topic Re: Prime freezes on puck in Sky Stream

Prime freezes on puck

Sandie11111111 — Fri, 27 Mar 2026 10:35:35 GMT

Every time I try to watch Prime app via the puck it freezes. I have to keep refreshing the apps. This is frustrating and interrupting my viewing experience. Does anyone else have this issue?

Re: Prime freezes on puck

lettice — Fri, 27 Mar 2026 11:13:04 GMT

The Prime app is not one I subscribe to, so cannot say on if it's working ok.

But, apps can have problems now and again for many reasons.

Assume, other apps and live TV on your Sky Stream are working ok.

Best things to try are as a follows;

A restart of your Sky Stream puck.

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.

An apps refresh as you mention you may have done. Note, an apps refresh can take up to 24 hours to fully complete.

Press Home on your Sky remote, then highlight Settings.
Press System management, then Resets and updates, and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing.

A restart of your broadband router/hub.

Re: Prime freezes on puck

KC30 — Sat, 28 Mar 2026 10:21:35 GMT

Yes, same.

Only for me, I can watch every other programme on Prime except Fallout. But, even then, it takes ages to load Prime and most of the time I'm having to turn off Sky and on again for it to load.

I've taken to watching Prime from my TV rather than Sky. It's a fix, I guess, but not one we should have to be making.

Re: Prime freezes on puck

lettice — Sat, 28 Mar 2026 10:27:45 GMT

@KC30

Can you try all the above I've mentioned in this thread, if you have not already.

Re: Prime freezes on puck

KC30 — Sat, 28 Mar 2026 10:29:52 GMT

Thanks, I have tried everything.

Hence the frustration

Re: Prime freezes on puck

lettice — Sat, 28 Mar 2026 10:33:09 GMT

@KC30 wrote:

Thanks, I have tried everything.

Hence the frustration

Is this the only app you are having issues with on your Sky Stream puck?

Re: Prime freezes on puck

KC30 — Sat, 28 Mar 2026 10:43:49 GMT

Yes, just this Prime app.

I DO have an issue with the F1 playlist right now, but the Prime app has been on-going for months now.

Here's a clearer picture, maybe:

Before Fallout 2 came out, I went back and watched Fallout 1. The programe is now stuck on series 1, episode 7.

Everytime I press play, I get an error message. Any other episode I press play on, I get the same error message.

I can watch the episodes from from the app on my TV, but Fallout on the Prime app from Sky is just stuck there. No matter how I try to watch it: From the homescreen where is says "continue watching," from search where I try to press play on series 2 or any other episode, from a random Fallout add on the homepage, etc.

As well as this, getting into the Prime app itself is a slog, stuck on loading. Most of the time I have to switch Sky off and on again for the app to load.

Re: Prime freezes on puck

lettice — Sat, 28 Mar 2026 10:47:39 GMT

@KC30

That sounds an odd problem.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Prime freezes on puck

Brill+Gill — Sat, 28 Mar 2026 10:51:49 GMT

Thanks for escalating this @lettice. We’ve sent @KC30 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Prime freezes on puck

Sandie11111111 — Mon, 30 Mar 2026 15:58:40 GMT

Thank you, but even after doing the refresh this does not solve the problem. I am no longer able to use the Prime App as it freezes the puck. My viewing experience is affected. One of the considerations for returning to Sky TV was the draw of having all the apps in one place.