Sky stream not working as expected

[bripin2434]

Right, I was having problems with my Sky Q so I thought I would give Sky stream home a go. Tried to get it via the internet but all they wanted was me to have glass system. Tried wringing, spoke to seven people over 2 days still no luck just they just kept trying to sell me Sky cinema or sports which I didn't want. Saw that EE was acting as agents so went to them, managed to order the and was delivered a few days later. Set up was straight forward and managed to get it up and running, no instructions on how it works but there is info on the net but most contradic each other so it's a bit of hit and miss.

Anyway that is the end of the good news and it's been all down hill since. Programs keep freezing, lot of lag, programs freeze but you can still hear the sound. Started watching a film on catch up then suddenly stopped, tried to find out way and it seems that some programs when they finish showing because of licensing you can't carry on watching, what's the point of that. 

Anyway have decided it's not worth all the stress so I'm going to send it back and reinstate my Sky Q and if needs be I will get an engineer out to sort out the problems I was having, if they then can't solve that I will look at an alternative platform.

Hopefully one day Sky will solve the problems with the Sky stream product.

[Jporch316]

Hi

sounds like your device is not getting a strong enough internet signal .... bare minimum is 35mbs to run and that's without many other device connections to your router 

[bripin2434]

I have 75 to 78Mbps coming in at the router, the puck is less than 15 ft from the router. The signal  at the puck is at the maximum when I put my mobile next to it. There doesn't seem to be anyway of telling at what rate the puck is receiving but I would say its well within range. I believe that the system still has some flaws that need to be sorted out.  When I watch a streaming channel through my TV, which is next to the puck, there is no lag, no freezing no problems at all so it has to be a problem with the puck system.

The reason I changed from Sky Q to Sky stream was because I was getting problems with the mini box, the main box had no problems. So instead of getting an engineer out thought I would up date.

[Jporch316]

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@bripin2434 wrote:

I have 75 to 78Mbps coming in at the router, the puck is less than 15 ft from the router. The signal  at the puck is at the maximum when I put my mobile next to it. There doesn't seem to be anyway of telling at what rate the puck is receiving but I would say its well within range. I believe that the system still has some flaws that need to be sorted out.  When I watch a streaming channel through my TV, which is next to the puck, there is no lag, no freezing no problems at all so it has to be a problem with the puck system.

The reason I changed from Sky Q to Sky stream was because I was getting problems with the mini box, the main box had no problems. So instead of getting an engineer out thought I would up date.

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There is a way - go into the Netflix app on stream and go to settings - run the network checker 

[bripin2434]

OK, just checked that and it's running at 23.89 on the netflix app, so obviously not enough speed coming in to the system. However everything I have running in the house is required, and every time I want to watch sky I am not going go around turning stuff off then back on again. I reduced the screen resolution from HD to SD, so not sure what else I can do other than wait for full fibre to reach us here in the countryside.

It would have been nice at the point of sale that someone would have given me some idea how to check the speed where I was going to put the puck, all I was told is that I had to have a minimum of 25Mbps, which I had.  Maybe like when I had Sky Q set up an engineer or someone could have come out and said yes or no on the speed.

So in reality at this time Sky stream in no good for my needs.

[Jporch316]

Can you try to run it over Ethernet or powerline adapters ? 

[bripin2434]

How do you do that, I've seen some bits relating to this on the net but they all mention Sky Q and typing in 001, so not sure how to turn off the WiFi and connect to ethernet. If you know how and can tell me step by step I will give it a go.

[MarkGoldsmith]

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@bripin2434 wrote:

How do you do that, I've seen some bits relating to this on the net but they all mention Sky Q and typing in 001, so not sure how to turn off the WiFi and connect to ethernet. If you know how and can tell me step by step I will give it a go.

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Disabling the WiFi is done in the settings menu on stream and Glass. Once disabled it's worth rebooting the puck also using the option in the settings menu, as a rebooting will ensure the WiFi is disabled.

[martswain]

Stream will happily run in HD with a stable stream of around 8 Mbps at the device.

It was sold to me as requiring 10 Mbps.

It's all about spare bandwidth in the home.

With my previous ISP I only had 33 Mbps incoming but could happily use Stream and Sky Go on two laptops at the same time.

However, Stream was always connected by ethernet with its WiFi disabled.

[bripin2434]

As I previously said at the router I have 75 to 78mbps, at the puck, using Netflix as was previously told I had 23.8mbps, that is with the puck set in SD and not HD. I was told I need a minimum of 20mbps, so at 23.8mbps it was well within its needs. It would seem there are many different bits of information, like you saying you have 8mbps, others saying you need 30mbps, it would seem there are many unknows about the system.

Anyway, this morning I decided I would give the ethernet option a go, my setup is, the router is at the back of the room less than 15 ft away from the TV, at the front of the room. I use a powerline adapter to get the ethernet cable to the TV, the smart TV works well with this system. There is no way that I am going to run a cable over the carpet as it would be dangerous and I'm not pulling the carpet up to hide the cable. So I selected WiFi off, rebooted the puck after leaving the puck off for.a minute went to the settings option for connecting via ethernet, wouldn't connect. Tried it 3 times, even disconnected everything and started again, still wouldn't connect. I just think the system isn't as good as its made out to be.

So I will be sending it back, as I am totally fed up with it and I will revert back to my Sky Q, and if I can't resolve the issues with the mini box I was having I will probably ditch Sky and look at another system.

[Jporch316]

Maybe worth you rebooting the powerline adapters 

[bripin2434]

But why would everything else be working OK except Sky stream, where do I stop, I've tried everything that people have suggested. If I disconnect the adapters and reset them, what next I am totally fed up with it.

It was sold to me as plug and play, needing a minimum of 20mbps at the puck, it as that and not working as described, where do I stop.