topic Re: Update for stuttering in Sky Stream

Update for stuttering

lady2006 — Sun, 02 Aug 2026 07:38:13 GMT

I understand that there is an update to run to fix this issue? how do I update my puck? I am currently on build QSE040.033.00P

Re: Update for stuttering

Angel_Aka — Sun, 02 Aug 2026 07:39:59 GMT

@lady2006 wrote:
I understand that there is an update to run to fix this issue? how do I update my puck? I am currently on build QSE040.033.00P

You can't update.
Software builds are rolled out in batches by Sky. Your puck will rollback to a previous, more stable build, in due course.

Re: Update for stuttering

lettice — Sun, 02 Aug 2026 09:49:00 GMT

@lady2006 wrote:

I understand that there is an update to run to fix this issue? how do I update my puck? I am currently on build QSE040.033.00P

That is a recent and one of the current firmware builds, that for customers to fix some issues is being rolled back as you mention.

You cannot force and should not try (by factory resets) and force a UI software or firmware build change.

It will be made available to your pucks and installed when Sky pushes a flag for it to be installed.

Sky firmware builds and UI software, along with rollbacks are sent out over a gradual period in batches.

Will also flag for you in our closed Superuser community area, that some customers have yet to be rolled back. We have noticed a few others of late that also have not been rolled back.

Re: Update for stuttering

lady2006 — Sun, 02 Aug 2026 11:50:29 GMT

Thank you fingers crossed I get rolled back soon as the stutter is driving me nuts

Re: Update for stuttering

DrCrispy — Sun, 02 Aug 2026 17:52:05 GMT

I am on QS040.040.00P and I have been having repeated drop outs and stuttering for weeks now. I have slowly ruled out all alternative technical causes so I was coming round to think, because it appeared suddenly on two different pucks that a wonky software update is to blame. Repeated calls to Sky are getting me nowhere. The first support person said it was due to me having a mesh system and sky wifi turned off at the router. A second insisted I turn sky wifi back on but that made no difference. A third made me factory reset everything and start again. No difference. I know my WiFi is rock solid and nothing else in my house is having difficulties. Sky are denying a software issue but this thread and another one suggest that this might indeed be the explanation. Can someone please confirm/

Re: Update for stuttering

Angel_Aka — Sun, 02 Aug 2026 18:01:16 GMT

@DrCrispy

It's absolutely a bad software update from Sky. If it wasn't then they wouldn't be in the (slow) process of rolling it back.

Re: Update for stuttering

DrCrispy — Sun, 02 Aug 2026 18:45:38 GMT

Thank you, that helps

Re: Update for stuttering

EEW — Sun, 02 Aug 2026 19:25:07 GMT

My puck was rolled back to QS037 about a week ago which cured the stuttering. Yesterday it was updated to QS040.040.00P and so far has been stittuer free.

Re: Update for stuttering

Wilxx — Sun, 02 Aug 2026 19:47:47 GMT

It's crazy how some have been rolled back then forwards again while some of us are still waiting for the initial rollback!

I genuinely think some boxes in a certain batch have been forgotten about. I've had to watch last months World Cup with stuttering and lags after it had been stated there was a rollback in place.

Re: Update for stuttering

DrCrispy — Sun, 02 Aug 2026 20:01:15 GMT

I have just been shown how to force a software update. Interestingly I went thought the whole download, install and let's get set up again, then had to do a factory reset. At the end, I still have the same build number! Painful! However now up and running again. I will keep everyone up to date if this fixed the issue. Sky support hinted that the build had been updated but the number not changed. Fingers crossed. If it works, I'll let you all know.

Re: Update for stuttering

Mark39 — Mon, 03 Aug 2026 09:24:50 GMT

@DrCrispy you can't force a software update. Sky recommend not trying a factory reset unless under their supervision as it can cause account linking problems - we've seen reports of that happening here on the forum.

Re: Update for stuttering

lettice — Mon, 03 Aug 2026 09:46:10 GMT

We have been informed that the rollback is still ongoing.

You will be rolled back soon (sorry no timeframe given), afraid you will just have to be patient, as frustrating as it seems.

Re: Update for stuttering

DrCrispy — Mon, 03 Aug 2026 09:46:31 GMT

Hi Mark. Until yesterday I thought the same thing. Sky support told me how to trigger a software update by switching the puck off in a particular way. I'm reluctant to say exactly how in case it messes up other people's system. When I did it, the puck reported downloading and updating software. I then had to reconnect my remote etc. The only hiccup was that my account was not recognised, so the support walked me through factory reset. All appears to be well now. I'm sure you know much more about what happened than I do (I am new to Sky). What surprised the support person was that after the factory reset, my playlist remained intact. However, my favourites were different (they were the bedroom puck favourites) so I suspect they were copied across as part of the process. The support person confessed that this was not what they expected but it definitely changed the software and so far, the problem seems to have resolved, although it's a bit early to be sure because the problems were intermittent. Same build number but the interface looks a bit different.