My programme stops every time an ad break starts!

[SusanJDK]

Joined Sky in July23 & have 2 sky streaming pucks on the fastest broadband service available with Sky.
Every time an ad break is due to start ( and at the end of said ad break)  the TV either freezes to a blue screen  (so I miss the last minute or so of the programme) or it totally goes black and kicks me out to the Sky Home page.

When the programme then restarts it will come up with the "waiting to load" message which lasts ages, then boot me out again to the programme list.
So annoying and happens in every ad break so 3-4 times an hour!!!! What on earth is causing this? It's making subscribing to Sky seem like a very poor decision!!!
PS I have already done all the "resolution" recommendations on Sky website and no improvement. The TV is also in the same room as the router!

[MarkGoldsmith]

How close are the pucks to the router? If they are literally right next to the router it's possible they are too close and thus there is some interference.

Also how are the pucks connected to the internet via WiFi or Ethernet?

[Jones_The_Cat]

@SusanJDK 

What speed exactly is "the fastest broadband service available with Sky?"

The name Superfast or Ultrafast means absolutely nothing. The actual speed reaching your pucks is what is important. 
To find out the speed being received, open the Netflix app, navigate to the get help menu and run a network check. Do this several times on each puck and report back with the results. 

[SusanJDK · Accepted solution]

The room isn't a large room, say 12' x 12' and the router is in the opposite corner to the TV (diagonally) The pucks are connected via WiFi and too far away to attempt an Ethernet cable connection. Never had this problem on the previous SkyQ + Dish system!

[MarkGoldsmith]

It's because the sky streaming platform essentially has no hard drive so all the content being serviced on it (including the home page) requires connections to Sky servers.

this means that a consistent and stable connection is required to the Ethernet. It's common for WiFi signals from routers to have small drops in connectivity or strength which whilst it doesn't prove an issue for a lot of other internet enabled devices, as the Sky device runs purely out of the cloud this does cause issue and even a drop in connection that's for a few seconds takes the internet speed below the recommended 30 Mbps for the device will cause it to have issues and misbehave. Normally a reboot can cure it until the same thing happens again.

some customers have been fine on WiFi but they tend to be customers who have improved their own WiFi networks with better/stronger routers or created mesh networks. The key message is that the device must be constantly getting that minimum recommended speed or it won't function correctly.

Ethernet sorts this problem out for a lot of customers (myself included). You don't need to use long cables you can purchase power line adapters for £40-50 which work and essentially allow you to connect your device to the router via your electrical circuit, as they just plug in like a normal plug and you connect the Ethernet cable into the plug.

[Exiled-in-HH]

@SusanJDK 30' isn't that long for a Ethernet cable run .... the idea is you the eheternet connection as a temporary cable run to test the connection between router and Puck😉