BScreen flashing to black

[MarkLi74]

Watching on pucks in several rooms to screen flashes to black for a second and then goes back to the programme. It is happening several times an hour, completely unacceptable 

[mikealanr]

Hi @MarkLi74 

Your telling other customers not sky. Run a speed test in Netflix (profile pic > get help? > Connectivity check) and poT the results.

If its happening on multiple pucks it's likely connectivity / broadband related. Post more information about your set up and the community will try to assist.

MikeAlanR 

[Angus24]

Hi, I have exactly the same issue, got in touch with sky after eventually getting through and they sent a new puck yesterday. The new puck was obviously refurbished but the issue has not changed at all and so I have exactly the same issue with the screen going black every so often. Infuriatiang that sky obviously know but refuse to acknowledge this widespread issue

[lettice]

As @mikealanr  has mentioned.

Most often the cause for your kind of issues is you are possibly not getting a stable enough connection to your puck , or getting some kind of interference

Would suggest first trying a restart of your Sky Stream box and a restart of your broadband router/ hub.

For the restart;

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.

The as mentioned run the Netflix  Speedtest on the puck;

Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test several times, say over a half hour period.
What is your speed?

Sky recommended minimum broadband speed is 25Mbps.

Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Also, it may be suffering from interference, more often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON.
Turn wifi OFF under Network if connected via ethernet

[Angus24]

Hi, just an update if it helps anyone. I did have a 5m hdmi from my puck to my tv so that everything could be hardwired. Looking at the comments I have now plugged in my puck next to the tv so I could use the sky hdmi. My puck is now wireless but is showing speeds of 448mb compared to 90 when it was wired and using the 5m hdmi cable. So far after 2 hours I havent had the screen black out, hope this helps