topic Re: Picture keeps freezing or goes blank in Sky Stream

Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 18:44:00 GMT

Sky steam puck.

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 18:54:13 GMT

Just joined Sky over a week ago. Brand new cable from outside pole and new box into house. Told to giive if a week to settle. Picture still freezing or going off. Any ideas and is this a common problem with.puck streaming?

Re: Picture keeps freezing or goes blank

Dazzasky — Mon, 28 Jul 2025 19:43:01 GMT

@Gordy60 wrote:
Just joined Sky over a week ago. Brand new cable from outside pole and new box into house. Told to giive if a week to settle. Picture still freezing or going off. Any ideas and is this a common problem with.puck streaming?

Sky Stream doesn't connect from a cable on an outside pole @Gordy60 are you sure you have Sky Stream?

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 20:30:08 GMT

Yes, it's a puck. An engineer ran a thinner cable ( he said it was copper inside) from the telegraph pole to a box on the outside of the house

Re: Picture keeps freezing or goes blank

Hunter2660 — Mon, 28 Jul 2025 20:35:45 GMT

OK. Run a speedtest via Stream's Netflix app, (not via your PC), and see the actual speed your puck is receiving.

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 20:38:46 GMT

Ok, I'll try that

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 20:43:27 GMT

Its 140. I've tried connecting an ethernet cable to se

@Gordy60 wrote:
Sky steam puck.

e if that works but it's just the same.

Re: Picture keeps freezing or goes blank

Hunter2660 — Mon, 28 Jul 2025 20:46:26 GMT

That should be more than enough. What speed are you receiving via your router?

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 20:50:09 GMT

Not sure. I did a system check and everything was okay.

Re: Picture keeps freezing or goes blank

Hunter2660 — Mon, 28 Jul 2025 20:53:43 GMT

Try your laptop Speedtest by Ookla - The Global Broadband Speed Test .

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 21:02:53 GMT

146. The ethernet cable would sort our the speed

Re: Picture keeps freezing or goes blank

Hunter2660 — Mon, 28 Jul 2025 21:10:55 GMT

An ethernet cable is always preferred as you can get interference from your neighbours wi-fi, as well as electrical sources. The puck is very sensitive to any drop in speed or online interference, as there is little buffering with the puck, unlike Fire TV, Roku sticks etc.

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 21:16:19 GMT

Even though I've fitted the cable, the picture still freeze or stops. Is there something else that I need to do. I just plugged it into the box?

Re: Picture keeps freezing or goes blank

MarkGoldsmith — Mon, 28 Jul 2025 21:53:28 GMT

@Gordy60 wrote:
Even though I've fitted the cable, the picture still freeze or stops. Is there something else that I need to do. I just plugged it into the box?

You will need to disable the WiFi in the puck's network settings and then reboot the puck.

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

Re: Picture keeps freezing or goes blank

Gordy60 — Mon, 28 Jul 2025 22:09:36 GMT

Ok. I'll try that tomorrow. Thanks.

Re: Picture keeps freezing or goes blank

Gordy60 — Fri, 01 Aug 2025 09:43:51 GMT

Got it sorted. I contacted Sky. Thanks for your help.