topic Re: Sky pucks freezing in Sky Stream

Sky pucks freezing

Mwindever — Sun, 07 Sep 2025 12:47:35 GMT

I have 3 sky pucks in my house and since installation, 2 have worked perfectly, however the third one freezes daily. I have tried resetting, factory resetting, reinstalling updates, reconnecting WiFi, even trying different WiFi bands, all to no avail. Every day without fail, it freezes. ImIve tried going through the self help area, however no avenues accurately cover my issues. The fact it's 1 of the 3 being weird makes me think I've got a faulty device. Anything else I could try before I try and get a replacement?

Re: Sky pucks freezing

lettice — Sun, 07 Sep 2025 12:53:41 GMT

See you have tried many of the things we recommend, that often cures freezing issues.

Have you tried swapping one of your working pucks with your freezing one, to make sure it's not a faulty puck and may be some local interference.

Some useful pointers to work through and please let us know your speeds with the test below;

Firstly, it's not recommended to do a factory reset, unless Sky have requested or you are on a call/chat with Sky. A factory reset can often cause account issues going forwards, that only Sky can sort out.

The best option if you encounter an occasional blip, is a 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

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?

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: Sky pucks freezing

Fothergill1 — Sun, 07 Sep 2025 12:55:54 GMT

Hi @Mwindever It could be a faulty puck as you suggest but it might also be that the one causing a problem is not getting the same quality or WiFi speed that the other two are receiving.

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 in your home using up your WiFi 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 pucks only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

Re: Sky pucks freezing

Mwindever — Sun, 07 Sep 2025 13:19:25 GMT

So, I've previously checked the speeds on the pucks when I originally set them up, and they all were over 150mbs/s. The puck with the issue is the closest to the router (but not conveniently close for an ethernet). It has no devices around it (I have even actively moved items away to prevent interference).

When the puck freezes I have to disconnect the power supply to get it to do anything as it becomes completely unresponsive. As I say, the other 2 pucks in worse places have been very consistent.

Re: Sky pucks freezing

MarkGoldsmith — Sun, 07 Sep 2025 14:01:58 GMT

@Mwindever wrote:
So, I've previously checked the speeds on the pucks when I originally set them up, and they all were over 150mbs/s. The puck with the issue is the closest to the router (but not conveniently close for an ethernet). It has no devices around it (I have even actively moved items away to prevent interference).

When the puck freezes I have to disconnect the power supply to get it to do anything as it becomes completely unresponsive. As I say, the other 2 pucks in worse places have been very consistent.

Have you tried switching the pucks round and seeing if the puck which is currently having an issue, still has the issue when its switched with another puck?

If the problem follows the puck around then the issue will be with the puck, if one of your working pucks suffers the same issues when its been swapped then it is likely something causing Wifi network interference in that room.

Re: Sky pucks freezing

Mwindever — Thu, 11 Sep 2025 07:18:15 GMT

So I've tried switching the pucks and the same puck is still causing issues. Still freezing, needing disconnection from power to get it to do anything.

Seems I've got a dud box.

Re: Sky pucks freezing

lettice — Thu, 11 Sep 2025 09:08:05 GMT

@Mwindever wrote:

So I've tried switching the pucks and the same puck is still causing issues. Still freezing, needing disconnection from power to get it to do anything.

Seems I've got a dud box.

Ok, would suggest then eaiest option is get Sky to replace your puck.

You can call on 150 from a Sky Talk Line or Sky Mobile.
If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home
Scroll down and click on ‘Need more help’ and it provides a 0333 number.
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. A some of the quieter times to ring are early morning or late evening.