Stream box keeps switching off.

[JohnJT17]

We changed to Sky Stream from Virgin and are regreting it. 

The Stream box keeps switching off mid viewing, despite sleep being set to OFF.

Subtitles are not constant and drop out or no longer come on after an add break.

Why does it always go to HOME rather than coming back  on the last chanel selected.?

We have a 943mbs connection so it should be solid.

[Exiled-in-HH]

Have you check the connection speed the Puck is getting?

Using the Netflix Network Check?

[JohnJT17]

I have not used Netflix but have run other speed checks .which show that it is capable of suporting streaming on multiple devices simultaniously.

After reading other posts this seems to be a measure impsed by Sky as a Eco move.  It is dam anoying and I doubt we will be renewing at the end of tis contract.

[Exiled-in-HH]

You need to run the check on the Puck😉

[JohnJT17]

Just had a look in Netflix and I can see no option to do any ststem or speed check.   Can you give me instruction on how to do it.  Broadband speed to Laptop in same room is 630mbps and 550mbps so should be faster as it is driect wired to 943mbps ans 931mbps on Firebre to box

[Exiled-in-HH]

On the Netflix app .... select Get help ... then Check Network😊

[JohnJT17]

Thank you for the info.

The speed according to NETFLIX is 87.32mbps

[Exiled-in-HH]

That's a good speed the most a Puck can get is 100 Mbps😉

Report your issues to Sky and request a replacement Puck🙁

[Dazzasky]

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@Exiled-in-HH wrote:

That's a good speed the most a Puck can get is 100 Mbps😉

Report your issues to Sky and request a replacement Puck🙁

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I can get 504 Mbps via Netflix on my puck. 

[JohnJT17]

The box seems to be OK but it is annoying that I have to regularly interact with it.  It cuts out after about 2 hours if no reaction such as a channel change or even a volume change.   Doesn't make for easy viewing as I was doing last night streaming Robson Green's Weekend Breakes  12 episodes end to end.   There is a sleep option set to OFF but SKY over ride this with this so called ECO feature.  It after about 3 hours asked if we were still there and viewing.. but has attempted to cut out before this.  We have YouFibre delivering 943mbps download and 941 upload speed attached so it should be capable of streaming uniterupted.  If I wanted to leave it on 24/7/365 that is up to me.  It is not Sky's place to dictate how long I should leave it on.

[Exiled-in-HH]

Sky isn't imposing that on you the government has passed legislation that does🤔

If you are happy with your Puck there's no need to request a replacement😉

You could complain to Sky that they should implement a longer timeout eco settting🙂

[Stelee68]

I have the same issue with my puck. Just checked the speed on Netflix as suggested and I'm getting 17mb!! This is clearly **bleep**. And after Sky sent me a Wi-Fi booster!!  Someone tell me what I do next. Not happy at all with this speed. In a world where everything relies on wi-fi this is just not good enough!!

[lettice]

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@Stelee68 wrote:

I have the same issue with my puck. Just checked the speed on Netflix as suggested and I'm getting 17mb!! This is clearly **bleep**. And after Sky sent me a Wi-Fi booster!!  Someone tell me what I do next. Not happy at all with this speed. In a world where everything relies on wi-fi this is just not good enough!!

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That level of speed is not going to be enough for Sky Stream.

Sky recommended minimum broadband speed for Sky Stream/Glass is 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD, plus a few Mbps per puck if using the Sky Sports latency options.

What Sky broadband do you have, in what is your minimum guaranteed speeds that Sky mention to your house?

Might be worth looking to see if you can upgrade to a fibre connection with Sky, the price difference should be the same or maybe even less.

[Stelee68]

Hi

Sky are clearly not able to provide the speed promised. The guarantee 41mbps. 
I'm apparently on super fast broadband!

Fibre not available in our area. 

[lettice]

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@Stelee68 wrote:

Hi

Sky are clearly not able to provide the speed promised. The guarantee 41mbps. 
I'm apparently on super fast broadband!

Fibre not available in our area. 

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Superfast is the old copper broadband.

If you do not have fibre available, either by Sky, Virgin or an altnet provider,  all we could suggest is that you use an ethernet cable from your Sky Stream puck or use a pair of Powerline adapters instead of a wifi connection to give you a slightly better speed.

You are though, even with 41Mbps newr the lower end of the recommended speed for having a stable streaming experience, especially if other devices are being used in your household at the same time.