Stream On Demand not working

[ThePonkBox]

Stream On Demand not working. 

Keep getting spinning cog after initial advert. Nothing loads. If it does it keeps stopping and freezing. This is on more than one channel.

Rebooted / Hard Reset done / Rebooted Router. Internet is fine at download of over 300mbs.

Puck says Wifi is excellent.

[mikealanr]

Hi @ThePonkBox 

Are you with a smaller ISP or Altnet by any chance?

MikeAlanR

[ThePonkBox]

Virgin and its running very fast. 

[lettice]

You have tried most obvious things.

What do you mean by ' hard reset'?

Is this problem only with On demand content, are your live channels and apps all running without issue?

Could you give some examples of what programme or episodes the On demand content fails and how you are selecting them?

[ThePonkBox]

Hard Reset on Puck. Followed online instructions hold button underneath until light goes orange.

On demand only. Selecting from previously / continue watching area of home page. 

Sound not syncing on most channels even with changing m/secs in Settings.

Home screen is also slugish when moving around now. 

I think the puck is dying. Third one I have had they are not brilliant quality in my opinion.

[lettice]

Thanks for update.

Doing that reset is fine, it's doing a factory reset we do not recommend, unless you have been advised by Sky or on a call with Sky, as doing a factory reset can cause ongoing account issues that only Sky can sort out.

Scrolling through the menus should not be a slow experience.

I know you mention you have a 300 Mbps broadband.

Would say it may not be the problem, if your live TV and apps are running ok.

But, 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 handful of times, say over a half hour period between tests.

What is your speed?

Plus, even though you have restarted your broadband router.

Can you try this.

Put the puck into standby mode, do not power off.

Power down your broadband router and keep it off power for half hour or more. This for most ISPs resets your WAN ip connection.

After that half hour power off or more, power on your broadband router.

Once your router is up, bring your Sky Stream Puck out of standby using the Home remote control key, not the power remote control key.

Go straight to a live linear TV channel like Sky News and play that for at least five minutes.

After, that go straight to the Puck settings and do a settings restart.

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