almost everyday our sky to cuts out and stutters

[Tom54]

to stops 

[Tom54]

help we cannot watch tv, it's a waste of money

[Munkeh]

Hey,

We are only Sky customers and not Sky Support we can only give guidness, Have you got enough internet speeds rougly 32MB/s or higher? and are you using WIFI or ethernet cable to your pucks?.

a couple of things you can try

1) reboot the stream puck. This can be done by simply unplugging it for 30 seconds.

2) if that doesn't work you can try a factory reset. Which sounds odd as it's a new device but it does fix issues with the initial setup.

1. Turn the puck off at the plug.

2. Turn over the puck and hold down the power/standby button.

3. keep hold of the power button and turn the plug back on.

4. Keeping holding the the power button down until it turns amber and then it should turn green. Then you can let go.

5. The puck is reset, you'll have to connect to Wi-Fi or whatever you use, set up the remotes and then you'll get an activation code.

6. log into the sky activate site and enter the code and that's it.

If this fails you can try and contact Sky Stream Team and explain to them on the phone of the issues you're having as they will be able to look at your Sky pucks where an error is showing.

Hope this helps.

[MarkGoldsmith · Accepted solution]

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@Munkeh wrote:

Hey,

We are only Sky customers and not Sky Support we can only give guidness, Have you got enough internet speeds rougly 32MB/s or higher? and are you using WIFI or ethernet cable to your pucks?.

a couple of things you can try

1) reboot the stream puck. This can be done by simply unplugging it for 30 seconds.

2) if that doesn't work you can try a factory reset. Which sounds odd as it's a new device but it does fix issues with the initial setup.

1. Turn the puck off at the plug.

2. Turn over the puck and hold down the power/standby button.

3. keep hold of the power button and turn the plug back on.

4. Keeping holding the the power button down until it turns amber and then it should turn green. Then you can let go.

5. The puck is reset, you'll have to connect to Wi-Fi or whatever you use, set up the remotes and then you'll get an activation code.

6. log into the sky activate site and enter the code and that's it.

If this fails you can try and contact Sky Stream Team and explain to them on the phone of the issues you're having as they will be able to look at your Sky pucks where an error is showing.

Hope this helps.

---

FYI - I'd recommend not just blindly doing a factory reset. This should only be conducted at the advice of Sky. The reason is because a factory reset doesn't always them unlink the stream puck from your account which then means you can't relink it without having to phone Sky and then making an update in the backend (this could take several days).

[MarkGoldsmith]

Your issue would sound like a network stability issue.

if using Ethernet, try switching to WiFi. If using WiFi then you should try switching over the Ethernet as your WiFi signal is likely not strong and stable enough for the sky streaming platform. When switching over to Ethernet you need to ensure you disable the WiFi on the network settings, otherwise it will switch between WiFi and Ethernet and cause additional issues. I'd recommend giving the device a reboot once you disable the WiFi by unplugging it for a minute. This will make sure it picks up the change in setting, which I've noticed it doesn't always do without a reboot.