Stream connection issue

[adamt1974]

I have 2 stream pucks and one of them has started having connection problems with constant picture judder. The sky app says the issues is my broadband but it's not. The puck is hard wired and if the issue was broadband we would have issues with the other puck as well, but we don't. Also all steaming services we use are working well. I've tried rebooting and changing picture settings on the tv but nothing works. 

our contract is up next month so this is looking like a good time to leave. It's expensive and buggy.

[Angel_Aka]

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@adamt1974 wrote:

I have 2 stream pucks and one of them has started having connection problems with constant picture judder. The sky app says the issues is my broadband but it's not. The puck is hard wired and if the issue was broadband we would have issues with the other puck as well, but we don't. Also all steaming services we use are working well. I've tried rebooting and changing picture settings on the tv but nothing works. 

our contract is up next month so this is looking like a good time to leave. It's expensive and buggy.

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Do you have WiFi turned off on the network settings of the puck you have hard-wired? 

It stupidly will often default to trying to use WiFi, even with an ethernet cable attached. 

Also, run a network check from the get help menu on the Netflix app. If you are connected correctly via ethernet then the connection will max out at around 90Mbps as the ethernet port is limited to 100Mbps. 

[adamt1974]

Hi, yes WiFi is turned off and testing in Netflix it's 86mps. I don't think it's a problem with out setup as it's been the same for a couple of years. 

[Angel_Aka]

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@adamt1974 wrote:

Hi, yes WiFi is turned off and testing in Netflix it's 86mps. I don't think it's a problem with out setup as it's been the same for a couple of years. 

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Are both your pucks identical? Newer ones are the IP061B variant. The original are just IP061. 

The newer ones have a slightly different chipset inside and are said to have better thermal control and are slightly faster. The newer ones have a flatter grey power supply, the older ones have a large black power supply. 

[adamt1974]

Yes they are identical 

[Angel_Aka]

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@adamt1974 wrote:

Yes they are identical 

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Are they IP01 or IP01B? It's printed in small letters on the underside of the pucks. 

[adamt1974]

And they are older variant not new

[lettice]

@adamt1974 

Looks like you have tried enough to do some initial resolution of your 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

[Hunter2660]

Have you swapped pucks to see if the problem stays with the iffy puck?

[adamt1974]

Yep swapped pucks and the other one worked absolutely fine. So it seems to be a puck problem and not network/setup