topic Re: One puck keeps freezing in Sky Stream

One puck keeps freezing

Georgie34 — Sat, 22 Nov 2025 19:41:11 GMT

We've had sky for several months but due to personal circumstance not had time to address the problems

2nd puck (which is further from hub) is fine

Main puck is in same room as hub and had issues several times a day since in with screen just freezing. Have tried all the trouble shooting. Have to switch off all the time to reset.
Got my husband to then hardwire from hub to puck to save all the hassle and seemed okay for a few days but still freezing and sometimes screen goes blank

Sometimea the app check says it's okay but then others says issues

Today it has been 7 times!! Exhausting

Need help but tbh I think it's the puck

Re: One puck keeps freezing

mikealanr — Sat, 22 Nov 2025 21:01:41 GMT

Hi @Georgie34

When you hardwired it did you turn WiFi off in the puck settings? Unlike other devices it will still try to use WiFi with a cable connected unless WiFi is disabled.

Also a good starting point to prove if it's hardwarez try switching your pucks around. If you are still having issues it's likely hardware, if the one in the current trouble some location has issues it's likely connectivity.

If you need your puck replacing you will need to call sky as we are fellow customers here on the community.

MikeAlanR

Re: One puck keeps freezing

Georgie34 — Sun, 23 Nov 2025 16:07:07 GMT

Hi I'm not sure how to do that? I went into settings etc but it only gives an option to switch WiFi on or off, it's not recognised a Ethernet connection.

Last night I realised that I'm having same issues in my room with My5 channel, switched off on etc reset the apps, reset puck, wi fi on and off and still doing it I just don't watch a lot of tv or the apps, or for very long at a time so hadn't cottoned on to it!

However I've sat with my husband this afternoon and in an hour his has frozen and gone blank 3 times. I've reset apps, reset box, switched broadband off and on and still doing it