Sky puck ??? Should be sky **ck

[Ipredikta]

On paper this thing looks good but in reality it is an abomination, I've had it for a few months now and when it works it's fine, but it's when it doesn't work that things get messy, screen freezing ? Yes, switching off randomly ? Yes, system locking up and refusing remote command ? Yes, sound compatibility issues with soundbar ? Yes, I'm sorry but what the hell am I paying for here ? There's enough complaints about this piece of plastic garbage that clearly there is an issue ! For gods sake it's 2025, and you can't even get a simple thing like this to work on a consistent basis, there's nothing more frustrating when watching the football, movie, tv series and then BANG, " Nah mate, I'm not letting you watch the whole thing without disruption to your viewing pleasure ", honest to god if it wasn't for the fact I'm tied in with an 18 month contract I'd gladly come round and insert it where the sun doesn't shine ! FIX THE BLOODY THING.

[peter-marlow+1966]

I have had my puck  since November  2021 and had no problems  with  it , it is connected  to the Internet  with  an ethernet cable  which is more stable  then wifi  and i am on gigafast  900mps  full fibre optic broadband  never had any freezing on that or both of my sky glass  tvs, is your puck connected  by wifi, what is your  broadband speed  and what other  devices  are connected  aswell  just a fellow  customer 

[Mark39]

@Ipredikta have you spoken to Sky about it? Perhaps your Puck is faulty. Mine works reliably.

[Ipredikta]

Hi there, it's connected by WiFi - 350mps, only other things connected are 2 mobiles and occasionally 2 iPads, never had a problem with WiFi on any other product so don't see why I should with the puck, I mean c'mon, it's not that difficult these days, is it ?

[Ipredikta]

No, I haven't spoke to sky about it yet, just trying to muddle on through, think I will be phoning them tomorrow though, I've had enough.

[BenJoBanjo]

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@Ipredikta wrote:

On paper this thing looks good but in reality it is an abomination, I've had it for a few months now and when it works it's fine, but it's when it doesn't work that things get messy, screen freezing ? Yes, switching off randomly ? Yes, system locking up and refusing remote command ? Yes, sound compatibility issues with soundbar ? Yes, I'm sorry but what the hell am I paying for here ? There's enough complaints about this piece of plastic garbage that clearly there is an issue ! For gods sake it's 2025, and you can't even get a simple thing like this to work on a consistent basis, there's nothing more frustrating when watching the football, movie, tv series and then BANG, " Nah mate, I'm not letting you watch the whole thing without disruption to your viewing pleasure ", honest to god if it wasn't for the fact I'm tied in with an 18 month contract I'd gladly come round and insert it where the sun doesn't shine ! FIX THE BLOODY THING.

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Sky will let you leave a streaming contract early, penalty free, if you have issues maintaining a reliable service. 

[Ipredikta]

How early is early ? I'm about 6 month in, too late ?

[BenJoBanjo · Accepted solution]

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@Ipredikta wrote:

How early is early ? I'm about 6 month in, too late ?

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Cancel any time. If you can't get it to function reliably after following Sky's troubleshooting then they'll terminate your contract without fuss at any time. Just call them & explain the issues you're having. There's no point paying for something if you can't get it to work. Sky understand this. Lots of people have left 24 month contracts after 3 or 4 months of being unable to get a stable Sky Stream experience. 

[Ipredikta]

Really ?? Ok, thanks for this, I'm going to look into it now 👍.

[Chrisee]

@Ipredikta having 350Mb/s at your touter does not mean the puck is seeing anything like thst over WiFi as the layout and how your home is built is a major factor. You can check exactly the bandwidth the puck is seeing by running the network test in the Get Help menu of the Netflix app you need around a steady  35Mb/s for trouble free streaming in UHD. There is also an indication of WiFi strength in the Network area of the pucks settings.

[Ipredikta]

Ok, thanks for that, but I have zero issues with internet speed or reliability, I have more than enough.

[MarkGoldsmith]

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@Ipredikta wrote:

Ok, thanks for that, but I have zero issues with internet speed or reliability, I have more than enough.

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@Ipredikta you wouldn't necessarily notice fluctuating Wifi signal strength and stability and dropped network packets on other devices. Other devices like a phones, tablets or Amazon Fire Sticks for example all have local hard disks where what you are streaming will be buffered locally. This will mean that say as you are streaming content the next 15, 20 seconds for example is essentially pre-downloaded and stored locally meaning you won't notice any potentially small network blips whilst streaming.

This doesn't happen with the Sky streaming service, as there is no capabilities of it buffering that much content locally, and the streaming service itself pretty much requires a constant connection to sky's servers, and where thay connection gets interrupted for a couple of seconds it can cause bigger issues ( as for some reason the connection may not automatically re-establish itself).

[Ipredikta]

This doesn't account for the malfunction of the puck though, like when it just randomly switches off and no matter what you do it won't switch back on, you then have to unplug wait a few minutes then switch back on, still doesn't work so rinse and repeat, and pray to whoever that'll it'll work, eventually it reloads and you've missed 5-10 mins of whatever you're watching, I'm sorry but this is just wrong, if it's not fit for purpose then either upgrade the software so it does work or just admit that it's flawed and do a redesign, people are paying good money for a system that doesn't work as it should, is it any wonder people get annoyed ?

[SJG16]

I had this issue as soon as I activated my service almost 2 months ago. Contacted the help team online who suggested a few things but eventually had to ring and after two phone calls and a hard reset my puck was replaced. It has been working fine for a few weeks, however in the last day or so have noticed that the white light goes off after a while and it occasionally turns of if I pause a programme to go and do something.  

[Ipredikta]

It's just not fit for purpose, so even if you get a replacement it still doesn't work as it should, as soon as I can I'm out !