topic Re: Persistent Loss of Sound when switching channels/content. in Sky Stream

Persistent Loss of Sound when switching channels/content.

ChilliCooper — Wed, 17 Jun 2026 18:01:03 GMT

The Stream Puck on our main TV is regularly losing sound when we change channel or switch to on-demand or an app. Each time this happens I go through the steps in the sound troubleshooting guide.

Initially this was just at first wake up of the day every now and again and was solved with a bit of channel hoping but over time the issue has become more frequent, happens when we change channel or two on-demand and frequently needs a hard reset to resolve (sometimes switching Digital audio sound output HDMI to a different option and back again).

It's not the TV (LG B5) as I've trialed our other two pucks on the TV for a week each and they were fine. This also suggests the cable is good. Also other sources into the TV never have a problem. Because of this I suspect a hardware issue but trying to diagnose this with the chat bot leads to going in circles.

Is there something I'm missing?

Re: Persistent Loss of Sound when switching channels/content.

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

Hi @ChilliCooper 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

Re: Persistent Loss of Sound when switching channels/content.

ChilliCooper — Wed, 24 Jun 2026 10:07:14 GMT

@_Claire The mail notification was sent to junk so I did not see this unti this morning. Can you please try again with the private chat?

Re: Persistent Loss of Sound when switching channels/content.

Mark39 — Wed, 24 Jun 2026 10:17:39 GMT

@ChilliCooper I've alerted Sky again. Look out for the chat bubble here, rather than waiting for an emailed invitation.