Sky stream issue

[Travel_geek83]

Hi everyone,

After 8 long weeks since ordering Sky Stream and leaving Sky Q, we’ve finally received our Sky Puck — hooray… sort of.

Here’s the saga:
We initially cancelled Sky Q while considering a switch to Virgin Media. A few days later, Sky’s retention team called and offered us a move to Sky Stream — £39.50 upfront, then £17/month for Sky Signature and Netflix (with ads). Sounded good, so we accepted.

Nearly two weeks passed with no delivery. When we chased it up, Sky told us it was a “ghost order” — the £17 deal hadn’t been properly set up, and the original call hadn’t been logged. After multiple agents, endless calls, and a lot of back-and-forth, Customer Priority eventually stepped in and sorted it. Our billing has now been adjusted accordingly.

Fast forward to today: the Sky Puck has arrived… and it’s not working.
Blank screens, apps freezing, tried all the updates — no luck 😭

We’ll be calling Sky again tomorrow, but it’s looking like a faulty Puck.
Honestly, we’re starting to lose faith in Sky altogether and are seriously considering cancelling the whole thing.

[Hunter2660]

How are you connecting the puck to the router, ethernet cable or wi-fi? If the latter try an ethernet cable. The Stream box needs a stable connection as everything is on Sky's servers, there is little to no buffering on the puck itself as opposed to the Firestick, Roku and other devices. It's never a good idea to place the puck in an enclosed space, likewise it's never a good idea to place the router in a cupboard, as this affects the wi-fi and creates the issues you are seeing.

A good start would be to check the speed the puck is receiving, not the router itself. So open the Netflix app on the puck and under "get help" click on "check connection" and that will show the speed the puck is receiving. Check a few times to see if it varies wildly.

[Travel_geek83]

Mbps is between 88-89mbps, which is showing on the netflix app.

The connection is ethernet and we we've tried with WiFi - same issue.

Scrolling through the channels seems okay, although it did crash once earlier. It's when you go through the library such as 'Exclusive Sky originals' and 'Easy a viewing Tv' it struggles and freezes.  

[lettice]

Some further stability advice that may help.

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 as it seems you have done 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.

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 to OFF.

[Travel_geek83]

Done all of the above (see above thread)

Even changed the cable which feeds into the router in case of anything loose. 

The Puck was stuck on 'please wait' for 10 mins. I did a hard reset and it gets to the main menu and after scrolling for 5 seconds a blank screen appears. Everything else has been switched off in case of interference. 

[Travel_geek83]

The Puck is  next to the router. There are no issues with the internet. 

As im writing this message the home screen is frozen

[BenJoBanjo]

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@Travel_geek83 wrote:

The Puck is  next to the router. There are no issues with the internet. 

As im writing this message the home screen is frozen

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Definitely sounds like you've got a dodgy puck. They are mass-produced so QC is variable and with so many in circulation now, some refurbished, some a newer v2, but most the original version, there are bound to be some cronky ones that get sent out. 

You'll need to contact Sky for a replacement. 

Good luck. 

[TimmyBGood]

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@Travel_geek83 wrote:

The Puck is  next to the router. 

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Perhaps note that immediately adjacent to a WiFi source isn't ideal.

[Travel_geek83]

I've also tried several meters away from the router. No hidden objects

Ive used the ethernet cable and WiFi.

[Dazzasky]

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@Travel_geek83 wrote:

The Puck is  next to the router. There are no issues with the internet. 

As im writing this message the home screen is frozen

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Having it that close to your router can add interference. Not a good idea @Travel_geek83 

[Travel_geek83]

It's well away just now. Anyway, the issue continues...

[Hunter2660]

It certainly sounds like an iffy puck. Just one last question, who is your isp? There have been issues with a few on here in the past, if I remember Hyper Optic was one.

[Travel_geek83 · Accepted solution]

Virgin Media..apparently there were issues last week after speaking with a Sky agent.  Another Puck has been issued which we should receive in a few days time.