topic Re: Still issues with black screen on latency channel in Sky Stream

Still issues with black screen on latency channel

Super+Anthony — Sun, 19 Oct 2025 07:20:02 GMT

Still constant black screen issues on the latency channels. This is going on far too long and still some people keep blaming mine and others for their set up.

Can I say again it's nothing to do with our ISP but is simply an issue for Sky to deal with (and they have acknowledged it). It would help if all the colleagues were reading the same script.

I will also repeat that stream is very good but there are still issues with the puck and not having high standard equipment

Re: Still issues with black screen on latency channel

GD1 — Sun, 19 Oct 2025 09:10:44 GMT

@Super+Anthony And yet not many people are beIng affected, unfortunately the issues you are experiencing are not being reported en-mass by others.

In case you're not aware Sky monitor all their output and they themsleves don't see the issues you experience, therefore the only conclusion the community can come to is that it's an isolated incident unique to your set-up.

And yes I've seen Sky's setup and how they monitor all their SOIP channels (Glass/Stream) 24/7, they would see such issues before you or I do.

Despite watching hours & hours of the same channel I have never been able to replicate these issues.

Rather than posting here I recommend calling Sky each occassion this happens so they can log it? By doing so the CS team can look at your setup and their logs to see if there are any issues with the setup remotely. That can't happen when you post here.

Re: Still issues with black screen on latency channel

MarkGoldsmith — Sun, 19 Oct 2025 08:34:32 GMT

I completely agree with @GD1

If you call sky and provide the exact date/time you are seeing these issues they will be able to look at the logs for your device and see exactly what is going on - however based on this not being a widespread issue it will almost certainly be linked to your individual setup.

Re: Still issues with black screen on latency channel

lettice — Sun, 19 Oct 2025 09:06:05 GMT

Agree with @MarkGoldsmith and @GD1 above.

This is not showing up as a common issue.

Sky do monitor their output quite deeply 24/7 and this would easily get flagged.

Sky on a call will be able to look back at your logs for further diagnosis if you or Sky feel the need to do this for the device you are having an issue with for Live Sync at times of the incident you offer them.

I have used the Live sync on and off on my two pucks over the last week and also did yesterday for live sports events. I have seen no issues with it at all.

Do be aware, Live sync can on its first connection often take quite a hit on your local network, say around 8-10 Mbps per puck for some minutes and then settles down to around an extra few Mbps constantly per puck.

That is in addition to the minimum recommended 25 Mbps or 30 Mbps when using any additional Sky Stream puck/Sky Glass device or when viewing in UHD.

Re: Still issues with black screen on latency channel

Super+Anthony — Sun, 19 Oct 2025 10:43:45 GMT

Thanks I do inform the team and they are helpful but the odd individual who keeps blaming it on my ISP is not helpful though🥲🥲