topic Re: Build Version QSE38.010.00P Glitch in Sky Stream

Build Version QSE38.010.00P Glitch

Davidlm — Tue, 19 May 2026 06:30:16 GMT

I have three pucks in the house and the one in the Lounge has updated to Build Version QSE38.010.00P UI 3.171.2 the other two are on QS037.045.02P, UI 3.204.1.

Since the one in the lounge has updated to QSE38 the picture and sound is constantly stopping/clipping across all chanels and apps, even youtube. I have put the same programme on the other two pucks and it doesn't do the same as in the lounge. It is as if the wifi is dropping out and reconnecting on the one in the lounge with the new build version. I have reset the network connection and that doesn't address the issue and I have also connected the puck in the lounge to the other network I have running and that does nothing either

Whilst writting this I have checked the settings on the lounge and the UI has been updated overnight to UI 3.204.1 but the Build version is still QSE38 and the problem persists.

I have noticed that in the network settings on the one in the lounge that status now just shows as "connected" whereas before it used to say "excellent wifi connection" the same as the other two pucks.

So I assume it must be an issue with QSE38? Anyone else noticed the same?

Re: Build Version QSE38.010.00P Glitch

Sunshinemafia — Tue, 19 May 2026 20:25:27 GMT

I have the same issue on my sky puck but it says good wifi connection. No issues on my sky glass though just the puck.

Re: Build Version QSE38.010.00P Glitch

teamdavies — Tue, 19 May 2026 20:33:17 GMT

Yes I have the same issue. Never seen it before this version but cuts out for a few seconds at a time. Sound via arc to soundbar

Re: Build Version QSE38.010.00P Glitch

purpleparrotuk — Wed, 20 May 2026 04:51:44 GMT

Yes I had the same issue with that update. Sky tried reinstalling the firmware but made no difference. Ended up getting a new puck. I kept telling Sky it was the update that caused it since my other puck on older firmware was fine, but they would not agree. It took 3 phone calls to convince them.

Re: Build Version QSE38.010.00P Glitch

purpleparrotuk — Wed, 20 May 2026 04:53:49 GMT

Sky need to look into this ASAP because it is wrecking peoples pucks.

Re: Build Version QSE38.010.00P Glitch

purpleparrotuk — Wed, 20 May 2026 08:59:40 GMT

@SpaceSparkie can you please help with this. Your new update is breaking the pucks. Thanks.

Re: Build Version QSE38.010.00P Glitch

GD1 — Wed, 20 May 2026 09:07:28 GMT

@Davidlm To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Build Version QSE38.010.00P Glitch

Brill+Gill — Wed, 20 May 2026 09:19:18 GMT

Thanks for escalating this @GD1. We’ve sent @Davidlm an invite to chat.

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

Re: Build Version QSE38.010.00P Glitch

Davidlm — Wed, 20 May 2026 09:32:16 GMT

Thanks. I have initiated the chat and I will let other know of any findings that have suffered the same with this update.

Re: Build Version QSE38.010.00P Glitch

Davidlm — Wed, 20 May 2026 18:38:02 GMT

Quick Update:

I was instructed to carry out the recovery procedure which in turn downgraded the software back to QS037.045.02P but it has put on an older UI version from months ago UI 2.9.11.

I put the puck into stanby whilst we had tea and when we came back into the lounge it had carried out another software update and reverted it back to the troubled QSE038.010.00P and UI 3.204.1 So I am now back to square one. The agent did say give it a few days as it did a downgrade then a fresh install.

I will see how it goes and report back any findings.

Re: Build Version QSE38.010.00P Glitch

purpleparrotuk — Wed, 20 May 2026 19:16:06 GMT

@Davidlm Thanks for the update. They need to stop that update before it messes more people's boxes up. I did the reset on the phone with them but mine just stayed at 38. Luckily they replaced my puck.

Re: Build Version QSE38.010.00P Glitch

purpleparrotuk — Thu, 21 May 2026 16:38:30 GMT

Hi. Have you had chance to check your fresh install?

Sky Stream Juddering

JMesh92 — Thu, 21 May 2026 17:13:34 GMT

Hi all, wondering if anyone can help. I have two Sky Stream pucks in the house and the one in the living room has suddenly started juddering/stuttering on live TV and across all streaming apps as well.

I have already reset the puck and left it unplugged for a while before setting it back up, but the issue is still happening.

The other Sky Stream puck in another room is working completely normally, so it seems isolated to this one device.

Apple TV device and games consoles are still streaming fine so it's not a problem with the internet connection.

Has anyone had this before or know of any fixes?

Re: Sky Stream Juddering

purpleparrotuk — Thu, 21 May 2026 17:23:47 GMT

I am guessing you have had the Q38 update on the one puck? This is causing issues.

Re: Sky Stream Juddering

Angel_Aka — Thu, 21 May 2026 17:24:26 GMT

@JMesh92 wrote:
Hi all, wondering if anyone can help. I have two Sky Stream pucks in the house and the one in the living room has suddenly started juddering/stuttering on live TV and across all streaming apps as well.

I have already reset the puck and left it unplugged for a while before setting it back up, but the issue is still happening.

The other Sky Stream puck in another room is working completely normally, so it seems isolated to this one device.

Apple TV device and games consoles are still streaming fine so it's not a problem with the internet connection.

Has anyone had this before or know of any fixes?

Swap the pucks over to see if it's an issue with the TV. If the dodgy puck still judders on your second TV then it probably needs replacing. In which case give Sky a call for further troubleshooting and they'll authorise a replacement to be sent out.

Re: Sky Stream Juddering

purpleparrotuk — Thu, 21 May 2026 17:29:02 GMT

@Angel_Aka Sky need to stop the Q38 update unless they want to replace every single puck that it is installed on.

Re: Sky Stream Juddering

JMesh92 — Thu, 21 May 2026 17:30:59 GMT

Yeah that's right!

I wasn't aware of it, but now it makes sense.

Re: Sky Stream Juddering

purpleparrotuk — Thu, 21 May 2026 17:34:19 GMT

Add a reply to the thread that was started about the update. Sky need to know how many people it's effecting.

it's entitled Build Version QSE38.010.00P Glitch

Re: Build Version QSE38.010.00P Glitch

JMesh92 — Thu, 21 May 2026 17:51:47 GMT

I'm having the same issue too.

Has only been since this update.

Re: Build Version QSE38.010.00P Glitch

lainys — Thu, 21 May 2026 17:56:43 GMT

Hi there @JMesh92 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141