UHD Channels & Programmes Stuttering

[Richo106]

Hi All

When trying to watch UHD sports on sky sports or UHD programmes on my sky stream pick they are normally very jittery and very annoying and can't be watched. I either have to watch them on HD or go to my upstairs TV ( not UHD TV)

I have 75mbps speed, I know it's not the best but OK for my village. All pucks are connected via Ethernet via a network switch

I have restarted them a few times but this makes no difference 

Is there anything I can try before ringing up Sky?

Many Thanks

[Greenfingers001]

Hi there @Richo106 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Ellie_TV]

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@Richo106 wrote:

Hi All

When trying to watch UHD sports on sky sports or UHD programmes on my sky stream pick they are normally very jittery and very annoying and can't be watched. I either have to watch them on HD or go to my upstairs TV ( not UHD TV)

I have 75mbps speed, I know it's not the best but OK for my village. All pucks are connected via Ethernet via a network switch

I have restarted them a few times but this makes no difference 

Is there anything I can try before ringing up Sky?

Many Thanks

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Have you made sure that WiFi is turned OFF in the network settings on your pucks? It's common for them to default to using WiFi, even when an ethernet cable is connected. 

[Richo106]

I checked on the puck network settings that it said ethernet, I have never set them up using the wi-fi so it wouldnt be able to join even if it wanted to.

Many Thanks

[Ellie_TV]

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@Richo106 wrote:

I checked on the puck network settings that it said ethernet, I have never set them up using the wi-fi so it wouldnt be able to join even if it wanted to.

Many Thanks

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What speed is each puck actually receiving? Have you run the network check from the get help menu on the Netflix app? 

It's worthwhile checking on each puck, if only to rule out a dodgy ethernet cable. 

[Richo106]

I will check that later, thats a good place to start!

Thank you

[Richo106]

I have just done my speed test on Netflix and it's 61.75 mbps

Sky tech help thought it might be worth disconnecting my network switch to see if this effects it by potentially lowering the bandwidth demands.

I would say we are pretty low user with only 4 WiFi APs, and 4/5 of smart devices connected to WiFi

[Exiled-in-HH]

Who is your ISP?

[Richo106]

Hi All

I am still having the same issues as I raised back in December last year, I have tried a few things that sky suggested with no avail. So now I just have to watch everything in HD even though I have UHD etc

I know have another issue that after 2/3 weeks the sound just doesn't work on the puck so I have to power cycle (annoying it's behind the tv so not that easily accessible)

could the puck be generally faulty?

any ideas/suggestions on both issues would be very much appreciated!

Many Thanks

[Anonymous]

@Richo106 Yes feasibly the puck could be faulty. Have you tried using the puck on another HDMI port and cable and see if that make a difference? Just to rule out any HDMI silliness.