topic Sky puck problems in Sky Stream

Sky puck problems

Kerrie86 — Sun, 19 Jul 2026 13:16:24 GMT

My puck keeps freezing/turning itself off randomly.
it's definitely the puck rather than my tv as I can be watching something and suddenly the screen goes black but the volume bar still appears - so the tv works fine, but it's like the puck cuts out. Pressing the power button on the remote or the puck does nothing, but unplugging the power cable and plugging it back in does the job.

I don't think it's a standby issue as it can be when I've recently used the remote, and other times it can be on for 3-4 hours without the remote being touched before it goes into standby (with the notification on screen this will happen). It

it's happened twice today already!

Re: Sky puck problems

Angel_Aka — Sun, 19 Jul 2026 14:35:28 GMT

@Kerrie86

This seems to be a fairly commonly reported issue with some customers' Stream pucks.
What broadband speed is your puck receiving? Run a network check from the get help menu on the Netflix app to find out.
Pucks needs a constant fast connection to Sky's servers to function with any sort of reliability. Ideally a lot more than the 25Mbps Sky recommend.
Also make sure your puck isn't getting too hot and isn't getting interference from any other nearby electrical devices.

Re: Sky puck problems

lettice — Sun, 19 Jul 2026 15:54:46 GMT

As above.

Having a good local network supply to the puck itself is a key factor for having a reliable experience with Sky Stream.

Best way to test is via 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 several times, over say a half hour period or at your busiest household internet usage times during the tests.
What is your speed for the puck?

Also, it may be suffering from interference, more 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.
Best for the puck to be 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: Sky puck problems

Kerrie86 — Sun, 19 Jul 2026 15:55:06 GMT

Thank you - connection speed is showing as 115.02mbps. It doesn't feel as though it's getting too hot - it's on a shelf under my tv so out of direct sunlight and not on carpet or anything.

how would I check for interference from other devices please? On that same shelf is my Internet router, but I'd imagine that's pretty common and that works fine bar the occasional outage.

Re: Sky puck problems

Kerrie86 — Sun, 19 Jul 2026 15:58:15 GMT

@lettice just seen your reply too - I'd say there's 3-4 inches all around the puck, closer to 8 above it though. I can certainly move it in a way to get 5-6 either side though so I'll try that.
there's a radiator in the room, about 8 feet away; none of the other stuff you mention though!