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Discussion topic: Black screen then sound sync

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This message was authored by: JayGee111

Message posted on ‎16 Oct 2025 08:07 PM

Black screen then sound sync

I got Sky TV and broadband installed yesterday. Tonight the TV service is repeatedly stopping, just showing a black screen. When I come out of the programme and restarted watching the sound is out of sync wit the picture. This has happened 4 times in the past hour, and has happened while watching normal TV, Netflix and Apple TV. HELP!!!!!!

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Superuser
This message was authored by: mikealanr

Message posted on ‎16 Oct 2025 09:15 PM

Re: Black screen then sound sync

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

Hi @JayGee111 

 

What speed are you getting on your puck? Sky say you need 25Mbps for HD and 30Mbps for UHD. You can check by opening netflix> go to profile picture> get help > check connectivity.

 

You my need to adjust the location of your puck, deploy extenders or have better luck with ethernet if experiencing poor speeds.

 

MikeAlanR

---
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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