topic Re: My puck is not working properly in Sky Stream

My puck is not working properly

Traceyjnjohnson — Tue, 10 Jun 2025 19:24:12 GMT

My picture intermittently pixelates but tends to be cured by having to restart the puck. Today I am playing something from play list. Starts off fine, then picture goes blank. Audio is fine. Adverts appear when and where they are scheduled. I have tried all trouble shooting. Help before I have to cancel the whole thing please x

Re: My puck is not working properly

BenJoBanjo — Tue, 10 Jun 2025 22:08:54 GMT

@Traceyjnjohnson wrote:
My picture intermittently pixelates but tends to be cured by having to restart the puck. Today I am playing something from play list. Starts off fine, then picture goes blank. Audio is fine. Adverts appear when and where they are scheduled. I have tried all trouble shooting. Help before I have to cancel the whole thing please x

Sounds like a broadband speed issue. Have you checked the speed the puck is actually receiving? To do this, open the Netflix app on the puck, navigate to the get help menu on the bottom left, and run a network check.
Ideally you need a minimum consistent speed of 25Mbps for the puck to function with any form of stability, but ideally more, particularly if you want to stream UHD content.

Re: My puck is not working properly

Traceyjnjohnson — Tue, 10 Jun 2025 22:54:11 GMT

Tried everything. BB speed is excellent. Managed to get hold of Sky. Faulty puck. New one on its way! X

Re: My puck is not working properly

Traceyjnjohnson — Thu, 12 Jun 2025 07:20:51 GMT

The new puck as resolved some problems but not all.

If I watch something from my playlist it is all fine until I get to the first set of adverts. After those it goes blank until it shows the next set of adverts!! However I can watch it ok on my skygo app!

Re: My puck is not working properly

Mark39 — Thu, 12 Jun 2025 08:20:47 GMT

@Traceyjnjohnson wrote:

The new puck as resolved some problems but not all.

If I watch something from my playlist it is all fine until I get to the first set of adverts. After those it goes blank until it shows the next set of adverts!! However I can watch it ok on my skygo app!

Would that be Chicago PD by any chance? There's a known problem with this programme.

Re: My puck is not working properly

Traceyjnjohnson — Thu, 12 Jun 2025 08:37:36 GMT

It is!! They didn't mention that

Re: My puck is not working properly

Mark39 — Thu, 12 Jun 2025 10:38:36 GMT

@Traceyjnjohnson there's a fairly hefty thread on the subject here; https://helpforum.sky.com/t5/What-s-On/Chicago-pd-s12-e5/td-p/4999829/jump-to/first-unread-message

The long and short if it is that it's a fault with the,programme, which Sky are aware of, and not, thankfully, with your Puck.