Sky puck keeps freezing

[Dan92Dan]

Need some help with my sky puck.  I am getting 200mbps internet speed in the same room. Adverts stream fine but ALL live sports cut sound cut picture and just freezes. It has always been an issue nothing seems to solve it. Can anyone help? 

[Exiled-in-HH]

What connection speed does the Netflix Network check report on the puck?

[MarkGoldsmith]

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@Dan92Dan wrote:

Need some help with my sky puck.  I am getting 200mbps internet speed in the same room. Adverts stream fine but ALL live sports cut sound cut picture and just freezes. It has always been an issue nothing seems to solve it. Can anyone help? 

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So that shows all the signs of the Sky stream puck not getting a strong and stable internet connection, as i suffered from this in the past. Internet speed is only half the picture, as the puck needs to be able to get the required 25-30 mbps constantly, so any blips in the network strength or connection due to interference will cause these types of issues.

If you are connected via Wifi, the best test of this theory is to disable the Wifi in the puck's network settings, plug in an ethernet cable and then reboot the Stream puck by unplugging it for a couple of minutes.

[Dan92Dan]

Hi all thanks for the replies.  The speed test on Netflix on the Puck is 272.18 mbps. 

[Exiled-in-HH]

Did you connect the puck to the tv using the supplied HDMI cable?

Are the issue restricted to Sky Sports UHD channels ... does any other UHD content have the same issues?

Also try running some the high bit rate UHD demos on YouTube in nerd stat mode .... and check if frames are being dropped😉

[Dan92Dan]

Hi.  The Puck is connected with the supplied HDMI. I don't think it's UHD related as it happens on the normal HD channels.  It was so bad yesterday when F1 was on I had to watch on my IPad which streamed it faultlessly on sky go. I will try the YouTube thing now. Thanks again. 

[MarkGoldsmith]

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@Dan92Dan wrote:

Hi.  The Puck is connected with the supplied HDMI. I don't think it's UHD related as it happens on the normal HD channels.  It was so bad yesterday when F1 was on I had to watch on my IPad which streamed it faultlessly on sky go. I will try the YouTube thing now. Thanks again. 

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It's worth testing as per the suggestion in my earlier post

[Dan92Dan]

Unfortunately the router is in the hall and I don't have an Ethernet close enough to a tv to connect them all at the same time. 

[MarkGoldsmith]

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@Dan92Dan wrote:

Unfortunately the router is in the hall and I don't have an Ethernet close enough to a tv to connect them all at the same time. 

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You can purchase some cheapish (£30-40) powerline adpaters, which allow you to connect via an ethernet cable to an electrical plug. 

[Exiled-in-HH]

Duplicate😴

[Exiled-in-HH]

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@Dan92Dan wrote:

Hi.  The Puck is connected with the supplied HDMI. I don't think it's UHD related as it happens on the normal HD channels.  It was so bad yesterday when F1 was on I had to watch on my IPad which streamed it faultlessly on sky go. I will try the YouTube thing now. Thanks again. 

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Running the YouTube test on your puck will show if there are any capacity issues with your connections .... worth trying just as check for 5 mins🤔

If no issues occur .... you can then report your Sky Sport issues to Sky ... no need to mess around with Ethernet cables as it is difficult for you😉

[MarkGoldsmith]

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@Exiled-in-HH wrote:

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@Dan92Dan wrote:

Hi.  The Puck is connected with the supplied HDMI. I don't think it's UHD related as it happens on the normal HD channels.  It was so bad yesterday when F1 was on I had to watch on my IPad which streamed it faultlessly on sky go. I will try the YouTube thing now. Thanks again. 

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Running the YouTube test on your puck will show if there are any capacity issues with your connections .... worth trying just as check for 5 mins🤔

If no issues occur .... you can then report your Sky Sport issues to Sky ... no need to mess around with Ethernet cables as it is difficult for you😉

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Although i'm sure that is the issue as i had the exact same symptoms when i first took out stream and was using my Wifi (which i knew suffered from instability particularly in that area of my property), and the sports issue completely resolved when i switched to using ethernet (via a powerline adapter).

In all likelihood reporting it to Sky they would ask if you had tried via ethernet to eliminate your Wifi connection as the cause.

[Exiled-in-HH]

Although in this case connection speed is more than adequate and ethernet connection is difficult🤔

Running the YouTube test would check connection stability and is easy to do immediately😉