topic Re: My picture and sound keeps freezing in Sky Stream

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Chuma — Wed, 01 May 2024 09:31:47 GMT

My pack keeps freezing!

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Padam_Padam — Wed, 01 May 2024 09:38:27 GMT

@Chuma wrote:
My pack keeps freezing!

Have you tried rebooting it? Also, make sure your broadband is as fast and stable as possible. Connect via an ethernet cable direct to your router if possible and turn WiFi off - this can help.

Check the speed that's being received by the puck by opening the Netflix app, navigate to the get help menu and run a network check.

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Fothergill1 — Wed, 01 May 2024 09:41:46 GMT

@Chuma A reboot might help with this. The sound lag is a known issue that Sky have been working on it for a couple of weeks. Their advice is to change your audio settings to PCM or Passthrough as a temporary workaround whilst they find a permanent solution 🤞

My picture and sound keeps freezing

Simondon1 — Wed, 01 May 2024 10:00:16 GMT

My picture and sound keeps freezing

Re: My picture and sound keeps freezing

Padam_Padam — Wed, 01 May 2024 10:41:43 GMT

@Simondon1 wrote:
My picture and sound keeps freezing

Have you tried rebooting the puck? Also, make sure your broadband is as fast and stable as possible. Connect via an ethernet cable direct to your router if possible and turn WiFi off - this can help.

Check the speed that's being received by the puck by opening the Netflix app, navigate to the get help menu and run a network check. 30Mbps+ is recommended.

Re: My picture and sound keeps freezing

Fothergill1 — Wed, 01 May 2024 11:49:05 GMT

@Simondon1. One of the main reasons for freezing is the quality and speed of the WiFi signal being received at the TV/puck and not that being received at the router. This can be checked with the Netflix App (Get help > Check network). The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference. For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon. Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

All services keep lagging (voice and picture not callabrating)

Ebony5 — Wed, 01 May 2024 12:53:25 GMT

The picture and sound are not calibrated. There's a big delay between the two

Re: All services keep lagging (voice and picture not callabrating)

Deedee36 — Wed, 01 May 2024 13:13:09 GMT

@Ebony5 This is a know issue which sky are looking into,a work around is to set the sound output to pcm until a more permanent fix is implemented

Re: My picture and sound keeps freezing

Narima — Sat, 19 Apr 2025 16:23:54 GMT

Thank you good tip 👍

Re: My picture and sound keeps freezing

Spark0 — Mon, 21 Apr 2025 08:46:50 GMT

I've just switched to Sky from Virgin Media, I have a stable connection. Sound works perfectly fine, but the image keeps freezing and isn't live motion, it's like a picture slide show - comments like this are unhelpful because I've never had an issue with the Virgin puck, not once, so to me it's a hardware issue.

Re: My picture and sound keeps freezing

Spark0 — Mon, 21 Apr 2025 08:55:46 GMT

Or firmware?

Re: My picture and sound keeps freezing

Anonymous — Mon, 21 Apr 2025 09:17:20 GMT

@Spark0 that definitely sounds like a fault to me. I've escalated this for you, and hopefully a Sky member can help you out a bit. Check this guide for what it means: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My picture and sound keeps freezing

Tom-W19 — Mon, 21 Apr 2025 09:45:46 GMT

Thanks for escalating. We've sent an invite to Spark0.

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

SeanH84 — Sun, 16 Nov 2025 09:33:24 GMT

For the last few weeks, occasionally the picture keeps freezing streaming anything but sound continues as normal mostly. Although right now the sound has gone weird too.

Occasionally apps won't even start up including netflix, Disney, YouTube etc but when they do it's often the above problem. This is regardless whether we're using the sky puck or the seperate firestick so seems more likely a sky connection fault?

However the My sky App "service check" is saying connections are all fine mostly, only occasionally it detects a problem but then runs a few auto checks and says it's fixed.

Everything that plus into the wall has been switched off and on numerous times.

Any advice welcome?

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

SeanH84 — Tue, 25 Nov 2025 20:23:55 GMT

FAO anyone at Sky - I posted the above 10 days ago - does anyone monitor this?

Any advice?

Why do you direct paying customers to talk to themselves here??

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Jporch316 — Tue, 25 Nov 2025 20:52:19 GMT

@SeanH84 wrote:
FAO anyone at Sky - I posted the above 10 days ago - does anyone monitor this?

Any advice?

Why do you direct paying customers to talk to themselves here??

Hi @SeanH84

this is a customer to customer help forum. Sky don't monitor these posts

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

SeanH84 — Tue, 25 Nov 2025 21:01:05 GMT

Thanks for the info.

**bleep**.

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Jporch316 — Tue, 25 Nov 2025 21:16:51 GMT

@SeanH84

Does sound possibly a bad wifi signal ....... what speed do you get if you run the network check in the settings of the Netflix app on the stream app ?

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

SeanH84 — Tue, 25 Nov 2025 21:31:12 GMT

Hmm I've never checked speed on the netflix app before but just tried and it said 322.88 Mbps?

Re: My sky Puck keeps lagging and picture and sound keeps freezing fr

Hunter2660 — Tue, 25 Nov 2025 21:38:19 GMT

If it happens on the Firestick as well it will be a broadband issue. When it happens again check the speedtest straight away.