Constantly freezing TV and app issue

[SarahintheShire]

We have a Sky Stream Puck. 
I pay for movies and sports so a fairly expensive package but feel constantly let down by the service. 
No matter what channel/streaming service we are viewing/using, there is constant freezing. Sometimes it's every few minutes, sometimes it's just once or twice. 
sometimes it's sound and picture, sometimes just picture. 
It's becoming unbearable. The Disney App is worse today, we're unable to get through and episode. 
We've restarted everything, refreshed the app, checked the broadband. 
I'm ready to cancel the whole lot. 

[Fothergill1]

Hi @SarahintheShire and welcome to the forum.

One of the main reasons for freezing is the quality and speed of the Wi-Fi 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) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters