topic Re: Sky Puck Freezes then Restarts in Sky Stream

Sky Puck Freezes then Restarts

Denise1974 — Tue, 25 Feb 2025 19:10:06 GMT

This is my 2nd replacement numerous resets and restarts completed and puck has been already replaced also tried a different power socket, wifi is 900mb with virgin sky stream wifi speed is 256mb

Re: Sky Puck Freezes then Restarts

Denise1974 — Tue, 25 Feb 2025 20:51:55 GMT

And yet again half.way watching player and it froze and then restarted

Re: Sky Puck Freezes then Restarts

Super+Anthony — Wed, 26 Feb 2025 12:40:25 GMT

It's a common issue unfortunately and Sky need to update the puck and again not blame our network or ISP. I suspect the puck in its present build can't cope with the fast streaming that is needed @Denise1974

My WiFi has been tested several times and it passes. Also if it was our broadband, then we would all have issues with our gadgets, which I don't

Re: Sky Puck Freezes then Restarts

Mark39 — Wed, 26 Feb 2025 13:22:16 GMT

@Super+Anthony wrote:

It's a common issue unfortunately and Sky need to update the puck and again not blame our network or ISP. I suspect the puck in its present build can't cope with the fast streaming that is needed @Denise1974

My WiFi has been tested several times and it passes. Also if it was our broadband, then we would all have issues with our gadgets, which I don't

As you keep repeating the same thing, I'll also repeat - nope, not necessarily.

@Denise1974 this is an issue which affects some customers. The same Puck hardware being used by other customers don't have this issue, so it's unlikely to be an inherent problem with the Puck.

Re: Sky Puck Freezes then Restarts

Smoggy2 — Wed, 26 Feb 2025 18:16:52 GMT

I have the same issue, constant freezing or goes blank while watching and requires unplugging to restart

Re: Sky Puck Freezes then Restarts

Denise1974 — Wed, 26 Feb 2025 18:52:29 GMT

And late last night my bedroom puck started restarting for the 1st time since had it never had an issue before thats why I ordered another the upstairs 1 had been on less than 1.5 hours spoken to sky they said its my Internet with virgin i tested it and I was getting just under 300mb out of 1150 fibre they said its down to virgin

I've spoken to virgin there was no issues

Re: Sky Puck Freezes then Restarts

Smoggy2 — Wed, 26 Feb 2025 20:47:01 GMT

I also use virgin wifi with 1tb speed, no other devices have issues.

I have tried wifi and wired directly to the puck, both methods are the same,

I have multiroom and only have an issue with 1 puck

Re: Sky Puck Freezes then Restarts

Denise1974 — Sun, 02 Mar 2025 17:02:46 GMT

After talking to sky today they have advised me it will should be resolved by the 9th March if not I cancel the contract also I only ended up phoning them today as from 7am to 10.30am it crashed 3 times and as of 5pm today it's crashed 6 times in all today