Sky puck dramas

[Jen105]

Every day I either have to restart my puke (its name in my house) there are 2 one is quite friendly however the monster on my main tv is very stroppy that one needs unplugging nearly daily. I have sky broadband so it should work.   Sometimes I turn it off and 30 mins later we go through the tuning. Help me please😳

[Ellie_TV · Accepted solution]

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@Jen105 wrote:

Every day I either have to restart my puke (its name in my house) there are 2 one is quite friendly however the monster on my main tv is very stroppy that one needs unplugging nearly daily. I have sky broadband so it should work.   Sometimes I turn it off and 30 mins later we go through the tuning. Help me please😳

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Even though you have Sky broadband you need to make sure that your puck is receiving a fast and stable enough signal from your router. How far away from each other are they? Are you using WiFi or ethernet? 

[lettice]

Having good broadband is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages like here from tab page two;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

Plus, when you get an issue, try doing a restart within Settings;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

[Jen105]

I'll look at those settings. Thanks. 

[Jen105]

They are on WiFi. In different rooms. The troublesome one is in the same room as the router. 

[GeoffG42]

I will be trying to call Sky tomorrow as we are having trouble, and have done since day one. We have to reboot our puck around 3 times a week (picture pixelating, sound out of sinque, screen going blank). We have spoken to Sky reps and followed their advice, we have asked for advice on Sky Community and have tried everything to no avail. We are now getting fed up, to say the least!

Hoping Sky will send us a replacement puck.

Just to confirm, our broadband is strong and the puck and router are in close proximity (put there by Sky installer).

[Jule64]

Hi did you mange to resolve the issue as I am having the same experience - replaced SkyQ boxes with pucks and 1 of them continually freezes then shuts down? 

My internet is fast so not the problem, and the other puck is fine.

Thanks 

[Hunter2660]

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@Jule64 wrote:

Hi did you mange to resolve the issue as I am having the same experience - replaced SkyQ boxes with pucks and 1 of them continually freezes then shuts down? 

My internet is fast so not the problem, and the other puck is fine.

Thanks 

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First thing is swap the pucks over temporarily. That would determine if it's a puck or wi-fi issue.