Puck drops out

Ges2 — Wed, 13 Aug 2025 11:15:15 GMT

I have already informed you of this puck dropping out.
had a call to reset it which I have done numerous times now.
had a follow up call whilst I was at a wedding .
even though I said I would be at a wedding .
no follow up call since

Re: Puck drops out

Fothergill1 — Wed, 13 Aug 2025 11:31:04 GMT

Hi @Ges2 You are not addressing Sky by posting on this help forum. We are customers like yourself so you will need to call Sky to discuss the issue.

One of the reasons for freezing and/or dropping out can be 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

topic Puck drops out in Sky Stream

Puck drops out

Re: Puck drops out