topic Re: Sky puck freezing in Sky Stream

Sky puck freezing

Drummerman — Sun, 13 Apr 2025 18:19:22 GMT

Any idea why my puck keeps freezing and turning itself off? I thought it could be over heating but it's clear from anything.

broadband speed is 301mbps so isn't that either

Re: Sky puck freezing

mikealanr — Sun, 13 Apr 2025 21:13:00 GMT

Hi @Drummerman

What speed is your puck getting? 301 Mbps is your broadband speed, but quality between the puck and router is just as important.

Try opening netflix going to the left hand menu > get help > connection check. The puck needs to be getting 25Mbps for HD and 30Mbps for UHD. Try running a few times and taking an average.

Also be worth posting your ISP. Some issues with smaller ISPs and Virgin kit seems to be with DNS. Updating to use Google or Cloud flare seems to help. But I'd only do this once testing speed etc.

If the speed is above the threshold, it could be a fault with your puck. You will need to call Sky for a replacement (we are fellow subscribers here on the community).

MikeAlanR

Re: Sky puck freezing

Drummerman — Tue, 15 Apr 2025 08:04:42 GMT

Ahh thanks for this

connection speed via Netflix 214.59mbps

we use EE and the eero mesh system