Temperamental sky puck

[Jen160]

We changed from the old sky q box to stream with the little puck. 
it can be fine for days then drive is crazy with lots of different faults. It will freeze the picture and keep sound going. Or the screen will go black. Or the menus will freeze. There doesn't seem to be any reason or consistent cause. It will happen on various apps or the menus. You have to unplug the box and restart it. 
We followed all the self help guides and have done a connection test. We have a really good connection with speeds over 80. There's nothing near that could be causing interference. 

can someone please help with any suggestions of what else we can try? 

[lettice]

Firstly, can you report what your puck network speed is from the puck, not your router broadband speed.

Can you do a network speed test on each of your Pucks.
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 the test several times, say over a half hour period.
What is your speed?

Sky recommended minimum broadband speed is 25 Mbps.

.Or 30Mbps if you add an extra Sky Stream puck or watch in UHD.

Watching via the Sky Sports live sync option will add a few Mbps per puck.

Rather than doing a physical power reset, you can do a settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Different ways to get to the settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

[Jen160]

Hi

thanks for replying! 
the speed of 80 did come back from the Netflix test. Sorry - that wasn't clear. We have read other articles about similar problems and saw this was a normal request so did check that first. I'll monitor the speeds over a period today 
We have restarted through the app and also done what was like a 'hard reset' which went through the whole set up again. Unfortunately it froze a half hour after doing that! 

it's so frustrating - wishing we could go back to trusty sky Q! 

[HA05GER]

You can go back to q sky will quite happily sell it to you and it isn't going anywhere anytime soon.

[Jen160]

For a price though. Still in our 24 month contract and the rep we spoke not too helpful about switching! 

[HA05GER]

If it's not up to the standard of what it should be then the contract would be void anyway. I don't know if it's ofcom you speak to regarding TV like you do broadband if you have a complaint. If sky aren't keeping their end of the bargain then you shouldn't incur a fee to cancel it.

[Jen160]

That's a fair point. And worth mentioning to them to see if it changes the response 🙂 

[TimmyBGood]

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@HA05GER wrote:

I don't know if it's ofcom you speak to regarding TV like you do broadband if you have a complaint. If sky aren't keeping their end of the bargain then you shouldn't incur a fee to cancel it.

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Ofcom typically doesn't intervene: complaints go to the provider (Sky) and then their appointed Alternative Dispute Resolution service.

https://www.sky.com/help/articles/alternative-dispute-resolution 

Sky will permit cancellation of Stream if it isn't working as described in its contract or marketing material, but they don't have to offer Q at the same cost: there's no absolute right to receive subscription television.

@Jen160 

[HA05GER]

That isn't strictly true, having worked in the industry for a few years ofcom will most certainly intervene. Yes they don't need to offer q but anyone can sign up for q so why not.