Sky stream puck

[Jacob77]

I've recently bought the sky stream puck along with sky broadband. The puck arrived first and worked for a while 10 minutes before constantly freezing and turning off. I've reset the box 2 times. Done all the steps I've been suggested and nothings working. Can anyone suggest anything or do I need to request a replacement box? 

[Angel_Aka · Accepted solution]

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@Jacob77 wrote:

I've recently bought the sky stream puck along with sky broadband. The puck arrived first and worked for a while 10 minutes before constantly freezing and turning off. I've reset the box 2 times. Done all the steps I've been suggested and nothings working. Can anyone suggest anything or do I need to request a replacement box? 

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Have you checked the speed the puck is receiving? To do this, open the Netflix app, navigate to the get help menu (top left when clicking on your profile) and run the 'check my network' - this will give you an indication of the actual speed reaching your puck. 

It needs to be a sustained minimum of 25Mbps for the puck to function with any sort of reliability. 

[Fothergill1]

Hi @Jacob77 and welcome to the forum. Hopefully your new broadband will resolve the issue when it arrives as one of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the TV/puck. Note this is not the speed being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters.

[Jacob77]

I have done the speed test on Netflix app with my sky puck Ethernet cabled straight into my router and says I'm getting 83mbps. Yet it's still freezing . Less often but still doing it. 

[Angel_Aka]

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@Jacob77 wrote:

I have done the speed test on Netflix app with my sky puck Ethernet cabled straight into my router and says I'm getting 83mbps. Yet it's still freezing . Less often but still doing it. 

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Is WiFi turned off in the puck's network settings? 

[Jacob77]

No WiFi is turned on

[Angel_Aka]

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@Jacob77 wrote:

No WiFi is turned on

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Turn it off then. SkyOS is somewhat random in that it keeps WiFi turned on, even when an ethernet cable is attached, and will try to use WiFi over ethernet so you need to make sure WiFi is OFF in the settings and then restart the puck to make sure it stays off. 

[Jacob77]

Oh okay thank you I will do that now. Should I reset by pressing the button on the bottom of the puck for 30 seconds till it fully resets? 

[Angel_Aka]

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@Jacob77 wrote:

Oh okay thank you I will do that now. Should I reset by pressing the button on the bottom of the puck for 30 seconds till it fully resets? 

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No. Do a restart from the settings menu. 

[Jacob77]

Thank you. I have turned WiFi off and reset it like you said. Fingers crossed now. 

[Angel_Aka]

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@Jacob77 wrote:

Thank you. I have turned WiFi off and reset it like you said. Fingers crossed now. 

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Good luck. Hope it improves for you.