Sky stream - picture stuttering/frame drops

[Blingz]

Sorry I know there was a thread with this title already and I was following it for updates and suggestions but it was marked as answered and locked, I still have this issue and have tried every fix with no luck, this is now driving us crazy! We are still on QSE040.033.00P and I am frantically checking it to see if it's been updated, has anyone got any update on this please? 

[Blingz]

https://helpforum.sky.com/t5/Sky-Stream/Sky-stream-picture-stuttering-frame-drops/m-p/5317987#M79046

[Mark39]

@Blingz as you can see from the locked post, Sky has resolved this by going back to a previous version of the Puck's software.

The 'rollback', which is caried out gradually, hasn't reached you yet as you're still on QSE040. Once you're back on the previous version, this problem will disappear. You could try turning your Puck off at the plug for 30 seconds or so, to see if your Puck is updated when you switch back on, otherwise it's a matter of waiting for it to reach you.

[Blingz]

Hi thanks for the reply, I am currently turning the puck off constantly all day have done resets including factory but it is vertually unwatchable and that paired with the rage it is causing in my husband is becoming unbearable, I'm now considering scrapping all services and just go with Freeview. 

[Blingz]

Still no better, how long does it take to roll this out?

I appreciate that there are a lot of people waiting but this is ridiculous, paying for a service that is not fit for purpose and no communication about the issue to their customers, very poor

[JKD]

I've been powering my puck down regularly in the hope it would provoke a software 'update' i.e. downgrade from version 40 back to 37 but it's not happening. Is there a way to force an update?

[Blingz]

I have tried every fix suggested on here and every fix I can find on the internet and nothing has worked, customer service is useless and there is no communication or update to sky customers on a known issue. I am locked into a contract for a service that is not fit for purpose, I really wouldn't mind if It was a few hours or even days but this has been going on for weeks now with not so much as a bulk email to it's customers 

[Blingz]

Still no update, still no communication and still no better! 

[Wilxx]

I've posted in another thread but is there anyway to force this update? We're in August and I'm in V038 still. Powereing off as suggested above doesn't work for me. It has still not updated yet. 

[Macca0091]

My Sky puck keeps freezing or stuttering which is really frustrating when watching TV. Happens across all channels and Apps and I have tried all troubleshooting options recommended by Sky and in this forum.

Looking at how many threads there are it is a well known issue and I need to get this resolved asap.

Please advise how we can resolve this.

[Stephen+Mourton]

@Macca0091   I feel your frustration, but if you say you have tried everything including all the suggestions on this forum it is a little difficult  to know what to advice as you say you have tried them all.  Maybe a list of what you have tried and we can see if you have missed something?

[lettice]

@Macca0091 

You have not mentioned what troubleshooting you have tried.

Your type of  issues are often related to the local network not working well or some local interference at times with your Sky Stream pucks.

Having a good local network is a key factor for having a reliable experience with Sky Stream, along with avoiding any local interference.

Best way to test, so we can offer further help 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 or at your busiest household internet usage times.
What is your speed for each puck?

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.
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.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON.
Turn wifi OFF under Network if connected via ethernet.

[Macca0091]

Hi

Thanks for your feedback on this and trust me when I say I have tried everything recommended on Sky Help including restarts on the puck & router; resets on picture & sound on the puck and different picture quality settings.

Speed tests indicate good connection speeds and Wifi tests also pass as expected. This device has been operating well for 18 months and has not moved and no other devices introduced to cause interference.

I work from home and do not experience connection issues and my other TV which does not use Sky has no problems when using digita channels or Apps.

Looking online this is a well known issue with other users too.

[darling412001]

What firmware version do you have? My puck has started freezing when I turn it on for the first time in the morning. I have QS040.040.00P. My problem is fixed by a restart.

[Karen27101]

I'm on my third router and second puck and still nothing sorted it. My broadband jumps constantly from 5 to 2-4. I got so peed off that I've plugged my digital aerial back in and my TV is back to normal. Sky sent me a booster which didn't help then an engineer came and said it was useless and to unplug it. I'm waiting for my regular caller from sky to call me back again