Sky stream pixelating

[John19642]

Hi , i new to sky , 3 months , have 2 pucks , the last week or so , 1 of the pucks is pixelating really bad , i not called sky yet , i have read many of the threads on here and on google , i not tech minded , so some of the jargon confuses me.  😅 , 

So is there a simple solution , do sky acknowledge the issue , any help , pkease 🙋‍♂️

[Fothergill1]

@John19642  This is a known issue at the moment and Sky are looking for a solution.  I very occasionally see the pixelation mostly on the History channel.  Some subscribers have a much more serious problem than me.  Sky Sport seems to be particularly bad for the pixelation according to some of the threads.

There is a very comprehensive thread with over 500 posts at this LINK

[John19642]

@Fothergill1 thankyou for your reply , i looked through that thread earlier , 👍 its got to the point with my tv , its not watchable , i on the verge of disconecting the sky box , i hope sky comes up with a solution soon , 

Thanks again 🙋‍♂️☺️

[Exiled-in-HH]

BUT first .... what is your Puck's connection speed to Sky's servers measured using the Netflix Network check on your Puck?

Who is your ISP?

[John19642]

@Exiled-in-HH 

My speed is 45 ish , measured through AVG and Sky Checker

My internet is with sky , all new 3 months ago

We have 2 pucks only one is playing up tho

☺️🙋‍♂️

[Exiled-in-HH]

Since one is having issues and the other is not is why you need to use the Netflix Network check on the Pucks to measure the connection speed😉

[lettice]

Having good broadband throughput is key to a Sky Stream puck.
 Your 45Mbps could be close to the limit at times for what we would recommend for Sky stream, if your household local bandwidth is heavily hogged..
Sky recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD. Using the new Live Sync option (Sky Sports Main event channel selectable option) adds a few more Mbps to each puck when in use.

Can you do 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, say a few minutes between tests.
What is your speed for each puck?

Also, the Sky Stream pucks can 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.
Best not to sit it on a glass shelf. Wood is generally the best.
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, microwaves and the like.
Assume you are using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network (f connected via ethernet).
Set Network standby mode to ON and Overnight power saving is OFF.

[John19642]

@lettice   @Exiled-in-HH 

Thank you both for your replies.

I will run a netflix speed test tonight , after work 

We only use 1 puck at a time not both together.  They are not hidden away , covered up or on top of any other electrical equipment ,  they both sit behind the tv with plenty of space around them . The puck worked fine for a couple of months , on thinking more about it , it doesnt pixelate if we watch netflix movie or discovery plus , i think its just live TV.

☺️🙋‍♂️

[John19642]

Hi @lettice @Exiled-in-HH 

Ran a netflix speed test , 

Tv one ( not pixelating tv ) , 44.35 

Tv two , 29.20 , adjusted the settings as sugested , it then went to 39.34

Turned tv one off , tv two now reads 44.20.

Will let you know how things go , we have discovery + on  and it only pixelates on live tv ,   thanks again for taking the time to help me out , its really appreciated 🙋‍♂️☺️

[John19642]

Bad news , its still pixalating , think its going to be a call to sky , i hope they come up with a solution soon , 🙋‍♂️☺️

[Exiled-in-HH]

Did you rerun the Netflix Network check ... connection speeds will vary with time😉

[John19642]

@Exiled-in-HH 

Yes i did last night , i posted the results in a previous post , i think 😅  i keep forgeting to sign in before i reply

Will test them again tonight , but the puck that pixelates read 44.20 , when i ran that puck on its own.   I only get 49 ish from sky anywhay even tho i was told 60 by sales guy 🤷‍♂️

☺️🙋‍♂️

[Exiled-in-HH]

I saw the previous result you posted ... the suggestion to run again when there are issues ... also measure at least 3 times each time as the speed will vary😉

[John19642]

@Exiled-in-HH  thank you ,  i am in touch with sky via this site , i see via a google search this issue goes back yrs .

Will test speeds again 2night , 

Thank you for helping ☺️🙋‍♂️

[John19642]

@KevNewMedia @Exiled-in-HH @lettice @Fothergill1 

Update guys , unplugged everything , cables.  Pucks router etc,

Re connected it all back up , reset pucks , followed all your suggestions , 

Results , puck 2 has settled down (that was really bad , pixelating every few seconds)

Puck 1 which is 6ft away from sky router in clear line off sight has now started pixellating ,

• So where do i go from here , i just signed up to a 48 month deal , its only been 3months , 🤷‍♂️🙋‍♂️