topic Re: Sky puck picture issues in Sky Stream

Sky puck picture issues

Ire-elz — Tue, 07 Jul 2026 21:42:18 GMT

Got a replacement sky puck last week.
had my original sky puck less than 6 months. Picture 's been freezing for past 3 weeks intermittently. Then very poor quality for a few minutes. Then all fune. Then cycle starts again. Had to restart puck 4-5 times per night!

Rang sky who broke the old puck and sent me a replacement. same thing now with new puck - I've had for less than a week. Freezing and poor quality picture again every night.

did all the suggested steps on puck and checked broadband and no issues.
any help appreciated

very frustrating sky call centre no help at all identifying or resolving the issue

Re: Sky puck picture issues

TimmyBGood — Tue, 07 Jul 2026 21:56:22 GMT

@Ire-elz wrote:

sky call centre no help at all identifying or resolving the issue

When replacement hardware exhibits similar symptoms, the suspicion must be that the cause is in the local environment: the most likely would be WiFi issues.

Re: Sky puck picture issues

Ire-elz — Wed, 08 Jul 2026 09:33:48 GMT

I thought the same but showing no fault or issue on any other device and when checked by sky!
Router is only about 5m from the puck too!

Re: Sky puck picture issues

Angel_Aka — Wed, 08 Jul 2026 10:51:31 GMT

@Ire-elz wrote:
I thought the same but showing no fault or issue on any other device and when checked by sky!
Router is only about 5m from the puck too!

What does the network check on the Netflix app report as the speed being received by your puck?

Re: Sky puck picture issues

Ire-elz — Wed, 08 Jul 2026 15:12:48 GMT

420.95 mbps

Re: Sky puck picture issues

Angel_Aka — Wed, 08 Jul 2026 15:17:45 GMT

@Ire-elz wrote:
420.95 mbps

That's more than enough. If it's a constant signal then your puck should work.

But sadly it seems that quite a number of people are having issues at the moment. It could be a dodgy firmware update, it could be server issues due to the heat, it could be any number of things really.

Sky don't tend to comment on issues much, at least not until they have an idea of how widespread an issue is or whether they have an idea of how to fix it.

Re: Sky puck picture issues

Ire-elz — Wed, 08 Jul 2026 20:59:33 GMT

Thanks for your help ...seems like a good few on here with the same issue.

ill ring sky again as its a terrible service for the money I'm paying! Plus with World Cup and Wimbledon to enjoy you'd be glued to the telly!