topic Re: Sky Stream Puck Freezes Constantly in Sky Stream

Sky Stream Puck Freezes Constantly

Cam29 — Thu, 04 Dec 2025 20:26:28 GMT

Ordered a Sky Puck and when it arrived it works for maybe 30 minutes before it froze and there no other way to get past this accept turning it off and on again.

Since, it continues to freeze whether it be 1 minutes post loading or 40 mins into a programme it just stops and there is nothing you can do but turn it off...

not sure if there is a fix for this, have already hard reset the device and it froze instantly lost the Sky Logo on the screen.

Re: Sky Stream Puck Freezes Constantly

Fothergill1 — Thu, 04 Dec 2025 21:50:56 GMT

Hi @Cam29 and welcome to the forum. If you are not able to get this resolved don't forget you have a 31 day cooling off period during which you can cancel your streaming account without charge.

However, before you take this drastic action maybe this will help. One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the 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 puck 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 Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

Re: Sky Stream Puck Freezes Constantly

Cam29 — Fri, 05 Dec 2025 10:55:28 GMT

I have checked all of this and it it fine.

However, now when I turn it on, it comes up with a fuzzy screen and "video format not supported" and a horrendous crackling sound.

It clearly needs replacing but this means having to go through the whole process of calling Sky...