Stream poor quality

[LB695]

I'm a month into my Sky Stream contract and the quality across channels (standard & Sky own) is woeful

crashing, stuttering, buffering, jumping - whatever label you want to call it

I've moved to this product because it's wireless with router in another room from main tv, we've moved from Virgin Flex which was the same system and this worked FINE with no issues

What am I doing wrong?

[Angel_Aka]

@LB695 

Sky Stream pucks can be very susceptible to interference and they rely entirely on you providing as fast and stable a connection as possible. SkyOS is almost entirely server-based so therefore can require the customer to troubleshoot their home network a lot more than for other devices in order to get an acceptable service. 

Give your router and the puck a full reboot then run a network check from the get help menu on the puck's Netflix app. This will tell you the speed actually being received by the puck. You need 25Mbps as a bare minimum to have any hope of getting a reasonable service. 

[lettice]

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@LB695 wrote:

I'm a month into my Sky Stream contract and the quality across channels (standard & Sky own) is woeful

crashing, stuttering, buffering, jumping - whatever label you want to call it

I've moved to this product because it's wireless with router in another room from main tv, we've moved from Virgin Flex which was the same system and this worked FINE with no issues

What am I doing wrong?

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@LB695 

Does sound like the puck is not getting a fully reliable local network connection at times or you may be suffering some kind of interference. This is a key factor for a reliable experience with Sky Stream and Sky Glass.

Best way to test is via a network speed test on your puck.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running several times, over say a half hour period during tests or at your perceived busiest household internet usage time.
What is your speed on the puck?

Also, it may be suffering from some kind of interference, more often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
If you can, have the puck in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

It is recommended to give your puck a restart at least once a week, clearing any local cache.

Do this via the settings restart, not a power restart. The settings restart does do some extra slight cache refreshes and checkpoints.

Let us know your results.

From what is shown, we can if needed arrange an escalation to Sky via a chat with the Sky community escalation team,  with some further diagnosis.