Constant crashing and freezing

[AdamPrii]

I am new to sky. This is the second day of having it. It just constantly freezes and crashes. I had to unplug it 4 times whilst trying to watch a football match. It was freeze on a default screen and the remote becomes unresponsive. I have to pull the plug out to restart it. As it doesn't even want to turn off. 

[Fothergill1]

Hi @AdamPrii and welcome to the forum.

One of the main reasons for freezing is the quality and speed of the WiFi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These figures assume you don't have other devices using the Wi-Fi bandwidth.

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical then you could consider Powerline Adapters which are about £40 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps. 

Good luck 🤞

[AdamPrii]

I've tested this. It's about 3 ft away from router and I get a solid or consistent 450mbps. Still no good! 

[BenJoBanjo]

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@AdamPrii wrote:

I've tested this. It's about 3 ft away from router and I get a solid or consistent 450mbps. Still no good! 

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Stream pucks are more sensitive to WiFi jitter and speed fluctuations than any other streaming device. It's the nature of the server-based SkyOS it runs on. It needs a constant connection to the server or it gets a bit upset. 
If your puck is only 3 feet away from the router, try connecting via Ethernet and turn WiFi off to see if it makes a difference. The Ethernet port is capped at 100Mbps but this is more than enough for streaming, 

[GD1]

@AdamPrii  Definately worth trying an ethernet connection to see if this improves things.

[Freddieboy69]

Hi @AdamPrii  It's definitely not your internet speed then, seeing as your router is only 3 feet away have you got the Sky puck connected via Ethernet? If so and you are still getting this issue then it sounds to me like a faulty box,

All the problems you mentioned are normally associated with poor WiFi connection as confirmed by @Fothergill1  So if these problems are still occurring with direct Ethernet connection i would suggest calling Sky, as you definitely have an issue with the puck itself,

Just my opinion 

Freddie