Sky puck and connection

[StaceyU]

2 of my pucks keep going blank, freezing, losing connections or say no connections. I was just 1 but now 2 becoming more frequent. I thought maybe it was just poor WiFi but nothing else is affected. Internet is a bit slower recently too. Something is definitely not right. How do I swap them for new ones

[mikealanr]

Hi @StaceyU 

First you need to check if your pucks are getting the minimum required speeds. You say your broadband is going slow but what broadband speed do you get? Next is check the speed on your pucks. You can do this in netflix (Profile pic > get help > connectivity check).

It will be worth running this multiple times and taking an average. The other thing to you can try to decide if it is a hardware issue, is swap the working one with a misbehaving one. If the previously working puck starts playing up it is likely local environment.

If you do need to swap a puck you will need to call sky as we are fellow customers here on the community. 

MikeAlanR 

[Loukelly]

I too am having consitent issues with my puck - sound sync, sound disappearing. The only way I can resolve is to restart the puck. Sky tech team are very dismissive when I call and just refuse to look into it further stating this is an issue with my broadband. I have completed several tests in various rooms and where the puck is located and have a strong connection, no latency problems. All other devices work fine so most people would presume this is an issue isolated to the puck!! 

[Angel_Aka]

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@Loukelly wrote:

I too am having consitent issues with my puck - sound sync, sound disappearing. The only way I can resolve is to restart the puck. Sky tech team are very dismissive when I call and just refuse to look into it further stating this is an issue with my broadband. I have completed several tests in various rooms and where the puck is located and have a strong connection, no latency problems. All other devices work fine so most people would presume this is an issue isolated to the puck!! 

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What speed was reported as being received by the puck when you ran the network check from the get help menu on the Netflix app?

[Loukelly]

337mps, so SHOULD be fine

[Angel_Aka]

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@Loukelly wrote:

337mps, so SHOULD be fine

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Indeed, it should be more than enough, but if you're continuing to have issues then you should contact Sky directly and try to get through to someone with technical knowledge who can lead you through some network troubleshooting.

SkyOS is unlike most other operating systems on alternative streaming devices in that it is largely server-based. Even small interruptions on your network connection which wouldn't affect other devices, can cause issues for SkyOS.