Sky streaming puck requires regular rebooting.

[Geoffw6969]

My Sky streamin* puck needs rebooting at least once every evening.

This happens when I want to stream an app. It doesn't seem to matter which app any is likely to fail. 
The symptoms are for example:

on Netflix or Prime etc, the loading 'circle' either just keeps turning or stops and fails on 20%.

on Apple TV it simply goes black when I want to stream a programme.

Rebooting fixes the problem but it is annoying to have to keep doing this and I am worried that the puck might fail completely if I keep doing this.

My broadband is superfast -  500mbs

hope that is enough detail.

[bydandie]

Have you raised a complaint?  They can log onto you puck and look at the error logs, and also escalate to developers if needs be.  It also means that they issues are formally logged as they are complaints, rather than just posting here (not saying don't post here, but some of the proposed responses are very generic - if the boxes need rebooting or connecting to ethernet to resolve issues, then that is only a temporary fix and not solving the issues).

In terms of your WiFi connection, if you run a speedtest near to the puck then what are you getting back (speed and jitter)?

[Geoffw6969]

Speed test = 536Mbps download. 535Mbpsbupload. Jitter 0ms.

can you please tell me where to register the complaint?

I've tried the online chat but went round in circles. Will I have to phone them?

.

[bydandie]

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@Geoffw6969 wrote:

Speed test = 536Mbps download. 535Mbpsbupload. Jitter 0ms.

can you please tell me where to register the complaint?

I've tried the online chat but went round in circles. Will I have to phone them?

.

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https://www.sky.com/help/articles/how-to-make-a-complaint

[Geoffw6969]

Thank you.

unfortunatly the complaint form fails to upload. It says  'try later'. I will try again tomorrow.

[Fothergill1]

@Geoffw6969 Try the following link.  I just tried it and it worked perfectly (It will ask you to sign into your MySky account):  https://www.sky.com/help/forms/complaints 

[Geoffw6969]

Thank you for the link.

unfortunately it still reports - "The form failed to submit, please try again later".

Also, attempting to message results in "messaging is not currently available, please try later" followed by the 'opening hours' (I tried within those hours).

[Fothergill1]

@Geoffw6969 Sorry to hear it still doesn't work.  I must be another issue at your end as I have just tried the link again and it took me straight to the relevant form.

Unfortunately, I would suggest you will have to bite the bullet and phone Sky and ask them to replace the puck.

[Geoffw6969 · Accepted solution]

Thanks again. It is very helpful that you confirm that it works for you.

i am going to try using a different laptop to see if the form or message works.

if not, I will follow your advice and phone them.