UHD Sky Sports Live football keeps freezing

[ifty]

When im watching live Premier League football on UHD it  pauses/freezes for couple of seconds, it only happens when im watching a live game, it was really bad yesterday happend over 50times whilst watching the game

No issue when watchin HD live football also no issue when watching other UHD Content only when watching live football

I got UHD subscription to watch the football

[BenJoBanjo]

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@ifty wrote:

When im watching live Premier League football on UHD it  pauses/freezes for couple of seconds, it only happens when im watching a live game, it was really bad yesterday happend over 50times whilst watching the game

No issue when watchin HD live football also no issue when watching other UHD Content only when watching live football

I got UHD subscription to watch the football

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You need to check your broadband speed. UHD live streams consume the most bandwidth and it is essential you have a fast and (more importantly) stable connection in order to watch without glitching. 

Run a network check from the get help menu on the Netflix app. This will tell you the speed your puck is actually receiving. Ideally you need upwards of 30Mbps for live UHD streams, but preferably a lot more. 

[ifty]

My Connection speed when i have checked via Netflix app is 378.46mbps. When i rung sky they have said i need to use ethernet cable but there is no issue with my wifi speed. as soon as the game has stopped buffering stops, its only when im watching live football matches, no point having uhd when they cant give you what your paying for 

[BenJoBanjo]

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@ifty wrote:

My Connection speed when i have checked via Netflix app is 378.46mbps. When i rung sky they have said i need to use ethernet cable but there is no issue with my wifi speed. as soon as the game has stopped buffering stops, its only when im watching live football matches, no point having uhd when they cant give you what your paying for 

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It could very well be because live UHD football is one of Sky's most popular things - it's why many customer have Sky. It could be that Sky's distribution server is put under quite a heavy additional load when there are thousands of people trying to stream the same thing. 

It also could be an issue with the thermal control of the puck. The newer generation of Stream pucks apparently have a different thermal controller which helps maintain stability when under a lot of pressure (such as streaming a live UHD HDR football match) so maybe it's worthwhile asking Sky for a new puck to see if you get one of the newer ones. Unfortunately there's no way to request a specific one so it'll be pot luck whether you get one or not. 

[ifty]

i got my sky puck last year in Feb 2024 so not sure if im already on the newer puck 

when iv asked for new puck this morning when i complained, they have saoid im already on the latest one. 

i will try netwrok cable when there is game on tomorrow but doubt that will fix it 

[BenJoBanjo]

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@ifty wrote:

i got my sky puck last year in Feb 2024 so not sure if im already on the newer puck 

when iv asked for new puck this morning when i complained, they have saoid im already on the latest one. 

i will try netwrok cable when there is game on tomorrow but doubt that will fix it 

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The newer pucks were only released a few months ago. They look identical to the older ones, the only difference visually is that they have a less chunky power supply. Audio/Visual quality is identical between them. 

[Super+Anthony]

Sky won't give the newer pucks as apparently there is no way of knowing if it's a new or old version so a replacement might just be exactly the same

[GD1]

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@Super+Anthony wrote:

Sky won't give the newer pucks as apparently there is no way of knowing if it's a new or old version so a replacement might just be exactly the same

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Apart from what @BenJoBanjo  mentioned about the power supply?

[lettice]

As we have already mentioned on here on previous threads about the V2 type puck.

It is not a Gen2 puck, like the Sky Glass TV is an upgrade in specs to the Gen1 TV.

There is no expected performance difference to the current puck.

Its just a similar chipset from another supplier. Something many hardware manufacturers do to help steady supply chains.

As @GD1 mentions, it has a smaller power supply footprint.

You cannot request one as a replacement for your current puck and as far as we are aware there is no plan for any replacement of a current puck with this one.

Going forwards the expectation is new customers or any replacements to customers will be sent one or the other.

[lettice]

@ifty 

Back to topic

I very regularly watch Sky football matches in UHD/HDR and have not seen any such issue on different TVs.

Over the last weekend too, all behaved well.

I have a similar to you Puck Netflix reported speed for either of my wifi connected pucks of around 350Mbps.
That is with my Sky broadband Ultrafast + (500Mbps), my speed test run from a PC laptop via ethernet to my sr203 router;
Latency 4-5ms, 523-525 Mbps download, 72-74 Mbps upload.

Just to be sure, you are not running the 'live sync' option on the Sky Main Event UHD channel?

That does for some seem to cause issues.

I Myself cannot really see the point of even using that option, to 'gain' some seconds, so have never bothered with it.

Not seeing why it just affects the UHD football, but wondering if you have some kind of TV Sports motion option turned on, that may be causing this. It is usually a good idea to turn off all the motion options that the TV manufacturers add in settings.

[TB18]

I'm having same issue. Football channel is jumpy & jittery. Main Event channel is fine.

and yet it's the same programme on both channels.

also adverts are smooth on the Football channel, but the programme is jumpy.

yet another Stream glitch that won't be fixed, to add to the long list of others