Sky puck streaming issues

[LMD999]

I have had a Sky streaming puck for approx 2 months now, and have had nothing but issues with it. 

On a regular basis streaming live TV will start glitching after a random amount of time and often freeze completely. The puck itself will still be rsponsive and checking the network connection will show that it is good. Will the live TV stream continues to not work, I am able to start and watch other apps cuch as Netflix, ITVx, BBc iPlayer etc. I am not able to watch any content direct from Sky.

The only way to get it working agin is to unplug the power and plug it back in again.

I was originally using my own router but when calling in to the support team I was told they could not fault find if it was not using the Sky router. So although evrything else in my house was workiking fine, including the Amzon fire TV cube that I have never had any issues with ever, I have switched to teh Sky router.

The puck is connected via ethernet (as I was originally told it was the wifi), wifi is turned off on the puck. I have 500Mb full fibre broadband and speed tests show I am generally getting at least 450Mbps+. Stream on all other devices in the house work without issue including using teh Sky Go app on a PC. 

Yet support keep telling me this is a network connection issue...

[Exiled-in-HH]

Have you run a speedtest on your Puck?

[LMD999]

So if I connect to the Sky router WiFi, Netflix speed test shows approx 400Mbps but seems to be inconsistent.

I can't get a direct ethernet cable from the router to puck at present as they are in different rooms. But connected via a pair of TP-Link Deco P9 Powerline devices, I get a consistent 100Mbps. Which I understand is more than adequate.

[Fothergill1]

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@LMD999 wrote:

So if I connect to the Sky router WiFi, Netflix speed test shows approx 400Mbps but seems to be inconsistent.

I can't get a direct ethernet cable from the router to puck at present as they are in different rooms. But connected via a pair of TP-Link Deco P9 Powerline devices, I get a consistent 100Mbps. Which I understand is more than adequate.

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@LMD999 Yes, 100mbps is more than adequate, in fact it is the maximum you will get as the puck (and Glass) only has a 100mbps compatible Ethernet port.

[Exiled-in-HH]

As Sky is your ISP and that all sound good, you should pursue Sky for a resolution🤔

Request a replacement puck😉

[MarkGoldsmith]

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@LMD999 wrote:

So if I connect to the Sky router WiFi, Netflix speed test shows approx 400Mbps but seems to be inconsistent.

I can't get a direct ethernet cable from the router to puck at present as they are in different rooms. But connected via a pair of TP-Link Deco P9 Powerline devices, I get a consistent 100Mbps. Which I understand is more than adequate.

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So your testing certainly shows that the network should not be the issue.

all you can do is phone Sky, inform them of the tests you have conducted and say that it's clearly a faulty with the puck that they need to replace.

providing you signed up to stream after Feb 2023, the pucks have a lifetime warranty on them and Sky have to replace them for free when they are faulty.

[Daryl__]

I've had the same experience.. Total rubbish. Sound out of sync with tv, black screens with no sound and have to turn off at wall. They are sending me another puck. The third one. If this is the same I'm cancelling and demanding a refund for 2 terrible months of service..Skys 24 month special for £19.99 can do one. Utter joke. Had open reach check lines and set up and no problem. Demand your money back.