Sky pucks

[Mrs+heron]

Why doesn't my sky puck work

[MarkGoldsmith]

You might have to give us more information if you want advice.

what exactly is the issue?

[Mrs+heron]

The sky glass pucks are not working properly 

The one in the kitchen and upstairs in the main bedroom has a message saying the waiting for programme to be loaded and the third one it's working at all 

[MarkGoldsmith]

Open Netflix on the pucks, go to Get Help and Check Your Network and note the download speed it lists. 

let us know what they are but you need 30 Mbps per puck you are running (that's if you are using them all at the same time).

[Exiled-in-HH]

Are you trying to use all the pucks at the same time?

What is your router internet sync speed?

[Mrs+heron]

No to your question and my broadband connection is fine I'm on ultra fibre with sky 

[Mrs+heron]

• What has Netflix got to do with it 

[Jones_The_Cat]

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@Mrs+heron wrote:

No to your question and my broadband connection is fine I'm on ultra fibre with sky 

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The name of the broadband product is meaningless. Ultra Fibre could mean anything.

What's important is the actual speed the Stream puck is receiving. The only way you can find out what speed is being received is to open the Netflix app on each puck, navigate to the Get Help menu and run a network check. This will tell you the exact broadband speed that is reaching the puck. It needs to be around 30Mbps on each puck to maintain any sort of stability. 

[Exiled-in-HH]

Not only the the speed the Puck can get BUT also the router sync speed to the internet ... when you are trying to use multiple simultaneous devices🤔

[Exiled-in-HH]

Using the Netflix .... get help ... Network check.... can tell you the connection speed between a Puck and the router for each Puck😉

You can run on each Puck in turn and all the Pucks simultaneously🤔

[Jporch316]

@Mrs+heron 

What the users are saying is that it's possible the WiFi connection to your pucks is not stable / fast enough as they may be too far away from your internet router 

the only way to really find out is to run the speed test in Netflix or move the puck closer to the router and see if it starts working better 

[Mrs+heron]

Just checks the connection on Netflix on the puck and it was 35.68 mbs

[Mrs+heron]

I've check it and the speed is 35.68mbs

[Jporch316]

@Mrs+heron 

Have you tried unplugging from the mains for 10 mins ?

if that doesn't work I can escalate your post to the online support team although there maybe a delay on n them messaging you due to the festive period 

[Exiled-in-HH]

What was the speed on each of the 3 pucks?