Sky streaming Puck keeps freezing

[Lisajb]

Have recently recieved the sky streaming puck. It's ok but every now and then it will freeze so I have to disconnect the power to get it going again. Does anyone else have this issue and is there something I can do to stop this happening.

[lettice]

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?

[Lisajb]

Hiya, I have check the speed and couple of times and it's saying average of 126.00 mbps Is this OK. Someone did saying should connect it to the ethernet cable direct from router, would this stop the freezing?

[Lisajb]

I am so sorry, I have just re read my last message and am shocked at all the wording mistakes on there. I really should read my messages before submitting them. I hope you can understand what I was saying.

[lettice]

If that is on wifi, that's great for Sky Stream and should give you a good experience.

No need for you to move over to ethernet.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

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.
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, smart meter in home displays, microwaves and the like.
You should be 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 if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[BenJoBanjo]

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@Lisajb wrote:
Hiya, I have check the speed and couple of times and it's saying average of 126.00 mbps Is this OK. Someone did saying should connect it to the ethernet cable direct from router, would this stop the freezing?

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That speed is more than enough for Sky Stream to function. Connecting via ethernet and turning off WiFi can maintain a more stable service for some people so it's worth a go. Service interruptions are often the fault of Sky's servers though. A regular reboot of your puck can re-establish a connection to make things smooth again. 

[lettice]

Plus, rather than removing the power, you can restart your Puck in settings;

Go to Settings>Systems Management>Resets & Updates

Select Restart device

Your Sky Stream puck will perform a reboot. It will take a few minutes to complete