topic Sound drops out in Sky Stream

Sound drops out

Marckyboy — Wed, 17 Jun 2026 19:53:02 GMT

After watching the sky Puck for around half hour the picture jolts and the sound turns off. The volume has not moved and picture is still sound, but the only way to restart the sound is to turn off the puck for 30 seconds and restart. The only issue is this is every time I turn the puck on and sometimes it's not once per viewing and can happen multiple times.

Any ideas what I can do to put this right?

Re: Sound drops out

_Claire — Thu, 18 Jun 2026 09:04:41 GMT

Hi @Marckyboy 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

Claire