Tv constantly freezing

[Sillygirl123456]

We've had sky for more than 10 days now and it's constantly freezing for a few seconds at a time and then coming on again.  I read that you can have problems for the first 10 days but we are now beyond that and it's still happening. I've gone through all the checks and speeds ect are shown to be good.  Can anyone suggest a fix for this or is there a number I can phone to speak to someone. Kind regards Elaine

[GD1]

@Sillygirl123456  This doesn't sound like a Sky Go app issue, which TV service are you referring to?  Sky Q or Sky Stream?

[Sillygirl123456]

It's a sky puck and just your normal tv programmes and they all constantly freeze for a few seconds at a time then play again. I don't know if the issue is the wifi dipping.

[BenJoBanjo]

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@Sillygirl123456 wrote:

It's a sky puck and just your normal tv programmes and they all constantly freeze for a few seconds at a time then play again. I don't know if the issue is the wifi dipping.

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You need to find out the broadband speed your puck is actually receiving. To do this, open the Netflix app on the puck, navigate to the get help menu and run a network check. 

Ideally you need a sustained speed of over 25Mbps as a bare minimum to have any chance of reliability with Sky Stream. 

[lettice]

Firstly, there is no ten days settling in period.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Sky recommended a minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

The live sync Sky Sports channel option can also add a few Mbps per puck when in use.

How is your Sky Stream puck connected, wifi or ethernet?

Can you please run a speed test on your Sky Stream puck.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down from the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, if using wifi, under Settings>Network on your puck, what does the network status state?

Worth a check to see what it says there when your Puck is having freezing type issues.

Plus, change your puck to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

[Luker-T]

All i can say is good luck.

Had mine since june had similar issues they sent me a new puck 3 weeks ago

and its still no better.

[Sillygirl123456]

I did as you said with Netflix and it says connect speed is 1.17 mbps

[GD1 · Accepted solution]

@Sillygirl123456  1.17mbps is an issue, Glass & Stream need at least 25mbps for HD.

Are you abke to use an ethernet cable from the TV to the hub?   If so once connected go into the setting menu and navigate to the network setting, you'll need to turn off wifi and restart the TV.

[Sillygirl123456]

The tv is on the wall so I don't  think I can use an Ethernet cable . There's only 2 of us here and we only watch tv or use our iPads so I don't understand why the wifi is so bad. We are paying for 300 mb. Do you know a number to phone to get them to come out to the house and fix it. 

[Hunter2660]

Where is the puck? If it's behind the TV then that is probably your issue. You must let the puck always have line of sight to the router, not tucked away behind anything.

[GD1]

@Sillygirl123456  You may be getting 300mb to the huib, however wifi is internal and will depnd on where the hub is in relation to the TV.

Try the steps here to improve wifi  Sky Help | Sky.com

[lettice]

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@Sillygirl123456 wrote:

The tv is on the wall so I don't  think I can use an Ethernet cable . There's only 2 of us here and we only watch tv or use our iPads so I don't understand why the wifi is so bad. We are paying for 300 mb. Do you know a number to phone to get them to come out to the house and fix it. 

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Sounds to me your Puck is located in a poor position and not getting a reliable wifi signal from your router.

With your kind of speed to your house, you should probably have a good wifi spread from your router for Sky Stream to work fine.

Have a read of the following and try positioning the Puck  better.

Your puck may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. 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.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is 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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.