topic Re: Sky stream blacks in and out during adverts in Sky Stream

Sky stream blacks in and out during adverts

CatRated — Tue, 15 Jul 2025 17:17:29 GMT

During adverts the screen randomly goes black and the sound cuts out and then returns to the channel.

We've tried restarting it but it's still happening. It says it's got excellent internet connection.

We're just very confused and would like it to stop. We're just grateful that it only happens during the ads.

Re: Sky stream blacks in and out during adverts

CatRated — Tue, 15 Jul 2025 17:20:17 GMT

Just to add, we've only had the box for 2 days....

Re: Sky stream blacks in and out during adverts

lettice — Tue, 15 Jul 2025 17:24:52 GMT

You say you have restarted.

Is that a Sky Stream settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Would also suggest, rebooting your broadband router.

Re: Sky stream blacks in and out during adverts

DaZzo — Sun, 20 Jul 2025 14:28:24 GMT

I experiencing the same. Only had a few days too and only seems during adverts too.

Re: Sky stream blacks in and out during adverts

Jporch316 — Sun, 20 Jul 2025 14:57:02 GMT

Have you got the picture settings on auto ? If so maybe try UHD

Re: Sky stream blacks in and out during adverts

DB05 — Tue, 22 Jul 2025 09:52:11 GMT

Seeing the same thing here only on adverts and only in the last few days on certain Sky channels. The cutouts are worse on some adverts than others and seem to happen in exactly the same place in the adverts sometimes.

Re: Sky stream blacks in and out during adverts

Chloe-W22 — Thu, 24 Jul 2025 14:01:52 GMT

Hi all, and if you're new here welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

I'm interested to know what adverts you seen this issue with or any patterns with timings just so we can get a better understanding of where the issue begins?

Re: Sky stream blacks in and out during adverts

DB05 — Thu, 24 Jul 2025 15:22:54 GMT

@Chloe-W22 Thanks for showing interest in this issue. I remember seeing this problem on Sky SiFi and Sky Showcase (it could obviously happen on other Sky channels). I've never seen it on non-Sky channels. It's happened on more than one day too.

The memorable thing is that often it is an advert for Sky Glass that shows the issue. The issue is always the same, a tiny audio and video fraction of a second glitch followed by maybe another tiny glitch and then a much bigger one where the picture and sound completely disappear for between 3 and 5 seconds. The picture and sound then come back and the whole cycle can repeat again. It starts almost immediately when an ad break starts.

It never happens during the programmes themselves. If this isn't widely reported I wonder if it could be regional as I think you have a regional advertising set up perhaps (I noticed some adverts for more localy businesses that I wouldn't expect advertise nationally though I could be wrong of course)?

If I can provide more details let me know.

Re: Sky stream blacks in and out during adverts

DB05 — Sat, 26 Jul 2025 09:39:52 GMT

Just following up on this again. I've just noticed that this also happens on the Legend channel and only during the adverts as with the other channels. Again, it seems to be adverts that are regional (this time Twycross Zoo).

Re: Sky stream blacks in and out during adverts

DB05 — Sat, 26 Jul 2025 20:26:01 GMT

Another follow up. This happens on Fillm4 too. The first advert in a break is affected and I noticed when I tried to go back to the advert to watch it again you can't go back that far and can only go back to the advert that followed the affected one and that advert is not affected by the problem. It's the same pattern, a little glitch followed by another a few seconds later and then blank screen and no sound for 3-5 seconds before the picture comes back.

Re: Sky stream blacks in and out during adverts

DB05 — Sat, 26 Jul 2025 21:05:40 GMT

After more observation and comparing the stream to one via the Channel 4 app for Film4 it seems that the sound and picture blanking is actually the stream stopping and restarting. As time goes by the Sky Stream programme gets further and further behind the stream on the Channel 4 app which indicates it's the stream stopping and starting rather than the puck just going blank while the stream continues.

It only happens during the adverts and so is probably a Sky AdSmart platform issue even if Film4 is using the same AdSmart platform where no glitches happen. Also, I don't think it's happening on channels that don't use Sky's AdSmart platform.

Re: Sky stream blacks in and out during adverts

DB05 — Sat, 26 Jul 2025 22:20:44 GMT

One more follow up for the time being 🙂

I may have prevented this advert issue from happening. On the assumption that Sky AdSmart is the problem I turned off personal advertising in my SkyID account and so far during adverts this issue hasn't happened. I've also noticed the adverts are now differen to on the Channel 4 app when watching Film4 so I assume something has changes after making the adjustment to my privacy preferences.

I'll come back in a few days to report whether the problem has gone away or not.

Re: Sky stream blacks in and out during adverts

Chloe-W22 — Mon, 28 Jul 2025 15:46:58 GMT

Thanks @DB05 for those examples, its really useful. If you're happy to share your MAC address(ethernet) in your Stream settings with me via Private Message we can check the streams of the adverts...

Re: Sky stream blacks in and out during adverts

DB05 — Mon, 28 Jul 2025 16:03:38 GMT

I've sent you the details are requested.

Re: Sky stream blacks in and out during adverts

Chloe-W22 — Tue, 29 Jul 2025 08:01:36 GMT

@DB05 receieved thank you

Re: Sky stream blacks in and out during adverts

SimonL89 — Fri, 01 Aug 2025 16:45:19 GMT

Are you still having issues, ive been a customer for two weeks. Screen would go blaclk and back on several times on multiple channels but only during ad breaks. I disable the ad smart personalisation through my sky app and it fixed the issue for a week. Now its back with no sign of a fix. Call sky, they say there aware of the issue but no time frame on a fix, should I just cancel whilst in cooling off period its so annoying don't want to be stuck with this.

Re: Sky stream blacks in and out during adverts

DB05 — Fri, 01 Aug 2025 17:30:46 GMT

I haven't noticed the problem since I said I had turned off the AdSmart setting. I must admit I haven't watched the affected channels quite as much but I don't recall seeing the issue at all in the last few days.

Re: Sky stream blacks in and out during adverts

Danj86 — Mon, 04 Aug 2025 21:07:29 GMT

Hi. We are also having the same issue and it's absolutely linked to channels using sky AdSmart.

ive also turned off the personalized adverts to see if this helps.