Will the nightmare ever end?

[Redjbourne4]

So apparently the reason why my Sky Stream is running at 1.5 times speed is cause there are different WiFi signals confusing the puck, so I was told to buy an ethernet cable. Sky told me to to turn the WiFi off. Simple really...nope. The WiFi switches itself straight back on again, so it doesn't appear to recognise the Ethernet cable. It's definitely plugged in to both the puck and the router. Why is this so difficult? What am I missing?? 

[Anonymous]

@Redjbourne4 I don't think you're missing anything.

Logically, it should not happen. What I would do is turn off and unplug the puck and the router, disconnect the ethernet cable for a few minutes. Then plug in the ethernet to both devices, turn on the router and once that's restarted then turn on the puck and turn WiFi off in the settings.

If that doesn't work then unfortunately going back to Sky to help is the only option, just in case you have a faulty puck, which does happen.

[Redjbourne4]

Cheers I'll give that a try, starting to think it may just be a faulty puck though...

[Jporch316]

@Redjbourne4 

I believe once you have turned the wifi off you need to do a full restart from the settings straight away to get it to save 

[Redjbourne4]

Yep, got it saved now and WiFi is off - picture still running too fast. Tried everything, no success. Might need a different puck.

[Jporch316]

---

@Redjbourne4 wrote:

Yep, got it saved now and WiFi is off - picture still running too fast. Tried everything, no success. Might need a different puck.

---

Would you like me to escalate your post to the online sky support team ?

[Redjbourne4]

Yes please, that would be great thank you 😊

[Jporch316]

@Redjbourne4 

I have escalated your call to the online sky community support team 

please look out for an invitation to chat with them 

see link below for full explanation 

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Redjbourne4]

Thank you very much, really appreciate it!

[Lisa-P1987]

Thanks for escalating this. We’ve sent Redjbourne4 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Redjbourne4]

Hi Lisa how do I start that chat? 

[Fothergill1]

Hi @Redjbourne4 Unfortunately as the link provided by @Jporch316 explained the chat bubble is only visible for 48 hours so it has expired by now.  

I have escalated your post again to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

Note replies from Sky are not instant so you will need to regularly check the chat thread.  Also be aware the team work from 8am to 7pm Mon-Sun in the UK and 9am to 4:30pm Mon-Fri in Ireland.

[Redjbourne4]

Thank you! Things seemed to improve until today, last few days it looked almost normal so I thought I didn't need the chat after all but today it's gone fast again, it's so annoying.

[Tom-W19]

Thanks for escalating. We've sent another invite to @Redjbourne4.

[Redjbourne4]

I've lost the chat, it was there one minute and home the next