Black screen/picture freezing on sky glass tv

[Robbo53]

My son has a Puck, so far no issues with, just the tv

[KevNewMedia]

Hi Everyone

Thanks for highlighting this problem. Our support teams are working on this problem. As soon as I have an update, I'll let you know. A restart of the equipment has been proven to be helpful, however we note that the issue may return later on.

EDIT: Posts may look a bit out of kilter as I merge other posts with the same symptoms

[Sim83]

Mine was restarted 13 times yesterday surely that's not good for it on off on off all the time I gave up come 7pm and went to bed. Pointless having it if we cannot relax and watch it 

[Robbo53]

I have spoken to someone. 

Got message but link would not work so I called. 

Still doing the same though. 

[Ricken]

Exactly the same problem with mine. But sometimes ok in morning but not always. Definitely watching sky live triggers it. 

[Aloysius1972]

I have just switched from BT to Sky Stream and am facing what I guess is the same issue. Every couple of days the puck will not tune to a channel from the live tv guide. Once this happens no live tv will load but apps will normally work ok. Sometimes it seems to correct itself when left along for a (long) while but today I corrected it turning power on/off.

My question is that I am in the 30 day cooling off for an 18 month contract. What are my best options? Might it be best to try to switch to a monthly rolling contract so I can have longer to cancel if the problems are not resolved by a forthcoming update?

I could look at Sky A instead but there is a bit of a price premium to that and I am comfortable with Sky Stream if the 'black screen/technical fault' issue improves.

[Ricken]

Hi @Mr+Flibbles+86  sorry not had my phone to check 

messages. If this problem can be resolved then I would appreciate some help. Thank you. 

[bob1234]

@Aloysius1972Sky MAY let you switch to a rolling contract as you are a new customer and as you are within the cooling off period could just cancel, Sky do not let existing customers who change from a different contract or upgrade to go on the rolling contract.

Note the rolling contract is slightly more expensive, if you want to change phone Sky and be very firm about what you want.

[Leslie2309]

Received Ethernet cable from Sky.  Have connected Puck and have switched off Wi-Fi on puck, but still having an issue with sky freezing and then getting message "loading your program". Have had to switch puck off and restart again. Any ideas?

[Jporch316]

Hi @Leslie2309 

what speed internet have you got ?

[SlenderRobert]

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@Leslie2309 wrote:

Received Ethernet cable from Sky.  Have connected Puck and have switched off Wi-Fi on puck, but still having an issue with sky freezing and then getting message "loading your program". Have had to switch puck off and restart again. Any ideas?

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What speed is the puck receiving via Ethernet? Go the Netflix app & navigate to the Get Help menu then run the Network Check. 

[Leslie2309]

@SlenderRobert Thanks for your response. Have checked the speed and is it 71.81 - not that actually means anything to me, but I think its ok

[Jporch316]

What channels / shows are you getting the losing message and who is your internet with ?

[Jporch316]

There is a current issue for some users on glas / stream where a technical issue / program error is displayed on live tv 

sky are currently working on a fix - a quick reboot solves it for a while but apparently the issue returns soon afterwards 

[Leslie2309]

@Jporch316 It's quite random re the channels, so can't tie it to any in particular. Broadband is with BT/Sky