TV Freezing and Tech issues often pops up

[Ade250]

We are having constant problems with our sky tv puck system since May 2025 when we started our sky contract for broadband and tv.    
We thought it was a reboot issue but in the past month I have been contacting sky for help.  We have been sent a new tv box, set it up and having same problem! 
Our broadband reflects a good signal. Checks been made and last resort to sort out the tv box is a new router is being delivered today.   
Our other tvs that are not connected to the tv box work perfectly well.  They do not freeze, however occasionally the Amazon Echo drops offline.  I don't think it is connected to the tv box issue but maybe the Echo is old (4 yrs old).  
Anyone had similar issues with tv box? 
Right now, we feel that Sky are not providing the service we are paying for and want to end our contract on that basis.  
Your comments on solving this issue will be appreciated. 
Thank you. 

[Fothergill1]

Hi @Ade250 and welcome to the forum.  The fact that you also have the same issue with a replacement puck indicates that it is something within your local environment rather than a faulty puck.

One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters.

Good luck.

[BenJoBanjo]

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@Ade250 wrote:

Right now, we feel that Sky are not providing the service we are paying for and want to end our contract on that basis.  

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They key thing with Sky's streaming service is that technically they are providing you with the service you are paying for - they provide the Stream puck. But, unlike the satellite service (and the thing many customers fall foul of), it's a self-setup device so it's up to you to provide a broadband connection of sufficient speed and quality in order to make it function. 

Sky simply cannot control the variables in every individual customer's home - wall thickness, placement of broadband router, other devices causing interference, etc. 

Purchasing the Sky Stream service therefore requires a higher level of technical knowledge and ability to troubleshoot a home broadband network. If you router is working correctly and receiving the speed which you are paying for then it's up to you to make sure it can then send out a WiFi signal of sufficient speed and quality to the room you would like to have a Sky Stream puck in. 

If you cannot improve the WiFi then further investment may be required in the form of Powerline adapters or a decent quality WiFi mesh system which can integrate with your router and provide much better WiFi coverage throughout your home. 

Without a fast, stable and constant broadband connection of at least 25Mbps being received by a Stream puck, the entire service will suffer. 

Good luck!