Sky stream freezing and disconnecting

[Kat93]

Hi, 

We got sky stream and broadband on Friday and since then I've had to reset the puck 3 or 4 times. It keeps completely freezing, the remote won't work nothing. I've had to do hard resets on it each time. I've also had to reset the internet twice to get Netflix to work. 

Has this happened to anyone else? Is there a trick I'm missing before I call sky and try and get it resolved? I went through all the troubleshooting and there's nothing near the router that could cause interference, everything is connected properly. It's super frustrating. 

Thanks in advance 

Kat 

[peter-marlow+1966]

What is your broadband speed? Is the puck connected  to the hub by an ethernet cable  or WiFi and what other devices are connected to watch HD the puck needs a minimum  of 25mps  and to watch  uhd you  need a minimum  35mps  if  you  have Netflix  go to the app go to help and open it go to check my connection  and run it that will tell you what  speed  the puck is getting 

[lettice]

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 connected via ethernet.
Set Network standby mode to ON and Overnight power saving is 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-...