Sky puck freezing

[DJT21]

I am having trouble with sky puck freezing for a second. It's been happening for the last 3 weeks. I am on virgin broadband. I have had a engineer from virgin check the broadband and all is ok.I contacted sky who sent me out a new puck.Still the same problem. Virgin came out again and checked broadband again and once again no problems. I see on here that other people are having the same problems. Is this a puck problem?. I don't know where to go now as tv is not watchable at times.I have done checks on Netflix and all comes back as broadband very fast.Stuck now whether to get rid of puck and go back to virgin. 

[Super+Anthony]

I also get intermittently and it's likely to be the puck. I have a different ISP and my network has been tested several times and it's all fine. I think that the issue lies directly with the puck but  it needs Sky to fully accept this is the case, rather than than pointing the issues to all of our ISP and networks

I Will say again that steam is excellent and is a positive step forward, but do me and others, the feeling is that the puck at present can't cope fully with streaming and therefore needs a big update

[MarkGoldsmith]

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@DJT21 wrote:

I am having trouble with sky puck freezing for a second. It's been happening for the last 3 weeks. I am on virgin broadband. I have had a engineer from virgin check the broadband and all is ok.I contacted sky who sent me out a new puck.Still the same problem. Virgin came out again and checked broadband again and once again no problems. I see on here that other people are having the same problems. Is this a puck problem?. I don't know where to go now as tv is not watchable at times.I have done checks on Netflix and all comes back as broadband very fast.Stuck now whether to get rid of puck and go back to virgin. 

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Do you have the puck connected via wifi? If so it may be worthwhile tesing using an ethernet cable. The best way to do this is to disable the Wifi in the puck's settings, plug in the ethernet cable and then restart the puck under the System Management, Resets and Updates option in the menu. 

This test will prove whether the issue lies in the strength and stability of the Wifi signal. The sky streaming platform doesn't just need a fast enough broadband speed, it also needs a strong and stable connection to the internet, and homw Wifi networks can typically have weaker Wifi stability and have Wifi interference which will affect the performance of the platform. Ultimately Sky don't do a good enough job highlighting that the stability and strength of the internet connection is equally as important as the minimum recommended speeds.

[DJT21]

Thanks. Yes I have tried every combination. Factory reset.Reeboot Nothing works.Virgin engineer tried altering the wifi signal.he spent a hour trying different settings. But to no avail. 

[Artificer26]

This issue was also reported under Sky Glass issues, as well as Lip Sync issues on both streaming and Glass. Like some others I have tried various combinations and checked by BT Broadband connection at various times. It is definitely a Sky issue software or otherwise. Some others, also with tech knowledge and experience, have suggested that it started after a software update which potentionally could have been "Rolled Back" to give us users / customers a more reliable experience whilst they investigated and tested what went wrong.

It is also interesting that whilst Sky technicians are supposedly monitoring these discussions no one has come forward and answered our concerns. There are to many combinations of set up's with different customers for it not to be that Sky is the only common thread. 

My issue that I was getting annoyed at seems to have cleared, I say seems to have, but I am monitoring for at least a week to be sure and I am still interested in these threads to see what is or is not happening.

[The_Red_Silence]

My Stream puck has been freezing too, or producing the spinning ball when selecting a channel.

Turning on and off at the wall fixed it but I've had to do it for a few days now.

Connected via Ethernet to Virgin 350 meg fibre broadband.

Also the Sky Glass upstairs, is fine and has no issues.

Therefore I'd wager this is a software glitch.

And it's very annoying! 

[Artificer26]

I have attempted everything you suggested all to no avail as part of my diagnostics, checked the Wi-Fi signal at various times etc.

Whilst I agree that Sky have not advised that the stability and strength of Wi Fi signal is important at the point of sale, the sales team members may or may not have that sort of tech information and are therefore on;ly interested in making the sale.

More to the point I agree that your check may tell some people that they have an issue with something other than Sky but looking at a lot of the comments raised I am sure we are not all with thw same BB provider nor have the same level of BB / Wi-Fi but all have the issue with either Sky Glass or Streaming - the common denominator. I hope you agree.

[Artificer26]

It has been a couple of days but Yep we are back this afternoon to my main tv puck streaming device freezing and delays happening. there have been at least 4 episodes in the last 20 minutes.

Can someone from Sky please respond to our continued comments and let us know where your investigation is going.

[DJT21]

Looking at all the comments you would have thought sky would have responded. My contract is up in April. I won't be continuing with them.