TV menu page freezing

[Super+Anthony]

Once again the TV menu bar froze and then got the black screen but then opened up again

 Are Sky going to do something about this and fix?

I keep saying stream is a great product but there needs to be updates on the Puck and or software / firmware

[mikealanr]

@Super+Anthony 

Sky publish software updates to the puck as part of a regular software cycle. What they aren't great at is telling people what has fixed or changed. For example here: https://www.sky.com/help/articles/sky-software-updates is refering to QS028 or higher, but we are on QS030 and there isn't public release notes.

As this is a customer helps customer forum, you want find information on what is planned in a release unless Sky make it public, they generally keep their cards to their chest.

Not experienced your issue personally, but guess it would depend how many reports Sky get as to how quickly they prioritise work in that area of the system.

MikeAlanR

[Super+Anthony]

Thank u @mikealanr what's in the new 30, have you noticed much?

It's very frustrating and Sky are not overly helpful with sorting the issues and keep saying it's an issue with ISP. Spoken to my provider and they have said they have sorted there side and is for Sky to sort and likely to be there puck which is now quite old and needs big update

[mikealanr]

@Super+Anthony 

Who's the ISP out of interest? I would be talking everythjng they have said with just as much salt as companies such as Sky. Especially as they say they have resolved something. As I say I've had Glass since the begining and there have been updates every few months.

You can tell how wideside an issue is by the amount of people who post here. There have been some issues that have been experienced by those with particular ISPs and routers etc. and to be fair to Sky it's hard for them to test with every isp / configuration out there.

In QS030 noticed some changes to voice commands and a few tweaks here and there.

MikeAlanR

[Super+Anthony]

I am with hyperoptic and they have assured me that everything has been fixed on their side and they have run tests to my router and it's all running fine. The issue is the puck  @mikealanr we just need Sky to accept and to sort yet another issue with an outdated puck

[Exiled-in-HH]

The issue with the Hyperoptic issues is other ISPs don't have them🤔

@Super+Anthony  have you resubmitted a formal complaint to Sky stating Hyperoptic's claim😉

[Super+Anthony]

@Exiled-in-HH I have emailed this morning for help

[mikealanr]

Hi @Super+Anthony 

I tend to agree with @Exiled-in-HH. I'm on EE and not seeing the issue you are having. You keep using the phrase outdated puck? In what way is it outdated? The hardware is 2 years old, but isn't like to change any time soon. The software is updated regularly.. what update has hyperoptic said you need? 

The forum would be flooded if the issue was widespread. Like when there were DNS issues with some smaller ISPs a few months ago. Fingers were being pointed by both parties and then they finally co-operated and it as a DNS issue with the ISP... 

Not saying it cant be an issue with your puck, but wouldn't have thought hyperoptic aren't overly qualified on the subject. You could ask Sky to swap your puck to rule out a fault with your particular unit. But if hyperoptic are saying something needs updating, they should specify what it is! 

MikeAlanR

[Super+Anthony]

On lots of posts people having several different issues. There are issues with the puck and that's really for Sky to deal with as I don't have the answers. Hyperoptic have said there are no issues on there side any longer and also my router is functioning correctly. That clearly shows there is an issue on Sky's side.

I won't say anymore on this as I am bit frustrated with it all, though I do love stream. Just want it to work correctly

[MarkGoldsmith]

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@mikealanr wrote:

Hi @Super+Anthony 

I tend to agree with @Exiled-in-HH. I'm on EE and not seeing the issue you are having. You keep using the phrase outdated puck? In what way is it outdated? The hardware is 2 years old, but isn't like to change any time soon. The software is updated regularly.. what update has hyperoptic said you need? 

The forum would be flooded if the issue was widespread. Like when there were DNS issues with some smaller ISPs a few months ago. Fingers were being pointed by both parties and then they finally co-operated and it as a DNS issue with the ISP... 

Not saying it cant be an issue with your puck, but wouldn't have thought hyperoptic aren't overly qualified on the subject. You could ask Sky to swap your puck to rule out a fault with your particular unit. But if hyperoptic are saying something needs updating, they should specify what it is! 

MikeAlanR

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In additional to these comments from @mikealanr its worth noting that the hardware in the pucks isn't required to be of high spec due to the client server architecture the sky streaming platform runs on.

Its  likely using  lower spec cheaper hardware may cause more hardware failures that require puck replacements but general platform experience is highly unlikely to be improved with any more powerful hardware in the pucks themselves.

[Exiled-in-HH]

If Hyperoptic claim they have done everything to meet Sky's requirements ... it is up to Sky to reject that claim🤔

[Super+Anthony]

Sky just need to accept responsibility on a product that is not functioning correctly and they also need to stop saying its our ISP or Wifi issues, just like the other post about pixelation. There is too much evidence on a separate post that people are having numerous issues and are all on different broadband providers. The common factor therefore is the Sky Puck which is the issue