Advertisements freezing

[kirsty7102]

Have sky stream puck and everytime advertisements come in it freezes my tv completely and need to come out of programme. This is happening on various channels (including Disney plus). Netflix is fine. I have rebooted and even done a factory reset but didn't help

[Stephen+Mourton]

@kirsty7102   Can I ask if you have Ad Skipping?  If so does this happen when you try to skip the ad's or just happens anyway?

[lettice]

You mention channels.

Which linear TV channels are you experiencing adverts causing issues?

For apps,

Try an apps refresh and a restart of your broadband router/hub

1. Press Home on your Sky remote, then highlight Settings.
2. Press System management, then Resets and updates, and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing. Note: An apps refresh can take up to 24 hours to complete.

It is recommended to not perform a factory reset, unless Sky have asked you to do so or you are on a call or chat with Sky.

It can cause account issues, that only Sky can resolve for you.

[Hoggers]

Whilst watching a season of whatever, every time the adverts come on and program tries to restart, it freezes up.... constantly. 
When comments say use Ethernet etc.  Why do this when it's been working perfect since Aug '25.

has sky changed or started something new to cause this problem.

My four pucks are doing exactly the same.

I don't have advert skip !

[lettice]

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@Hoggers wrote:

Whilst watching a season of whatever, every time the adverts come on and program tries to restart, it freezes up.... constantly. 
When comments say use Ethernet etc.  Why do this when it's been working perfect since Aug '25.

has sky changed or started something new to cause this problem.

My four pucks are doing exactly the same.

I don't have advert skip !

---

@Hoggers 

Is this while watching Sky On demand or U On demand series?
These do have the ability to skip adverts, if you have the ad skipping pack, which I see high do not, so not the issue.

Or is this adverts on apps, like Paramount+, Disney+, c5, C4 

Some things to try;

If you have not already, try a settings restart on your pucks that have the issue.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Also, would recommend putting your pucks into standby and restarting your broadband router/hub.

[Hoggers]

It happens on ch5 at the moment !

Resetting the puck system doesn't work.

I don't have advert skip.

The program works fine, the adverts are fine, but going back to the program just freezes- all the time.

i have noticed on the play bar, you have to fast forward then rewind to find your last position.

its a proper pain!!!!

Not half as good as my previous Q system storage system rather than the cloud..