Sky stream connectivity issues

[Shubh7]

My sky stream keeps disconnecting from wifi but i know there is no issues with my wifi as all other devices are working fine. I would be watching a progra and suddenly the screen would go blank and there would be a message saying programme cant be loaded. None of the menu or anything else can be accessed at tht point but it keeps coming back online every minute or so. Anyone else experienced something similar and if so how did you fix it?

[BenJoBanjo]

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@Shubh7 wrote:

My sky stream keeps disconnecting from wifi but i know there is no issues with my wifi as all other devices are working fine. I would be watching a progra and suddenly the screen would go blank and there would be a message saying programme cant be loaded. None of the menu or anything else can be accessed at tht point but it keeps coming back online every minute or so. Anyone else experienced something similar and if so how did you fix it?

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Check the broadband speed being received by the puck. Open the Netflix app, navigate to get help (bottom left) and run a network check. What speed is reported?

[lettice]

This sounds like some kind of localised wifi interference.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via 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, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if you ever change to a connection via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[lettice]

Going out in the latest QS036 software is now a new wifi reporting option.

The QS036 is being rolled out over a month or so period, so you may not have it yet.

You can find this new feature upfront in Settings>Network

It will report a number of differing messages, based on your current wifi connection.