Stoppages

[WernerN]

My streaming often stops with a comment that the program has a fault or is downloading. It really is killing. Has been going on for a couple of months. It is impossible to make a voice connection with Sky people. My internet is 500mbps+. Also seen from Speedtest app. The stoppages is really very frustrating

 

[Nigelb1972]

Run a speed test via the Netflix app so that you can see what speeds your puck is recieving.

[WernerN]

Ping 4ms

download 303Mbps

upload 292 Mbps

[lettice]

@WernerN 
This sounds like your puck is not getting a reliable signal on your local network or may be suffering from some kind of local interference.

 A speed test run on another device nearby your puck, will not show much of a true connection, you need to run the network  test on your puck, as mentioned above.

Can you do a network speed test on your puck.
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 several times, say over a half hour period or at your busiest known household internet usage time.

What is your speed?

Also, it may be suffering from some local interference, 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.
Try and place the puck 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.

[WernerN]

Thanks Lettice,

speedtest indicates good speeds,  averaging around 400-500Mbps.

 puck is isolated from other devices.

i done all the resetting etc.

still giving occasional streaming issues.

i wonder if the puck itself could have an issue?

[lettice]

@WernerN 

Looks to be good from what you have tested and yiur positioning the networking and interference side.

Might be worth working with Sky to see any kind of other issue.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[WernerN]

Thanks Lettice,

your help is much appreciated