Sky stream device is not playing any channels or prime video

[Mark_H04]

I've had my sky stream for a month and a bit now. At first it was working perfectly but now none of the live TV channels are playing and prime video doesn't work either. This has been going on for a few days and I have tried all the troubleshooting issues that they recommend. I even tried calling customer support but they hung up on me after 30 seconds. I'm also having problems with the picture cutting out or going fuzzy. Does anyone have any ideas how I could resolve these issues?

[mikealanr]

Hi @Mark_H04 

It soundsike poor connectivity. What speed is your puck getting (you can check in netflix (profile pic > get help? > Connectivity check)). 

Also what broadband speed are you getting? Sky say you need 25Mbps for HD and 30Mbps for UHD for sky stream.

You may get better stability using ethernet or homeplugs and turning WiFi off in the settings on the puck.

MikeAlanR

[Mark_H04]

Thanks for the response, I have tested my network on Netflix as you suggested and my connection speed is 61.79 Mbps. I have been using an ethernet cable since I first got my SkyStream and have never had any problems until now. I am beginning to think the problem is with my sky puck as I have another device in a different room and have switched the pucks to make sure the problem was not the wires or TV and the problem persists in the other room with a different TV, wires and power supply.