Sky stream isn't ready for public use yet

[richcole26]

As I live in a conservation area (hence not allowed a dish) I was very excited when sky released Sky stream. However it's becoming clear that this product was rushed to market, long before it works how a paying customer would expect it tomorrow. We have to reset the puck multiple times a day and the picture frequently cuts out. On top of that it's next to impossible to actually speak to someone and you just get directed here to a community forum.

[Daniel0210]

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@richcole26 wrote:
it's next to impossible to actually speak to someone and you just get directed here to a community forum.

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@richcole26 
Whenever contacting Sky you will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[GD1]

@richcole26  What you're describing is indicative of poor wifi, so I presume thats how you have connected your puck to your router?

Have you checked the speed your puck is getting?   Use the netflix app on the puck, go to get help, run the connection test.

You need a minimum of 20mbps for HD & 30mbps for UHD, anything less and you will encounter such issues.

The puck has had numerous updates and is nearly 3 years old, most people have a trouble free experience and those that do either have poor wifi/low broadband speeds or a faulty puck.

Calling Sky they will most likely ask you to follow the steps above before they can confirm if it's a faulty puck.

[TimmyBGood]

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@richcole26 wrote:
However it's becoming clear that this product was rushed to market, long before it works how a paying customer would expect it tomorrow. 

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Stream was launched in October 2021 alongside the Glass television set, and as a standalone product a year later: it's really not a new product by now.

[richcole26]

We have 180mb fibre broadband that is connected via an ethernet cable. So I'm fairly sure the issue isn't connection. I have 2 sky pucks and they both have multiple issues daily.

[lettice]

Having good broadband is key to Sky Stream.
From your speed to your house you do seem to have a perfect speed.
See you are mentioning ethernet, which should be fine and would give you about an 80-90Mbps speed to each puck, if your household local bandwidth is not heavily hogged..

Can you do 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, say a few minutes between 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, microwaves and the like.

Assume you are using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to the 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 to OFF.

[Exiled-in-HH]

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@richcole26 wrote:

We have 180mb fibre broadband that is connected via an ethernet cable. So I'm fairly sure the issue isn't connection. I have 2 sky pucks and they both have multiple issues daily.

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Who is your ISP?