topic Re: Puk keeps going off freezing and black screen in Sky Stream

Puk keeps going off freezing and black screen

Colinkaren22 — Mon, 25 Aug 2025 19:36:10 GMT

Puk keeps freezing tuns of reloads and black screen. I've had a new puk and it's still doing the same. I've even tried a different tv. Customer service is no help just says im connected with strong connection. Im paying alot of money for a service I can't use. Can't even watch the football. How do I fix this

Re: Puk keeps going off freezing and black screen

lettice — Mon, 25 Aug 2025 19:55:46 GMT

Even though you mention a strong signal.

Can you run some tests as below and report back here;

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

Re: Puk keeps going off freezing and black screen

Super+Anthony — Tue, 26 Aug 2025 05:17:07 GMT

@Colinkaren22 There are lot of people having this issue unfortunately and Sky are aware of it and there are plenty of customers suffering. It got fixed with a new software / firmware update temporarily , but it's still an issue. I would recommend contacting Sky and letting them know it's affecting you. It's nothing to do with our WiFi or network. Yesterday evening some customers had terrible picture issues on the latency channel and this is on another post