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Discussion topic: Sound and picture

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Avatar for Brassmaster
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This message was authored by: Brassmaster

Message posted on ‎30 Dec 2025 01:47 PM

Sound and picture

Keep losing sound and after a while it will freeze then screen goes white but I player works fine does it on more than 1 chanel
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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr

Message posted on ‎30 Dec 2025 10:52 PM

Re: Sound and picture

Posted by a Superuser, not a Sky employee. Find out more

Hi @Brassmaster 

 

Sounds like this could be broadband related. Run a speed test in netflix (Profile pic > get help > connectivity check). Do this a few times and take an average.

 

Sky say you need 25Mbps for HD and 30Mbps for UHD. Also who is your ISP? Have your tried using ethernet (Nd turning WiFi off in settings)?

 

MikeAlanR

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55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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