topic Re: My stream puck keeps freezing in Sky Stream

My stream puck keeps freezing

Jode22 — Mon, 29 Jun 2026 20:15:28 GMT

Do I need a new sky stream puck ... it was struggling to turn on and off and now I've got it to turn on it freezes constantly anrd I can't it to come back unless I turn everything off so scrolling to find something to watch is a nightmare I dread changing the channel ... any help please?

Re: My stream puck keeps freezing

Jode22 — Mon, 29 Jun 2026 20:17:52 GMT

I don't have glass I think that's an auto correct just a Normal smart tv

Re: My stream puck keeps freezing

Angel_Aka — Tue, 30 Jun 2026 07:04:59 GMT

@Jode22 wrote:
Do I need a new sky stream puck ... it was struggling to turn on and off and now I've got it to turn on it freezes constantly anrd I can't it to come back unless I turn everything off so scrolling to find something to watch is a nightmare I dread changing the channel ... any help please?

Have you checked the broadband speed that the puck is receiving? Without a fast & stable connection you will continue to have issues.
Run a network check from the get help menu on the Netflix app. What speed is reported?

Re: My stream puck keeps freezing

lettice — Tue, 30 Jun 2026 08:12:37 GMT

@Jode22

The power issues sounds like it may be need some further investigation from Sky.

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: My stream puck keeps freezing

-Heather- — Tue, 30 Jun 2026 09:53:03 GMT

Hi @lettice, thanks for making us aware of this. I'll send @Jode22 an invite now so we can assist further. Thanks, Heather