topic Re: Stream pucks keep dropping out in Sky Stream

Stream pucks keep dropping out

Portobellobelle — Sun, 03 Aug 2025 10:00:36 GMT

We have 2 picks. Both are " hiccuping" , they stop and either buffer while watching TV or stop all together and say no internet. Then eventually reset. We've had this for a few days now. Running service check says everything ok. Hub is in same place. Tried switching pucks off and on Tried switching hub off and on. Anything else we can try?

Re: Stream pucks keep dropping out

JimM1 — Sun, 03 Aug 2025 10:40:56 GMT

@Portobellobelle Try connecting the puck with an Ethernet cable direct to the Sky Hub!

Re: Stream pucks keep dropping out

Fothergill1 — Sun, 03 Aug 2025 14:34:29 GMT

Hi @Portobellobelle and welcome to the forum. As the issue is happening with both your pucks it is unlikely to be a puck issue but more likely WiFi related.

One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the TV/puck and not that being received at the router. This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else using up your bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

Good luck 🤞

Re: Stream pucks keep dropping out

Portobellobelle — Sun, 03 Aug 2025 19:40:00 GMT

Thanks for reply

I've now tried that in last hour.

It happened again even using ethernet cable

Re: Stream pucks keep dropping out

Portobellobelle — Sun, 03 Aug 2025 19:45:28 GMT

Thanks for replying.

I've now got ethernet cable running from hub to puck about 6 foot away in my room.

Got the same hiccup streaming a TV series.

Thinking back our problem seems to have started a few days ago after a power cut

Re: Stream pucks keep dropping out

JimM1 — Sun, 03 Aug 2025 20:05:54 GMT

@Portobellobelle Did you make the change to use an Ethernet cable for the puck!

Let’s get you back up and running | Sky Help | Sky.com | Sky Help | Sky.com

Re: Stream pucks keep dropping out

Jporch316 — Sun, 03 Aug 2025 21:54:11 GMT

@Portobellobelle wrote:
Thanks for replying.

I've now got ethernet cable running from hub to puck about 6 foot away in my room.
Got the same hiccup streaming a TV series.

Thinking back our problem seems to have started a few days ago after a power cut

Don't forget to turn off wifi in the puck settings and restart the puck in the settings to ensure the settings are saved

Re: Stream pucks keep dropping out

Portobellobelle — Mon, 04 Aug 2025 16:18:39 GMT

I've been on the phone to Sky and after some tests they reckon the hub is faulty and are sending a replacement.

I did reset puck to ethernet.

Here's hoping the new hub is the solution

Thanks for the replies