The picture or the sound will freeze the screen will go black then blue and then program is loading

[Allen1951]

The picture or the sound will freeze and the screen will go black, seconds later the screen will go blue and say your programme is loading and then the programme will resume. This happens on all channels.

Will you get an engineer to fix this issue now. I have been with you for a few weeks and your service is very poor. You have already changed the puck after a week. Someone get back to me to fix this problem. Thank you

[mikealanr]

Hi @Allen1951 

Your not talking to Sky we are fellow customers on the community. Sky do not respond nor can they identify you from a post.

Sky don't sent engineers for pucks but may do so if you have Sky broadband. You will need to call Sky to arrange this.

However the issues usually point to poor connectivity between your puck and your router. I have 2 X glass units and 4 pucks and have no issues (except for it saying no WiFi on start up recently which seems to be a bug introduced recently).

Sky say you need 25Mbps for HD and 30Mbps for UHD. You can check the speed you are getting in Netflix. Menu > Get help > connectivity check. You may have more joy using an ethernet cable, homeplugs or try repositioning your puck.

MikeAlanR