topic Re: Sky puck keeps freezing and crashing in Sky Stream

Sky puck keeps freezing and crashing

Nath144 — Thu, 09 Apr 2026 21:20:47 GMT

Sky puck keeps freezing, grey screen, picture no sound and no picture but sound.

I rang customer service this afternoon and was assured if I reset the puck this wouldn't happen again. 4 hours later we have the same problem again and was told it's my Internet. It's not my internet as when this problem happens I can switch channel and watch other channels except the channel with the problem. It's not always the same channel, I switched from Sky Q to this and was told this is better..... well that didn't last long as ive been having this issue since ive had it and we've had it over a month. Customer service is absolutely useless they couldn't understand what I was saying, they said if it happens again to ring back and I said by time ive got through security and all that it'll be working again. Looking and some of the other forms this is a common issue. Should have just gone with virgin

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Re: Sky puck keeps freezing and crashing

lettice — Fri, 10 Apr 2026 06:11:41 GMT

Does as the customer service team mentioned sound like you may not be getting the best wifi connection to your puck.
Having a good local network is a key factor for having a reliable experience with Sky Stream.

Some initial things to try to see if we can help you through your initial issues.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for your puck?

Also, it may be suffering from interference, more often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
If you can, it's a good idea to not stack the puck on top of any other device.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, turn wifi OFF under Network if connected via ethernet

Re: Sky puck keeps freezing and crashing

Nath144 — Fri, 10 Apr 2026 12:11:18 GMT

I did the Netflix test yesterday we were getting 415.94 mps. The puck has nothing around it.

Re: Sky puck keeps freezing and crashing

lettice — Fri, 10 Apr 2026 13:56:50 GMT

@Nath144

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: Sky puck keeps freezing and crashing

Jason- — Fri, 10 Apr 2026 14:59:42 GMT

Hello @lettice, thanks for escalating this with us. I'll send @Nath144 an invite now and we can help get things sorted 👍🏻

Thanks, Jason-

Re: Sky puck keeps freezing and crashing

Nath144 — Fri, 10 Apr 2026 16:24:56 GMT

Thanks @lettice for this, hopfully itll be sorted.