Sky streaming keeps freezing and needs a reset... I've run out of options (I think)

[Bbol74]

Hi, Sky Community. I have searched the site and read many replies to similar questions, but they all refer to doing what I already did.

The problem:

Sky puck / streaming freezes or shuts down at least twice a day, but more often, it is three or four times. When freezing, symptoms vary from a complete freeze to an inability to turn off or stop. Always, eventually needing a full restart. To be clear, the puck starts ok, the white light shows, and the service works... until it doesn't and requires the hard restart.

The ask:

Does anyone have any further ideas of what I can do, or is this a job for Superman? Or maybe Sky Customer Services?

The story so far:

1. Made sure that the TV is on the correct input/source.
2. Soft restarts using the power button.
3. Hard restarts by switching the puck off and back on after a minute (power cable removed).
4. Checked all of the cables and used different HDMI slots. This includes the ethernet cables.
5. Used wifi and hard-wired connections.
6. Moved the puck when using wifi so it is in the open and at least a metre from anything else.
7. Run diagnostics on the wifi - 487.9mbps download and 387.8mbps upload
8. Used other devices to see if it is the TV - they all work.
9. Used the same cables with other devices, and they all work.
10. Shouting and throwing my hands up in the air!

The reward:

For a response that solves the problem, the everlasting satisfaction of knowing that you have saved the sanity of a middle-aged man plagued by a family crying foul that they cannot watch the latest episode of Eastenders!

PS. And my thanks.

[Padam_Padam]

@Bbol74 

An excellent post - that made me smile! 

It sounds like you've been very thorough with your troubleshooting so all I can really suggest is you ring Sky and ask for a replacement puck to see if it functions better. 

[MarkGoldsmith]

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@Padam_Padam wrote:

@Bbol74 

An excellent post - that made me smile! 

It sounds like you've been very thorough with your troubleshooting so all I can really suggest is you ring Sky and ask for a replacement puck to see if it functions better. 

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I agree. I can't think really of any other troubleshooting or other tests you could run in a bid to prove it wasn't the Stream puck at fault. The next logical step is a replacement puck to see if that helps.

If its not the puck, the only other thing it could be is your ISP, i know some customers have had issues with the platform working as expected on some ISPs.

[Exiled-in-HH]

Who is your ISP?

What is your.Puck's internet connection speed measured using the Netflix network check?

[Bbol74]

Hi @Exiled-in-HH . Thanks for your reply. 

I had checked with a different speed test but I've just gone on and used the Netflix one. I get a result of between 160 and 210mbps. 

My ISP is community fibre. 

I'd be interested on your thoughts?

Many thanks. 

Bbol74

[MarkGoldsmith]

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@Bbol74 wrote:

Hi @Exiled-in-HH . Thanks for your reply. 

I had checked with a different speed test but I've just gone on and used the Netflix one. I get a result of between 160 and 210mbps. 

My ISP is community fibre. 

I'd be interested on your thoughts?

Many thanks. 

Bbol74

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The only issue i recall being posted about on here with Community Fibre, i think was related to a user being given an IP address that resided outside the UK, which i dont think would cause the issues you have mentioned.

I guess the best way to eliminate community fibre being the cause of the issue is to get a replacement puck and see if its the same or not.

[Padam_Padam]

I have a Community Fibre connection and it's been flawless. No issues with Stream or any other device via WiFi or ethernet. 

[Exiled-in-HH]

Best to request a replacement Puck from Sky.... also inform Sky you are using Community BB and have a highly variable connection speed🙁

[Nav78621]

I have the same issue!  Whilst watching movies it freezes and then goes blank!  We then have to enter pin.  So really watching a movie is very annoying due to all the delays/pauses!

We also have Community Fibre!

[jatin000]

Hello,

So I have the same problem and have just posted a similiar question. My Sky stream puck has been online for 2 weeks and yes we experience the random stoppage. Today during the FA Cup matches the stream suddently decided to halt and stop working, the message always shows no wireless connection. Even though the puck is hard wired.

If you go to the settings and flick the OFf to ON and to OFF again this stops the puck from reconnecting, takes about 10mins. I had to manually pull the RJ45 cable from the puck and reconnect back which connection and streaming took abut 5mins.

What I dont understand is why does this happen randomly, everyday without fail, and looks for wireless even though these are hardwired.
Anybody got any hidden secrets to the sky stream puck to stop the disconnection. We had Virginmedia for 20yrs and not one single problem with the boxes.

From jatin

[jatin000]

Hi,

With community fibre have you go the 500Mb or the 1G service as those speeds look like thier more than half duplex, so doesnt read right to me.

With the puck, my just drops the connection, its a bit strange, I dont think its the internet {with sky} as our other devices all work on wireless.

The ethernet devices are all fine, so to me something on the puck keeps looking for a wireless connection. Need to stop that.

From jatin

[Super+Anthony]

I also have the same issue but with another broadband provider. My Ethernet speed test is 90 and on WiFi is 500. Sky have been very helpful and are sending me a replacement puck 

it doesn't happen for a week and then 3 times on a day

I doubt very much that its my broadband causing the issue as it's fine with everything else

I really think the stream is great through