Sky stream puck tv please wait for programme to load

[Jonathan85]

Been on phone to sky all morning to find out why the tv channels are not loading they can't find any issues as to why this is happening sky helpline online said its possible the speed your getting isn't fast enough to keep up with the puck it only happens on the odd occasion it happened last night and went again this afternoon please wait for programme to load  he tested the broadband connection said its fine no issues he did advice me tonight to go factory reset he reckons its a connectivity between the puck and speed of your broadband connection 

[Exiled-in-HH]

You can check your connection speed to the internet using the Netflix ... get help .... Network check.

Measure it a few times a few minutes apart🙂

[MarkGoldsmith]

@Jonathan85 

I'm confused if he told you to do a factory reset as that won't help.

A couple of questions. Does this only happen when you turn it on from standby mode? Or are you actively using it for a while and then this happens? Also how do you have it connected to the internet via WiFi or Ethernet?

[Jonathan85]

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@Jonathan85 wrote:

Been on phone to sky all morning to find out why the tv channels are not loading they can't find any issues as to why this is happening sky helpline online said its possible the speed your getting isn't fast enough to keep up with the puck it only happens on the odd occasion it happened last night and went again this afternoon please wait for programme to load  he tested the broadband connection said its fine no issues he did advice me tonight to go factory reset he reckons its a connectivity between the puck and speed of your broadband connection 

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I've done the Netflix connection it seems fine but the team on sky help online said its the speed to the puck that's not getting enough to keep going and the connectivity Is a broadband problem to the puck that's the answer to those messages on screen which only happens on the odd occasion when going through the channels 

[Jonathan85]

Maybe when I switch on via underneath the power button to get the puck up and running power button it does seem fine when flicking through the channels or maybe that's the issue switching it on underneath the puck it might just be an odd random thing might go home tonight and go through it all and it might set it off again or it will start again tomorrow maybe possible 

[MarkGoldsmith · Accepted solution]

Try turning "networked standby mode" to ON in the settings. This will stop it disconnecting from the internet when it's put into standby and may help.

im guessing you are connected via WiFi as this is quite a common issue due to their not being a strong stable and consistent WIFI connection. Most peoples home setups generally can't guarantee the strong and constant signal that is required. I'd suggest trying to connect via Ethernet and then disabling the WiFi in the settings as well and I think the experience will improve. I had the same issue and moving to Ethernet has solved all these issues for me.

[Jonathan85]

It's ethernet cable in the back of the puck I tried to pull out the Ethernet cable and lost the picture and tried pulling out hdmi lead that lost the picture as well so I put both leads back in and it's working again 

[Jonathan85]

As to the previous message I messed around with the cables at the back of puck and the puck device was playing up with the front light flashing and going off loads and not responding just gave issues and thought it stopped working because I messed around with the puck leads so puck was giving issues 

[Exiled-in-HH]

Running the Netflix ... Get help ... Network check ...  on the Sky Puck gives the connection speed between the Sky Puck and the internet🤔

When you run it a few times a few minutes apart ... what speeds do you get?

[Jonathan85]

32.96 mbps that's on Netflix connection like you posted connection speed it all seems to be working like Mark told me to do change your settings to on did that canceled the WiFi connection did that and its now on Ethernet connection did that not getting any messages up now apart from.the odd channel going black at times thinking it might go off again and going through the channels it does take a little while for it to come through and it's fine 

[MarkGoldsmith]

With that speed you are pretty much on the bubble as 30 is the minimum recommended speed (it's slightly less if you aren't watching UHD), so if that speed is fluctuating that's likely the cause of some of your issues with it sometimes taking time to load

[Exiled-in-HH]

You should run the Network check a few times a few minutes apart, and when you are conn3cting to the internet on other devices😉

[Jonathan85]

What's uhd and atmos subscription package just checked in sky stream subscription what you got in your current sky package list 

[MarkGoldsmith]

That's is you want content in ultra HD and atoms surround sound.

[Sophie+arckless]

Just want to add games pass to my account