Unreliable Sky puck keeps failing.

[Msh14568]

My sky puck suddenly went from a cricket match to a blank screen.

I have followed all of the instructions on the trouble shooting guide. I have checked the hdmi connection, changed the cables, reset the puck using the standby button.

It has so  far taken 90 minutes and I have got nowhere. 

The whole system is the most annoying, unreliable piece of tech I have ever known.

I will leave the puck overnight (I have better things to do than fight this useless piece of garbage). If it is still not working in the morning, I will expect Sky to release me from my contract so I can change to a more reliable provider.

[GD1]

@Msh14568  Most issues are typically caused by weak/slow wifi, next time you turn on the puck open the netflix app and go to Get Help, runn connecuon test, what  speeds are being reported?

[Msh14568]

It's around 32mbps

[Msh14568]

It's now howing a software error.

I will leave it overnight and try again as I am tired and very stressed 

[Dazzasky]

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@Msh14568 wrote:

It's around 32mbps

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What speed do you get from your broadband provider? To be honest with that speed you've posted, you will always have issues I suspect @Msh14568 Unfortunately Sky Stream is internet hungry. You could try using an Ethernet cable to see if that helps. 

[Msh14568]

Sky is the provider 

[GD1]

@Msh14568  As per @Dazzasky  that speed is at the very lowest end suitable for stream as it needs at least 25mbps for HD and that does not allow much for other household usage when watching stream.

[Msh14568]

I signed up for 65mb. 32 is all I am getting 

[GD1]

@Msh14568  Can you put your house number and postode in this link https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Pease post back the results by taking a screenshot, please remove any address data at the top before posting.

[Msh14568]

 

 sorry about the blurred image. The screenshot itself was perfectly clear, bet it blurs when I upload it 

[GD1]

@Msh14568  Your house is a long way from the cabinet so your not going to achieve 65mbs at best you may have gotten 44mbps if there was no impact on the line, your at the lower end of what can be achieved as per your image, your unlikely going to get any more speed out of the line so your options are going to be limited.

What speeds were you told you would get in the order confirmation email from Sky?

Options will be waiting for Openreach to install fibre by the end of 2026 or look to see if there is an Altnet etc such as Virgin Media in the area, if so and assuming your within the cool off period Sky may let you cancel your broadband service.

One thing to be aware of is that any other ISP that uses the Openreach network will only be able to deliver similar speeds to what you get now.

[Hunter2660]

To be honest Now is probably best suited for your needs.

[lettice]

As mentioned above.

Your speeds are on the lowest recommended level for Sky Stream.

You will most probably not get a good reliable Sky Stream performing connection, especially when other local network activity is also taking place.

Your best bet is to use only an ethernet cable connection directly to your broadband router, but even that may struggle to keep a reliable performing speed for Sky Stream.

While waiting for OR to install fibre in your area, might be worth checking for an alternative fibre supplier.

You can check that via the Ofcom broadband checker.

https://checker.ofcom.org.uk/en-gb/broadband-coverage

As well as the speeds shown, look at the list of networks shown lower done for all the broadband suppliers, with links to their sites.

[Msh14568]

Thanks for everyone's help. 

Regarding broadband providers, we only have virgin at present. Gigaclear are not in the area but city fibre are laying cables in my neighborhood.

In the meantime I have now successfully managed to do a hard reset on the puck and it now seems to be working ok.

Thanks again for the support