Stream goes black and rewinds

[Yorkshire+Dad]

I have two Stream pucks and both repeatedly go black and then the programme restarts 5 seconds earlier. I frequently get "loading content" in the middle of a programme. I've unplugged both sets and it still does it 5-6 times in an hour. Please help. Thanks

[SlenderRobert]

@Yorkshire+Dad 

What is your broadband speed? Are you connecting via WiFi?

Check what speed is being received by the pucks by going to the Netflix app, navigate to the Get Help section and choose network test. 

[Yorkshire+Dad]

Hi thanks for replying. One is connected via Ethernet and one via Wi-Fi. My speed is usually 350-400 mbps. Just tested the one in the bedroom connected via Wi-Fi and that's 27mbps

[SlenderRobert]

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@Yorkshire+Dad wrote:

Hi thanks for replying. One is connected via Ethernet and one via Wi-Fi. My speed is usually 350-400 mbps. Just tested the one in the bedroom connected via Wi-Fi and that's 27mbps

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That's on the borderline of what Sky recommends (25Mbps) and unfortunately the pucks are very sensitive to speed fluctuations, particularly over WiFi, so if you can connect it via ethernet then you'll stand a better chance of having a smooth service. 

[Yorkshire+Dad]

Sorry I missed off a zero. It's 270 mbps

[SlenderRobert]

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@Yorkshire+Dad wrote:

Sorry I missed off a zero. It's 270 mbps

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Oh, well then that's absolutely more than enough. 

Who is your ISP? Do all other devices using your broadband function correctly?

[Yorkshire+Dad]

I'm with Virgin, no problems with anything else just the Stream

[SlenderRobert]

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@Yorkshire+Dad wrote:

I'm with Virgin, no problems with anything else just the Stream

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There were some issues with Virgin and Stream/Glass a few weeks ago but they seem to get resolved pretty quickly. 

There's honestly no rhyme nor reason as to how these pucks work. They're fine for some people and horrendous for others. 

I have a 500Mbps connection on ethernet to mine and have rarely had buffering issues in the 8/9 months I've had it. It's the woeful fast forwarding and slow, clunky apps that stop me using it much though. 

All I can suggest is you log it with Sky and see if there's anything else they can suggest. If you're getting issues with one of your pucks on ethernet too then there's clearly something wrong somewhere. 

[Yorkshire+Dad]

Thanks for your advice, I appreciate it greatly 

[SlenderRobert]

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@Yorkshire+Dad wrote:

Thanks for your advice, I appreciate it greatly 

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No problem. Hope you get it sorted.