Sky broadband keeps going offline via sky stream

[Jonathanphillip]

Tv channels keep going off and saying technical fault then broadband connection is offline it keeps flashing up with no broadband connection blue sign shows you have problems with broadband connection 

[TimmyBGood]

@Jonathanphillip 

Do other devices disconnect at the same time?

If not, then it's a Stream issue rather than Broadband.

[Jonathanphillip]

No 

[GD1]

@Jonathanphillip  Based on your replies the issue is with wifi not getting to your puck, or dropping due to distance.

Is you hub in a relatively high location and not behind any TV or cabinets?

How far away from the hub is the puck?

Are you able to use ethernet instead?

[Jonathanphillip]

Sounds right gdi no it's in the right place where the phone point is coming in to your home and its not near any tv cabinets or baby monitors yes it's connected to ethernet WiFi is switched to off mode in settings  yes it's a WiFi problem 😀  many thanks 

[GD1]

@Jonathanphillip As it's connected to ethernet have you run a speed test using the netflix app on the puck?  When in netflix go to Get help and run a connection test, what speed is being reported?

If you have it connected by ethernet and wifi is switched off then wifi shouldn't be an issue.

I would do the following also.  Go into the puck settings, turn wifi on within your network settings, restart the puck, then repeat the steps but this time turn wifi off and restart the puck.

[Jonathanphillip]

Maybe the WiFi is not getting to the puck which @GD1 just said cheers the puck is located near to the tv 

[Jonathanphillip]

No the hub is located on the wooden box and the sky stream puck is located in the tv room its not given any problems before there is no other way we can move the hub its got to be positioned in that location 

[Jonathanphillip]

I've just done a Netflix speed test its reading 33 .32 mbps @GD1  bingo 

[GD1]

---

@Jonathanphillip wrote:

I've just done a Netflix speed test its reading 33 .32 mbps @GD1  bingo 

---

Thats pretty much borderline for the puck

You need at least 25mbps for HD & 35mbps for UHD.

What is your overall broadband speed to the hub?

[Jonathanphillip]

The actual download speed to the hub Is 36.1 mbps 

[GD1 · Accepted solution]

@Jonathanphillip  That being the case I do think you will always have this issue with the stream puck as those speeds are borderline just for using a puck, add in other usage at the same time and the issue will always remain regardless of ethernet or wifi connection to the puck.

Unless there is a full fibre service either via Openreach network or an Altnet (such as Virgin Media, City Fibre, Community Fibre etc) you're going to always have performance issues with stream.

Can you post the results of the Openreach link here?  Remove any address details:

This will show what the max speed you can expect over FTTC or if full fibre is available.

[Jonathanphillip]

Ìt went offline last night with a blue sign saying no WiFi indication please reset the hub then it states on screen due to this issue it seems your WiFi is down so I rang sky managed to get through in time then they said you need to ring our broadband team in the morning to get this solved then it's back online after checking settings all sorted the router wasn't showing any offline issues it was all lit up 

[martswain]

The puck actually needs around 8 Mbps of bandwidth for HD as they originally sold it as requiring 10.

However, if there are a lot of other devices using the home's broadband then there may be issues.

I can easily stream HD TV on the puck (ethernet), 2 Sky Go devices and another internet TV service in HD on a laptop with my 32 Mbps FTTC connection.

[GD1]

---

@martswain wrote:

The puck actually needs around 8 Mbps of bandwidth for HD as they originally sold it as requiring 10.

---

Thats incorrect as Sky revised the minimum specs: As per here https://www.sky.com/help/home/sky-tv/sky-tv-stream/buying-sky-stream/sky-stream-faqs/articles/sky-st...

Broadband requirements

Sky Stream works over broadband, so there’s no need for an engineer visit or a Sky dish.

Minimum recommended broadband speeds apply and might change depending on your package.

We’ll recommend these before you place your order.

You may need faster speeds to get the best experience. Especially when watching in UHD or streaming on more devices at the same time with the Whole Home pack. For more info, see Broadband speeds explained. We also recommend a fibre broadband connection.

If you’re with another broadband provider, we recommend you check your broadband speeds with them.

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.