topic Re: Issues with sky stream picture freezing in Sky Stream

Issues with sky stream picture freezing

Watermarque — Thu, 26 Sep 2024 17:43:02 GMT

We came back from holiday on Saturday 21st and our sky streaming service has not worked properly since. We had issues getting the puck to start up initially, then the picture started freezing intermittently, I have tried numerous resets and also called sky twice. Last call on Tuesday we were told the problem will be fixed tomorrow, but it's still not working. Looking on line it looks as though a number of other customers are having the same problem. Any one got any idea when this will be resolved? I think we may be making a call to Sky over the weekend to cancel the subscription.

Re: Issues with sky stream picture freezing

Steve1938 — Wed, 09 Oct 2024 14:46:28 GMT

Hi, having the same problem. Powered off, reset, swapped pucks, still an issue. Can someone advise?

Re: Issues with sky stream picture freezing

Mister_Dalek — Wed, 09 Oct 2024 14:53:38 GMT

@Steve1938 wrote:
Hi, having the same problem. Powered off, reset, swapped pucks, still an issue. Can someone advise?

Have you checked the broadband speed reaching the puck? Open the Netflix app, navigate to the get help menu and run a network check.

Re: Issues with sky stream picture freezing

katy12345 — Wed, 09 Oct 2024 16:23:22 GMT

BBC iplayer and ITV still freezing most days grrrrr

Re: Issues with sky stream picture freezing

Mister_Dalek — Wed, 09 Oct 2024 16:26:34 GMT

@katy12345 wrote:
BBC iplayer and ITV still freezing most days grrrrr

Have you checked the broadband speed reaching your puck?

Re: Issues with sky stream picture freezing

Steve1938 — Wed, 09 Oct 2024 16:55:45 GMT

Speeds about 90Mbps,

Re: Issues with sky stream picture freezing

Mister_Dalek — Wed, 09 Oct 2024 17:10:32 GMT

@Steve1938 wrote:
Speeds about 90Mbps,

Which should be more than enough.

This is where it gets tricky with Sky Stream. Every household is different with different wall thicknesses, different routers, different ISPs, different things which cause interference, etc, and customers can be connected to different Sky servers where all the apps on Stream are hosted. Some of these servers can be more congested than others, meaning some customers get a smooth service and some don't.

If you've done all you can to get the best quality network connection to the puck as possible and it's still not functioning well enough then you're best off calling Sky for further troubleshooting.

If it proves impossible to get it working any better then Sky have been known to let customers leave any long term contract without penalty.

Re: Issues with sky stream picture freezing

trevforum — Fri, 11 Oct 2024 18:09:04 GMT

Since QS030.x my stream is now having random blackouts, pixellation and colour patching. They are very random but before this update it was rock solid.

Literally as I typed this I was watching DS9 on Sky Sci-Fi and it has bombed out to the top screen showing what's on.

Re: Issues with sky stream picture freezing

Beazie — Sat, 12 Oct 2024 16:32:00 GMT

Contantly experiencing pixelation, screen freezes and blackouts. Most noticeable on Sky Sports, New channels and BBC Iplayer. Only noticed this since my return from holiday last week . Sky Broadband tested at around 100 bpms.

As an experiment I watched a programme on TV (Sky Sports Football) and on Sky Go on my laptop. Both using same WIFI. TV was pixelating whereas Sky Go was perfect although 50 seconds behind TV so that should rule out WIFI problems.

From reading forum it would appear that Sky have owned up to fault, but no indication of planned fix?

Re: Issues with sky stream picture freezing

Raymond46 — Thu, 18 Sep 2025 09:05:41 GMT

New installation 2 day and having the same problem. Am I going to regret moving from Virgin to Sky?

Re: Issues with sky stream picture freezing

BenJoBanjo — Thu, 18 Sep 2025 09:24:21 GMT

@Raymond46 wrote:
New installation 2 day and having the same problem. Am I going to regret moving from Virgin to Sky?

Well it depends largely on you providing a fast and stable enough broadband connection to the Sky Stream puck. You need to make sure you have a constant connection of at least 25Mbps arriving at the puck. Test your speed by running the network check from the Netflix app on the puck.

Sky's streaming service differs from Virgin's in that Sky's can work on any ISP. Virgin only allow theirs to function on their own broadband network, which can be beneficial in that there are far fewer variables outwith their control. Sky Stream puts much more onus on the customer to provide the network needed to sustain their streaming service. If you cannot do this then you may struggle to maintain a decent service.

Re: Issues with sky stream picture freezing

Raymond46 — Thu, 18 Sep 2025 14:14:46 GMT

Thanks BenJo.... It's a full package from Sky including the wifi so it should work. 2 out of 3 pucks work fine, it's the main one in the living room thats acting up?

Regards

Ray

Re: Issues with sky stream picture freezing

BenJoBanjo — Thu, 18 Sep 2025 14:18:08 GMT

@Raymond46 wrote:
Thanks BenJo.... It's a full package from Sky including the wifi so it should work. 2 out of 3 pucks work fine, it's the main one in the living room thats acting up?
Regards
Ray

Have you run the Netflix speed checker on the puck in the living room?