Sky pucks

[BREWERJOHN]

Fed up with these pucks. Not impressed at all! Picture freezing on most channels. Tells me on BBC technical problem but then clears for a while. Also other channels too. Virginmedia 1 gig broadband so more than enough imput speed. Ethernet connected from hub to glass tv and powerline to both pucks. Good connectivity throughout. Virginmedia was better!

[Anonymous]

Hi @BREWERJOHN do you get these problems on your Glass TV too?

[BREWERJOHN1]

No i think just the pucks.

[Anonymous]

On one of the affected pucks could you run a speed test and then report back? Ideally you'd do a reading a few times over an hour and report back all of the findings. 

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed.

I ask because the issues you've described are normally due to WiFi issues. This is a first step to help us identify or rule that out. 

[BREWERJOHN1]

Yes can do, and will but just to let you know that everything is ethernet connected. I don't use wi-fi only for my mobile. Wi-fi is also disabled on pucks! I am hearing about other people having similar problems since Sky did an update recently. Maybe that could be a factor?

[Anonymous · Accepted solution]

Thanks, good to know. Let's do it anyway to rule out speed issues. 

[BREWERJOHN1]

Will do but bear with me.have to nip out so will be later on thanks.

[TimmyBGood]

@BREWERJOHN @BREWERJOHN1 

With an ethernet connection in place it's important to make sure that WiFi is switched off.

[BREWERJOHN]

Speed into virginmedia hub 1144mbps

From hub to sky glass tv 90.43 mbps

Puck 1  20.55 mbps

Puck 2  15.82 mbps

[BenJoBanjo]

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@BREWERJOHN wrote:

Speed into virginmedia hub 1144mbps

From hub to sky glass tv 90.43 mbps

Puck 1  20.55 mbps

Puck 2  15.82 mbps

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If the pucks are connected via ethernet double check that WiFi is turned off on the network settings on each puck. Those speeds are too low to sustain a stable stream.

[BREWERJOHN]

Thanks for that. The wi-fi has been turned off on all pucks and tv. Can't understand why the readings are so low. Using TP  powerline adapter? Everything was fine until recently. Obviously I need to look into why the signaling is so poor.

Many thanks to all for your advice and help.

[Anonymous]

@BREWERJOHN it may actually be better to just run WiFi, if that's viable?

[mikeliuk]

One weird thing I noticed on a Devolo Magic 2 WiFi 6 was that Puck IP061-ef-ant-UKIE-GHM was establishing a 100 Mbit/s RJ45/Ethernet connection and a forced software update was downloading at 1.4 Mbps via 5G NSA mobile broadband which usually speedtests between 80 Mbps to 200 Mbps so I get the feeling WiFi can in many cases be preferred over cabling the Puck.

[BenJoBanjo]

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@mikeliuk wrote:

One weird thing I noticed on a Devolo Magic 2 WiFi 6 was that Puck IP061-ef-ant-UKIE-GHM was establishing a 100 Mbit/s RJ45/Ethernet connection and a forced software update was downloading at 1.4 Mbps via 5G NSA mobile broadband which usually speedtests between 80 Mbps to 200 Mbps so I get the feeling WiFi can in many cases be preferred over cabling the Puck.

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Why was it connected to a 5G NSA mobile connection? Are you sure the Devolo poweline adapters are correctly set up and connected to your Virgin broadband router? 

[mikeliuk]

I don't really want to mess up this thread debugging the issue in the OP so I'll put the answers to the questions in the https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-PUCK-IP061-ef-ant-UKIE-GHM-HDCP-unauthorized-No-v...