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Discussion topic: Channel keeps dissapearing

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This message was authored by: Jim1001

Message posted on ‎27 Mar 2026 08:24 PM

Channel keeps dissapearing

Picture goes blocky then channel dissapears.

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Avatar for mikealanr
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This message was authored by: mikealanr

Message posted on ‎27 Mar 2026 08:28 PM

Re: Channel keeps dissapearing

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

Hi @Jim1001 

 

Usually points to poor WiFi connectivity or broadband speed.

 

Open netflix> profile pic > get help > connectivity check. What speed is it showing (run a few times and take an average).

 

Sky say you need 25Mbps for HD, 30Mbps for UHD and 35Mbps if multiple sky streaming devices.

 

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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This message was authored by: Jim1001

Message posted on ‎27 Mar 2026 08:37 PM

Re: Channel keeps dissapearing

Don't have Netflix. Happens a lot no matter what channel am  watching. Can go to home page change to another channel then it happens on that one. Continues like that. Supposed to have 500mbs.

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This message was authored by: mikealanr

Message posted on ‎27 Mar 2026 09:18 PM

Re: Channel keeps dissapearing

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

Hi @Jim1001 

 

Netflix is included with sky and app is on your puck. Connectivity between the puck and router is just as important as router and internet.

 

You need to check the connection speed as advised. Or try ethernet cable or homeplugs and turn WiFi off in your puck settings.

 

Or you need to call sky for further troubleshooting.

 

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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This message was authored by: lettice

Message posted on ‎28 Mar 2026 07:39 AM

Re: Channel keeps dissapearing

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

As mentioned above, sounds like you may have some kind of local network issue to your pucks.

 

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 a few times, say a few minutes between tests.
What is your speed?

Sky Community Superuser. What is a Superuser? Click here to find out
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Sky Ultrafast + using Sky SR203 hub. Sky Mobile unlimited data. Sky Smart Home - Bundle Smart Home plan +
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Message posted on ‎28 Mar 2026 10:10 PM

Re: Channel keeps dissapearing

Hi, Getting an average of 89.7Mbps. But tv has been fine tonight. Can play fine for a couple of weeks, then give me the problem 2/3 nights in a row?

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