Sky streaming

[Pauleastington]

When watching live TV channels, picture is freezing now and again. When playing shows via apps there is no problem. Anyone else having this issue

[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?

[Pauleastington]

Speed is 6.8mps

[MarkGoldsmith]

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@Pauleastington wrote:

Speed is 6.8mps

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Thats your issue then. The Sky streaming platform needs a minimum of 30-35 Mbps for the platform to work as expected.

Do you know what the download speed is you get to your property? This will determine if the issue is with the available broadband speed to your property or a localised network issue.

[mikealanr]

Hi @Pauleastington 

That will be the issue Sky say you need 25Mbps for HD and 30Mbps for UHD. What speed is your broadband package? You may have a better experience using homeplugs or ethernet cable or using a wireless booster or repositioning your puck.

https://www.sky.com/help/articles/sky-stream-faqs

MikeAlanR

[Pauleastington]

Tested broadband and getting 144mps

Other Sky puck users have reported the same problem, can you confirm that the Puck is ok?

[mikealanr]

@Pauleastington 

We are fellow customers here on the community. But broadband speed is only part of the equation. If your puck is receiving 6.8 there is something making the WiFi signal weak. It could be positioning etc. WiFi channels etc could need changing or you need a booster.

MikeAlanR

[MarkGoldsmith]

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@Pauleastington wrote:

Tested broadband and getting 144mps

Other Sky puck users have reported the same problem, can you confirm that the Puck is ok?

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If you have the puck connected by Wifi then its likely the Wifi signal the puck is receiving is too weak and thats why you are getting the poor speed on the puck.

You can try improving Wifi signal strength and stability by moving the router/puck. The key is to ensure both are out in the open and aren't too close to anything that will block the wifi signal, like other electronic devices or radiators. The other option is to connect the puck via ethernet cable instead of Wifi, by connecting an ethernet cable, turning Wifi off in the puck's settings and then rebooting the puck.

[Dazzasky]

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@Pauleastington wrote:

Tested broadband and getting 144mps

Other Sky puck users have reported the same problem, can you confirm that the Puck is ok?

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Try fixing by rebooting your router and puck. Sometimes that's all it needs to fix the issue. I'm going to presume your speed to your home is over 150mbps so that should be plenty unless you have a lot of devices that use your WiFi. @Pauleastington 

[Pauleastington]

Problem only occurs when watching live channels, no issue with Netflix, sky movies etc...

[lettice]

Your low wifi speed you mention to the Puck is the issue.

Live channel streaming is never going to work well if at all, with that speed.

Sky recommended a minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck, watch in UHD or use the Sky Sports live sync option.

Apps, like Netflix and YouTube can run at lower speeds, but could still be poor at times, at your low speed.

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.

Your puck 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-...

[Pauleastington]

Many thanks to all the very helpful comments, problem now fixed.

Regards Paul