Blank tv channels going off air

[Jonathanphillip]

When I flick the channels most of them stay on but others seem to freeze and just go off air and left with blank screen and nothing happens untill you move of it and it comes back then you move to another channel that's fine then it freezes 🥶 

[TimmyBGood · Accepted solution]

@Jonathanphillip 

Important to remember that 'flicking' channels on Stream is requesting a new data source and buffering enough content to permit display: it's an entirely different mechanism to the tuning circuit on digital terrestrial or satellite broadcasting where every possible live channel is already being received.

[Jporch316]

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@Jonathanphillip wrote:

When I flick the channels most of them stay on but others seem to freeze and just go off air and left with blank screen and nothing happens untill you move of it and it comes back then you move to another channel that's fine then it freezes 🥶 

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Also worth noting that the faster and more consistent internet connection you have the better the channel hopping responds (up to a point)

you can establish the speed you are receiving on your device by opening the native Netflix app, scrolling down to get help and running the network test 

you need at least 25mb (more like 30-35mbs in a real world scenario)

of course the more the better though especially if you have any other internet enabled devices using bandwidth at the same time 

[Jonathanphillip]

Got home yesterday to switch on the puck to find no channels working and it says please wait whilst we load programme and that was on every channel so I got on to sky to sort it out went through everything with them for hours trying to get this solved went through everything with them from broadband strength to speed they confirmed it was correct speed but just not enough strength for the puck to keep up with the downside of things that's what they said so I switched it on today nothing then tonight it suddenly appeared again they can't find the answer to this issue happening so we're back to this ongoing issue again they can't do anything 

[Jporch316]

Hi

what speeds are you getting if you run the network check in the Netflix app?

have you pulled the plug for at least a few minutes ?

[lettice]

As you mention in your first post that Sky say your connection is not strong enough, this is most probably  the cause of your problem.

As mentioned above, what speed are you getting to the pucks.

Try the Netflix test as detailed below.
Do the test a good handful of times over a period of an hour to get a picture of its stability.

Plus, how are you connecting, via wifi or ethernet?

If you have a low speed that is on the Sky recommended limit, it will be better to connect an Ethernet cable from the puck to your router for stability of the connection. If you do so, make sure that wifi is turned off in the puck settings.

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.
What is your speed?

[Jonathanphillip]

Just got home this afternoon going through the channels then itv 2 stopped dead then it read please wait whilst we load your programme then it ssid you have a technical fault with this channel then it went back to homepage sky told us to go to settings then advanced settings then switch it off wifi completely and that should stop the messages from popping up but it don't make any difference if you switch it off via WiFi off or on and its off where do we go from here sky told us you do have enough speed so there is nothing wrong with the speed results as they told us you do have enough speed so what's wrong with it its connection via ethernet cable to the puck and still have loads of these messages popping up last night its doing my head in 

[GD1]

@Jonathanphillip  When you turn wifi off on the puck are you also doing a reboot afterwards?

[Jonathanphillip]

Sky told me its most down to the fact you have no proper WiFi or Internet connection to keep Up with puck  even though its ethernet and WiFi problem that's confusing the ethernet and causes issues with WiFi  because there both switched on together that's confusing it somehow I've switched it off via settings 

[Jonathanphillip]

@GD1 we did all the tests on the phone with them and they told me to switch both things off router completely off then start with the puck and switch both things off then switch it back on  and see then test channels and see what happens it did seem to help then it came back after I ended the call 📞  so l rang back again telling them it's appeared again the error messages 

[GD1]

@Jonathanphillip  But did you reboot the puck when you turned the wifi off?

[Jonathanphillip]

@GD1 yes I did that 

[Jonathanphillip]

@GD1 I'm not being funny sky on the phone are telling me different things on the phone but whatever there telling Me doesn't make no difference I've followed everything there telling me but if you still keep getting these messages then you need to ring us again to solve it you shouldn't get these Messages if you turn off settings then turn it off wifi and don't turn it on because you will bring these messages back up again so I switched it off and it still came back 

[Jonathanphillip]

Or Is it worth getting in touch with the community forum team with the bubble 

[Jonathanphillip]

When you go on channels they seem to freeze and and pictures Start to get stuck and then others start to go blank I've been on the phone to sky they reckon its a technical fault and engineers are working to resolve this ongoing issue ring back tomorrow to see if its resolved but it still happens and the channels get stuck and freezes