topic Re: Puck reset did not fix the problems in Sky Stream

Puck reset did not fix the problems

Insert — Sat, 10 Oct 2026 18:59:02 GMT

The puck is new and it includes the problems of live tv freezing on a blue screen at random, streaming apps freezing on ads and the paused tv shows jumping at random. I've previously contacted Sky support about this and they got me to do a full puck reset, but the problem hasn't been resolved. It's not connected to connection quality.

Re: Puck reset did not fix the problems

mikealanr — Sat, 10 Oct 2026 19:36:59 GMT

hi @Insert

You are not talking to Sky. This is a customer helps customer community. You say its not quality but what checks have you run to verify this (e.g netflix connectivity check etc). Who is your isp? What speeds do you get? etc.

The symptoms could be related to poor connectivity. Please provide more information and the community will do its best to assist or re-engage sky for further troubleshooting.

MikeAlanR

Re: Puck reset did not fix the problems

peter-marlow+1966 — Sat, 10 Oct 2026 19:56:51 GMT

Welcome to the forum

To find out what speed the puck is getting open Netflix go to help open that and go to check my network and run that . Please remember that sky recommend a minimum of 25mps for hd channels and 35mps for uhd channels but the more devices that you have connected to the Internet the weaker the signal is to each one. And an ethernet cable is more stable than WiFi

Re: Puck reset did not fix the problems

Insert — Sun, 11 Oct 2026 08:30:34 GMT

I spoke to Sky support a few days ago and they just got me to do a full reset of the puck claiming that it would fix the problem. It didn't. The ISP is Sky via Openreach. Netflix on the puck has at least 100 Mbps. It's a WiFi connection. The other things on the WiFi are a phone, tablet, watch, echo device, doorbell and chime all mostly acting passively. The Sky Max app also thinks the connection to the puck is good. The problems seem to be entirely random and not connected to the WiFi speed of the puck because even if it's just the puck on the WiFi it might happen and yet at very low speeds it might not. It also doesn't seem to be connected to if the channel is hd or uhd for the same reason.

Re: Puck reset did not fix the problems

Insert — Tue, 13 Oct 2026 20:05:47 GMT