Stream isn’t working properly

[Jdub69]

I have been having a few issues with sky stream via the puck and I'm paying a fortune for it.

firstly the it fulls out of sync all of the time which is so frustrating.

secondly it just randomly turns off (not power mode) this can be within minutes of turning on.

thirdly I can't turn on subtitles.

is anyone else having these problems 

I feel like this has been missold as I'm not getting the service that I signed up for.

[AndrewF_UK]

Regarding the sync issue, this is a known problem on Sky Stream and there's an active discussion about this issue.

Regarding turning off, is this during watching content or when it's paused? Sky Stream will turn off automatically after 10 minutes of paused inactivity to comply with European law (puck is sold in multiple countries). 

Regarding subtitles, is this on live TV or on-demand? This guide should help. 

[Jdub69]

thank you I'll have a look at the discussions about the puck.

in regards to the turn off all the times it has turned off has been whilst watching live tv 

[AndrewF_UK]

That's annoying. Are you sure the plug is fully in, it sounds like it might be losing power. If not it might be worth phoning Sky about a replacement as that's definitely not normal. 

[Fothergill1]

Hi @Jdub69  Just to add to the reply you have already received from @AndrewF_UK . 

When you experience the lip sync if you flip to another channel and back again it will be get things back in sync.   This is just a temporary quick fix whilst Sky find a permanent solution.