picture keeps freezing, please wait every time I press a button to go back to home, playlist

[malawip]

When I switch on the hub, has started being very slow to open, blue screen with please wait, pictures for TV shows slow to load. when I click on a show, blue screecn, Please Wait when I click play, Plesae wait for your programme to load. then, There is a technical fault with this programme. Then picture keeps stopping and blue sometimes pink wheel spinning. If I watch BBC Iplayer on the TV source, no problems. Other puck works ok

[Lisa-P1987]

Hi there, 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

[PJrgggg]

When I clicked your colleaues email it said I wasnt alowed to view the page. Been in Hospital so maybe it has expired? Please can they snd again? thanks

[Greenfingers001]

Hi there PJrgggg , 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

[Anonymous]

@PJrgggg in the meantime, in my experience this is usually caused by not enough speed for Stream to do its thing well. Apps like iPlayer require less speed than Sky itself. Could you:

1. Open the Netflix app on your Sky Stream Puck.
2. Go to Get Help in the sidebar.
3. Select Check Your Network

And then let us know what you receive please? This will help us figure out how much speed your puck is getting and we can go from there.

[PJrgggg]

HI,

29.45MBPS

We live in an 18 century barn with VERY thick sandstone walls. On our old account we got i think they were called signal boosters from yu, but have been told they don't work with the upgrade - please can we return them for the new version?

We moved the puck that kept stopping into the bedroom, and brought that one down here, and now both seem to be working, but our general Wi Fi is not as good as it was so those boosters would be great!

In addition, the remote wasnt working so I requested a new one, but think we got them mixed up in the move so please can you cancel the replacement if its not too late!

Thanks

Paulene

[malawip]

no colouful bubble yet

speed is 

HI,

29.45MBPS

We live in an 18 century barn with VERY thick sandstone walls. On our old account we got i think they were called signal boosters from yu, but have been told they don't work with the upgrade - please can we return them for the new version?

We moved the puck that kept stopping into the bedroom, and brought that one down here, and now both seem to be working, but our general Wi Fi is not as good as it was so those boosters would be great!

In addition, the remote wasnt working so I requested a new one, but think we got them mixed up in the move so please can you cancel the replacement if its not too late!

Thanks

[Anonymous]

Hi @malawip 

That speed is likely to be the issue, unfortunately. It's very close to the minimum of 25Mbps and with fluctuations in connection and other devices using bandwidth will likely drop it down to below the minimum requirements.

Could you go to the room where your wifi router is and on your phone go to fast.com and report back what speed you're getting there please? That's the equivalent of the Netflix app speed test, but this will help us ascertain whether there's a big network speed drop where your stream vs what your network is capable of elsewhere in the property.