Sky stream - picture / sound issues

[spangle1980]

Looking for some help here as this thing is becoming unusable.

Issues:

- Channels go 'grey screen' occasionally.  Moving to another channel works then back again same deal.  Example: Watching paraolympics on Channel 4 and the screen either freezes or goes grey screen.  Moving to (say) next channel up Channel 5 picture seems stable, going back to Channel 4 or BBC2 not (BBC1 works!).

- Sound sometimes dissapears 

Diagnosis done:

- Have tested WiFi connection on Netflix app several times; speeds vary between 85-95 Mbps

- Have removed the current WiFi connection and re-established

- Last resort have dropped the picture quality to HD (which probably wouldn't make any difference as those channels are HD anyhow)

- Refreshed apps and restarted sky puck via menu

- Power cycled sky puck

- Alternate speed checks with laptop/phone next to device which confirm above speeds

Build version: QS038.035.01P

UI version: 3.150.1

Platform version: 8.2p42s1

Hardware model: SKXI11BED

Serial number: IP14SK5252300DE** (**- two numerical digits removed just in case 😉

[LJB-C]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[GWC11]

I'm having a very similar problem, running on a constant 200mb or higher, screen freezes goes blue and 'technical fault' appears, extremely frustrating. Changing channel sometimes helps, someone please help 

[Brill+Gill]

Hi @GWC11, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[AWH2026]

Hi Channel 4 seems very poor, pixelation, staggers and stops for a second. Been fine for years, so not sure what's occurring now

[GWC11]

Well I still haven't got any resolution and still very annoyed. Spoke with a knowledgeable person in the IT field (not a Sky employee) and they informed me that the Sky streaming pucks/Glass are very unstable and unable to cope with slight WiFi fluctuations or interference and therefore shut down, instead of managing it like most other quality WiFi equipment. I'm considering getting a piece of mesh network equipment as he advised to connect by Ethernet for one of my pucks buy the other one it's not possible with, so a waste of money for multi room for me. Can't wait to get out to end of contract after many years with them!! 

[Angel_Aka]

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@GWC11 wrote:

Well I still haven't got any resolution and still very annoyed. Spoke with a knowledgeable person in the IT field (not a Sky employee) and they informed me that the Sky streaming pucks/Glass are very unstable and unable to cope with slight WiFi fluctuations or interference and therefore shut down, instead of managing it like most other quality WiFi equipment. I'm considering getting a piece of mesh network equipment as he advised to connect by Ethernet for one of my pucks buy the other one it's not possible with, so a waste of money for multi room for me. Can't wait to get out to end of contract after many years with them!! 

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A good mesh wifi system can improve broadband coverage in many households but if you decide not to try it, or you still can't get Sky Stream to perform reliably enough, Sky will release you from a long term contract without penalty. You just need to speak to them and follow their troubleshooting (which you probably already have) so give them a ring if you're not happy.