Forum Discussion

Simonpoole1978's avatar
Simonpoole1978
Joining in
19 days ago

Sky stream issues

I have virgin media 1gb broadband and use sky stream for my tv. 

i am having issues with my sky stream in that it will either:

Suddenly cut out and tell me its waiting for the program to load

Suddenly stutter and then go into a fast forward kind of mode like its catching up and also we have issues where the sound will be ahead of the picture.

I complained to sky and they told me to speak to VM to check my connection but I can’t see any issues with the connection and everything else works fine. I use the stream wired to my hub not over wireless for stability.

Are sky just trying to pass the buck to VM or has anyone else had similar issues with sky stream? 

  • unisoft's avatar
    unisoft
    Knows their stuff

    Please wait for the programme to load...  - this is a firmware issue on Sky Stream. Some versions it goes and then returns again. Do a search of the Sky forums, and you will see at least one major thread on it. Picture also out of sync on certain TV models, mine was Samsung.

    I went back to VM Stream (now Flex) at the time because of it. Sky never fixed it and lots had it on Sky Stream and Sky Glass TVs.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Regarding the voice sync problem with Sky Stream, this is a known issue, very commonly reported. 

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi Simonpoole1978 thanks for your post although we're sorry to hear of your concerns raised regarding your connection to Sky Stream.

      We have ran checks and we cannot locate at present any issues on the line, which means we must conclude the issue is with Sky's device directly, especially if other devices are all running correctly.

      If things are affecting other devices or this worsens please let us know.

      Many thanks

      • Simonpoole1978's avatar
        Simonpoole1978
        Joining in

        Thanks Tom

        The issue I now face is Sky say they have identified latency spikes through the sky stream box and that its a Virgin issue but Virgin say there is no issue and that its a Sky problem.

        So now I’m stuck in the middle with neither side acknowledging a problem I know is there.

  • So I did a quality monitor which showed the below not sure how to read the chart as to wether its good or not. Will paste the network pages seperately

     

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    see this..

    ______________

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1  if in router mode (or 192.168.100.1 if in modem mode).     No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

         Then… Navigate to these “data pages” and just copy/paste the normal  “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, &  the Network Logs pages.  Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite”  - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts.  It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”.  Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see.  On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
     https://www.thinkbroadband.com/broadband/monitoring/quality