Sky stream freezing

[Markvan]

Got sky stream and sky sports keeps freezing and go to a grey blank screen. I am not connected via WiFi, ethernet cable direct to router. Highly frustrating as never had issues with sky q, seems to be inferior in every way to sky q. Phone sky help and they have no clue to the issue and just get phoned off.

[mikealanr]

Hi @Markvan 

You cannot compare Q with Stream for delivery. Q is delivered via satellite and Stream via broadband. I have 4 pucks and 2 glass TVs working with far less issues than I had wIth Q. But I'm in the fortunate position that I have 1.6Gbps broadband.

Just to check although you have the cable connected have you disabled WiFi in the settings on the puck? If not it will still try and connect (something sky need to fix), also is it UHD sports or HD sports? Does your broadband meet the minimum requirements? 30Mbps for UHD and 25Mbps for HD.

MikeAlanR

[Markvan]

Yes have disabled the wifi, speed test is a consistent 70mbs.

[mikealanr]

Hi @Markvan 

What speed is your broadband overall? 70Mbps should be fine, but sky recommend 25Mbps for HD, 30Mbps for UHD and 35Mbps if you have multiple pucks. If your broadband is only around 70Mbps this is half of your bandwidth and could me your running into a contention issue. Who is the isp?

Also is there a pattern? I.e. between certain times of day it's fine, at others it doesn't work? Are there any QOS (quality of service) settings you can enable on your router to prioritise traffic for streaming (i.e. if you are with EE they have a streaming mode).

MikeAlanR

[Markvan]

Isp is also sky, no pattern- just sky sports.  Change channel no problems.

Prime and Netflix no problems.

We are not big Internet users, no phones tablet's etc.  Connected.  The issue is clearly with sky - but getting help is impossible.  Just get fobbed off.