Stream box keeps switching off.

[Stelee68]

So I've swapped to virgin Broadband, speed is no issue as I am on now on fibre. Average speed at the puck is 280mbps. 
Sky have also sent me a new puck. 
However, this is still powering off after approximately 15 minutes viewing. 
I am at a loss now as to what is causing this. 
I'm even beginning to think there may be an issue with the TV itself i.e. the hdmi port. 
Please help, I am now clutching at straws. It is so annoying 

[lettice]

---

@Stelee68 wrote:

So I've swapped to virgin Broadband, speed is no issue as I am on now on fibre. Average speed at the puck is 280mbps. 
Sky have also sent me a new puck. 
However, this is still powering off after approximately 15 minutes viewing. 
I am at a loss now as to what is causing this. 
I'm even beginning to think there may be an issue with the TV itself i.e. the hdmi port. 
Please help, I am now clutching at straws. It is so annoying 

---

If that speed of 280 is via the Netflix app on the puck, your issues are probably not down to any speed issue.

Is this powering off happening when watching a live channel?

Are you using the Sky  hdmi cable that came with the puck. If not what is it?

It might be worth removing the hdmi port from the TV and puck and reseating it or trying the cable in a different hdmi por5 on the TV.

If changing over hdmi ports or just reseating the hdmi cable, repower the  TV each time.

[Stelee68]

Looking back, my issues started after my Hisense tv had an update. So today I have reset the Tv back to factory default and, touch wood, not happened since. Watch this space

[Stelee68]

Of course, spoke too soon!! Puck switched off this morning after 15 minutes viewing. Now at the end of my tether!! So I ask again, why is my sky stream box switching off!! I've now tried everything. 

[Jporch316]

---

@Stelee68 wrote:

Of course, spoke too soon!! Puck switched off this morning after 15 minutes viewing. Now at the end of my tether!! So I ask again, why is my sky stream box switching off!! I've now tried everything. 

---

Have you tried it in a different TV to see if it still switches off ?

[Jon34]

Just thought have you tried turning hdmi control off?

Settings > start up and standby 

You can also turn off hdmi cec on your tv

The only other thing I can think of is resetting the sky remote so that it's in IR mode, maybe the remote time out for when you put it down is doing something it should be.

I do know that this forced eco mode turns mine off, even if I'm watching something

[Stelee68]

I haven't tried that yet but I have tried another steam box from upstairs on the same tv and the same thing happens. I'm starting to believe it is the tv that's causing it. 
thanks

[lettice]

---

@Stelee68 wrote:

I haven't tried that yet but I have tried another steam box from upstairs on the same tv and the same thing happens. I'm starting to believe it is the tv that's causing it. 
thanks

---

This sounds like your TV is occasionally losing  your hdmi/cec handshake.

I would unlink the TV CEC option for the hdmi port the Sky Stream  hangs off.

Make that off/on TV settings change, repower the TV, by removing plug for a minute or so, so it force keeps that setting. 

Power the TV on, hit home button on Sky Stream and do a Sky Stream settings restart.

[AJB25]

My Sky Stream puck keeps freezing and switching off mid-programme. The picture will freeze and I can't do anything to unfreeze it, the remote control doesn't register.  Often the screen will go blank, and the the puck's light goes off. I have followed the instructions mentioned online: switching it off at the wall and turning it back on again; plugging it into another socket: resetting the puck. It will be ok for a while and then turns itself off again. I can't trust that it will stay on when I watch the tv. Can I be sent a new puck please?  I have only had Sky Glass for a short while and already am having problems. Thanks. 

[Fothergill1]

Hi @AJB25 As this is a customer help forum you are not addressing Sky with your request for a replacement puck.

I see you have tried some troubleshooting of your own but can I also suggest you check your Wi-Fi speed being received at the puck (not incoming from your ISP to your router).  This can be done by opening the Netflix App and going to get help and then check your Network.

The minimum speeds you need are as follows

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume you have nothing else using your bandwidth.

[Stephen+Mourton]

@AJB25  Sorry to hear about your problem.  Unfortunately we on here are not Sky just customers like yourself trying to help out.  You would need to ring Sky for a replacement puck.

As a bit of advice two main things can cause the problem you are finding so worth trying if not done so already.  First can you check your internet speed and see what the reading is.  Netflix has a speed checker in there Settings.

Also where your router is in relation to your puck is also important.  If you are not connected with an Ethernet cable between your puck and router make sure they are not next to each other and when separated make sure they have a direct line of sight to each other with no other objects near them or the router is not near glass or a mirror.  All this can effect your reception.

[AJB25]

Thanks for your reply. I've checked Netflix as you suggest, and the speed is 131.72 mbps.   The problem I'm experiencing has only happened since I got Sky Glass (and the puck) earlier this year - prior to that I had Sky Q and a mini box and - apart from some overheating issues with that kit -there wasn't this freezing screen/switching off problem that I now have.  I'm a bit stumped! 

[Jon34]

This definitely sounds like a faulty puck to me, either ring sky or starts a chat with them from the help section.

[Stelee68]

They sent me a new puck. Same result. I've even changed my broadband to virgin fibre as Sky can't provide fibre in my area. So speed not an issue either. 

[MarioSkouros]

Is there anyway in switching off rest mode on the sky stream box