Sky stream - picture stuttering/frame drops

[SkyStreamWilts]

Hi.

I have Sky Stream and Sky Broadband. Up until  few days ago everything was working mostly fine. But just recently I've noticed the normal TV channels are stuttering every so often/dropping frames. It's not all the time, but when it does happen it's very noticeable. It seems to be most noticeable on BBC channels and ITV.

The puck is connected via Ethernet. I have tried resetting the puck and router several times but it doesn't make any difference.

Watching content on streaming apps such as Prime or Netflix doesn't have this problem.

Any ideas/help to resolve this would be greatly appreciated.

[SuperMatt]

Morning, @SkyStreamWilts. I'll send you an invite to a private chat shortly and we can help you get this working for you.

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
 

[matt77303]

Ive noticed the same over the last week

ive reset router, reset tv settings, factory reset puck.

Connected via ethernet.

Its subtle but reallt annoying.

Matt

[joeabbott]

We are also experiencing this issue.

Any luck of a fix?

[N_chill]

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
 

[matt77303]

ive noticed its been worse today, its almost exactly every  12 seconds.

ive done everything i can think of, factory reset tv, reset router, reset ONT box, reset sky puck.

Internet is 500MB + download and its not done this for 7 months,  started maybe 2 weeks ago.

Intrestingly if i pull the power on the puck for a minute or 2 when plugged back in it doesnt do it for a couple of hours then it starts again.

Also doesnt do it when watching netflix on the puck.

Matt

[matt77303]

sorry , i didnt get a notification of a reply.

Matt

[Kev1980]

I posted a 2 second freeze earlier and no response same issue as raised here. 

Any help would be fully appreciated 

[SkyStreamWilts]

It was doing it on Sky Arts last night when I was watching the Isle of Wight festival.

Come on, Sky. It's clearly a problem at your end. Sort it out please 

[Kev1980]

I am using wifi and the speed is over 300 mbps and it only started over the last couple of weeks. 

watching Belgium v Iran and had 3 freezes in 10 mins 

[Angel_Aka]

It's possible that these are caused by general congestion on the Sky server your pucks are connected to. 

The large increase in numbers of people watching live sport over the summer and the increased heat in recent days won't be easy on the servers having to process all this data and send it out to every Sky Stream/Glass customer.

If this is the cause, then there's not a lot you can do about it. If using a third party app on your puck then try using it on a different streaming device or your smart TV. These devices normally have the app downloaded onto the device itself, not hosted on a server, so there's less pressure on the data throughput. 

[Nigelb1972]

@matt77303 have you turned off the WiFi? As it's possible that it's still trying to connect via WiFi as it's preferred connection method if you haven't.

[purpleparrotuk]

Are you on Q38 firmware?

[Kev1980]

Mine is QS037.058.00P

[joeabbott]

We are on QS040. 

I don't accept that Sky did not plan ahead for the increased bandwidth over the WC - its a paid (expensive!) service so you should expect a certain level of consistency.

It seems to be since they have introduced the reduced latency 'real-time (RT)' channels (920-949) that the quality of standard channels has dropped.

It's some sort of encoding issue on their end or a dodgy update. Anyone else worked it out?