Sky stream lag when not using sky broadband

[Fletch+lives]

I moved to sky stream from sky Q quite a few months ago. Initially it wasn't too bad and the user experience was on a par with what we had with sky Q.

I now find the opposite - when you turn it on, I am regularly faced with a message saying there is no connection - and simple press of the home button sorts that. But the theme continues - it has become incredibly slow at navigating channels. If you bring up the movies, it took 30 seconds to load the scheduler.

so what has changed? My set up originally was with sky broadband and through Ethernet. I now have a local fibre broadband provider (county broadband) and am connected via Ethernet to the new router but via a ethernet switch

Speeds are 300mb+ and I get that on all other devices
I suspect this must be in some way the issue, but I have tried all sorts - I disabled WiFi, I have tried just using WiFi, power cycled everything, but result is the same.

 Its like using tech from the 90's, except the subscription price is higher!

any suggestions welcome as to what to do to make it work

[GD1]

@Fletch+lives  How is your stream puck connecting to your router?   Seems like possible connection isse between the router & puck.

I don't experience any of this using Virginmedia and ethernet connection.

If you connect over ethernet & turn wifi off but keep network standby to on and still experience the issue it may well be a faulty puck which will need  a call to sky to resolve/replace.

[Fletch+lives]

Thanks GD1 - I had it set up using Ethernet throughout - with the WiFi turned off on the puck

In case that was the issue, I tried using WiFi  it I haven't seen a difference 

I do have a number of other pucks, so I will compare and contrast their speeds to see if it's somehow an issue with this specific one.

[Jporch316]

@Fletch+lives 

Have you tried the Ethernet connection without the switch ? Maybe worth it for troubleshooting 

[Exiled-in-HH]

Do you have any other streaming devices or Smart TVs?

Run the Netflix Network Check on them to compare to it being run on the Sky streaming devices, even run it on more than one device at same time🤔

[Chrisee]

@Fletch+lives some of the smaller fibre suppliers set up their networks differently from the larger ISPs in particular they can share iP addresses between a group of customers and also cache data locally to save connectivity which can cause issues with Sky's systems. Its not certain that is the cause of your problem but its possible.

Can you post which company you are with? 

[Exiled-in-HH]

@Chrisee see post 1 ... It is County Broadband😉

[Chrisee]

Thanks @Exiled-in-HH.

@Fletch+lives I have asked the question of a Sky contact as to whether thry know of an issue with your isp's set up.

[Fletch+lives]

Thanks for that - will be interesting to hear what they say. I have run the speed tests as advised above, and those are coming up fine. Haven't had a chance to compare pucks across the house yet - will post that here once I do. Thanks again

[Exiled-in-HH]

What speeds are being reported by the Netflix Network Check on the Sky streaming devices?

[Chrisee]

@Fletch+lives while doing some idle searching prompted by another SU I found this post https://forums.moneysavingexpert.com/discussion/6493793/issues-with-county-broadband-and-sky-boxes which while not the same issue it is similar. County Broadband do apparently offer a fixed IP address at £5 per month but given many of their customers use Sky they may well/should fix this for you for you.

When/If Sky do post back either I or one of the other SUs will update the thread

[Exiled-in-HH]

If you just want access to Sky's subscription channels you may have more luck with Sky's budget service NOWTV.... at least until your Sky Stream service issues can be addressed?

Can you access other streaming services on your non-Sky Smart TV or other non-Sky streaming devices?

[Fletch+lives · Accepted solution]

@Chrisee- As I still have a few months of my old Sky broadband super fast contract running off at the same time as my full fibre from County Broadband, I have the perfect opportunity to test your theory. I started  by firing the sky router up and plugging the puck firstly direct into the county BB router, and then secondly into the sky router to see what difference it made. It's completely different- the county BB experiences very slow lags between menus, and the channel listing takes 30 seconds to load some of the later channels up. Flipping to sky there is no delay, and just a second or two on the channel listing 

I don't know if this is linked to that public IP address issue, as I have no issue with the programmes when they load - but it definitely is linked to the broadband supplier or to the router. The Netflix speed test on county BB came up as 286mb per sec, so no issues there.

i guess my next step is to contact county BB and see what they can propose.

thanks all for your contributions- and hope this helps others

[Debs988]

Just tried to connect new phone to landline after house move & 'check connection' message keeps coming up on phone. Help!....