topic Re: Puck picture cutting out in Sky Stream

Puck picture cutting out

Liam168 — Mon, 13 Jul 2026 18:03:52 GMT

So I'm sure I'll be told I need to call in, but hoping to eliminate going through the motions this way.
my sky puck picture drops out, WiFi signal is 100mbs plus, it's not specific to any app it's across all services, I've done all the suggested bits from other notes on here.

its not the USB or the WiFi as I have a Samsung frame tv and can run all the apps through that with no lag or drop out and swapped the usb cable to be sure on that.

im pretty sure its an issue with the hardware puck box.
could someone in sky contact me or anyone suggest a way for me to contact them to either get a new one or cancel it all down?

Re: Puck picture cutting out

lettice — Tue, 14 Jul 2026 04:57:24 GMT

Firstly, the SkyStream puck uses an hdmi cable to connect to a TV, not usb as you mention.

This sounds like your puck is not getting a reliable signal from your local network or may be suffering from some kind of local interference.

Comparing another device nearby your puck, will not really show a similar connection speed that your puck may be getting.

The puck in its design needs a reliable and stable wifi or ethernet connection to perform well at all times.

Can you do a network speed test on your puck.
Launch Netflix on your puck (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test several times, say over a half hour period or at your busiest known household internet usage time.

What is your speed?

Also, it may be suffering from some local interference, often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Try and place the puck in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Re: Puck picture cutting out

Liam168 — Tue, 14 Jul 2026 05:49:41 GMT

Thanks I had that thought so switched to eithernet and it still happens

Re: Puck picture cutting out

lettice — Tue, 14 Jul 2026 05:51:29 GMT

@Liam168 wrote:

Thanks I had that thought so switched to eithernet and it still happens

if using ethernet, make sure you have wifi turned off in the puck settings.

It still would be useful to see your network test, as described above.

Re: Puck picture cutting out

Liam168 — Tue, 14 Jul 2026 05:54:25 GMT

Yup done that, it's running on the eithernet setting. And I don't think it can be an internet speed /connection issue as the apps (Netflix, Disney etc) all stream fine when I use them in the TV directly and not via the puck.

Re: Puck picture cutting out

lettice — Tue, 14 Jul 2026 06:07:03 GMT

@Liam168

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: Puck picture cutting out

Brill+Gill — Tue, 14 Jul 2026 07:54:46 GMT

Thanks for escalating this @lettice. We’ve sent @Liam168 an invite to chat.

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