Sky pucks freezing

[Mon25l16]

This is starting to drive me crazy.

Both of the sky pucks in living room and bedroom keeps freezing and screens go blank and and says please wait while your program loads.

I've tried resetting both pucks and router, they are both have ethernet cables I have turned off WiFi setting on puck. It's now getting worse. Thought I would try on here to see if anyone has same issue or any suggestions to stop this, before I attempt to call sky 

Thanks in advance 

[lettice]

When you say reset both pucks, whatexactly do you mean?

Would suggest trying a restart of your Sky Stream box uisng this method.
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

Can you do 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, say a few minutes between tests.

What is your speed?

[Mon25l16]

Hi 

Thanks for swift reply,

I have reset both pucks though system management will see if works ok later 

Done the speed test through Netflix the bedroom puck speed is between 37 & 39. Puck in living room is slower between 30 & 32.

Thanks for advice I will test both pucks later to see if freezing has stopped.

[lettice]

You are close to the recommended minimum limit for Sky Stream.

Are your pucks connected via wifi or connected via ethernet cables?

What is your broadband speed coming into your house/router?

Taken from the Sky Stream faq;

Recommended minimum broadband speed of 25Mbps.

Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

https://www.sky.com/help/home/sky-tv/sky-tv-stream/sky-stream-faqs/articles/sky-stream-faqs

Plus, with the new Live Sync option (on Sports streams, not that you have to use it)  with the upcoming Q30 Sky Stream update, that uses a few more Mbps per puck, in HD or UHD.

[Super+Anthony]

I get the same thing. On Friday it froze on the home menu 4/5 times and restarted the puck. Sometimes it did not turn back on

 Sky need to do a software update as it's driving me crazy as well. They also say that there is a compatibility issue between the puck and Hyperoptic (broadband)

It's nothing to do with my broadband as it's doing great speed. Also I have swapped routers and now on high end one and I have also swapped cables. My speed tests are all fine - over 500Mbps

 Sky just need to quickly do the fix and sort out the issue. I have to keep saying, it's a great product and it's fantastic for the future. It just needs to be updated/fixed and get rid of the gremlins

[Mon25l16]

Morning,

The speed from router is 38mbps just on the boarder what sky recommends. The pucks waste of time turned them off, went back to Freeview TV think it's time to phone sky.

Thanks for your help in trying to solve this issue 

[martswain]

If that incoming bandwidth is being shared between a lot of devices then it's not surprising that the pucks are struggling to get a consistent data stream.

My FTTC connection is 32 Mbps but I can quite happily use stream in HD and a couple of laptops at the same time.

[PortlandBill]

I have the same, I and multiple other issues. 1 have sky 150mbps broadband. 

It's becoming a junk service.

and what's happened to "continue watching"? Almost nothing g appears in it, but if it's there at all? Have to sit through all the adverts every time! 

[Exiled-in-HH]

@PortlandBill   If you want Sky's subscription channels ad free ... get NOWTV😉

[PortlandBill]

Actually I'm going to close my sky stream account at the 1st opportunity (next time they try to increase my bill, I guess). I don't think I get a 1p of value from it. The only thing I'll lose is the Sky Atlantic Channel, everything else I can get on freeview and the TV apps. A few quid spent on a big USB drive will enable me to record everything I want, and skip all the adverts.

The constant "please wait" on start up, "please wait while we load your program", can't resume where I left off, can't see where you are when fast forwarding/rewinding, and all the other minor but irritating problems with the playlist system and the program guide means it's just such an amateurish yet expensive system. 

[Mister_Dalek]

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@PortlandBill wrote:

Actually I'm going to close my sky stream account at the 1st opportunity (next time they try to increase my bill, I guess). I don't think I get a 1p of value from it. The only thing I'll lose is the Sky Atlantic Channel, everything else I can get on freeview and the TV apps. A few quid spent on a big USB drive will enable me to record everything I want, and skip all the adverts.

The constant "please wait" on start up, "please wait while we load your program", can't resume where I left off, can't see where you are when fast forwarding/rewinding, and all the other minor but irritating problems with the playlist system and the program guide means it's just such an amateurish yet expensive system. 

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You may not be aware but you are free to cancel an 18 or 24 month Sky Stream contract with just 31 days notice. The Media Bill which passed through Parliament in July allows any streaming TV contract longer than 12 months which is not fully paid for in advance to be terminated with 31 days notice. Sky will not challenge this and several people on this forum have left a Sky Stream TV contract without any issue. 

[PortlandBill]

Wow, I had no idea of this. Thanks! 

[MrFoz144]

Mine is the same. It's absolutely awful. Sky Q was a million times better. It's not my Internet as netflix and Disney load fine. 

Time to cancel. 

[Super+Anthony]

Told Sky yesterday that the puck is still freezing. Have also told them it's not the ISP. If it was the latter, then I would be having issues with my other gadgets. I have also had it tested and all was fine with by broadband

[MarkGoldsmith]

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@Super+Anthony wrote:

Have also told them it's not the ISP. If it was the latter, then I would be having issues with my other gadgets. 

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Unfortunately that logic is a little bit flawed as just because an internet service works with your other gadgets doesn't necessarily mean it will be able to work as expected on a streaming service like Skys. There could be several various technical reasons why the platform won't work as expected, particularly on smaller altnet ISPs as we have seen in the past on this forum.