Frozen picture and sound on tv

[Mick444]

Having to reset router and puck daily, nothing but problems, sky is **bleep**

[peter-marlow+1966]

What is your  broadband  speed, how is your  puck connected and what speed is your puck  getting. You can check this by opening Netflix going to help opening that and running check my network  also having  the  puck connected  by ethernet cable  is more stable than WiFi. Sky recommend  a minimum of 25mps for hd channels and 35mps for uhd channels. And it sounds like  a wifi problem. Also the more devices that you have connected to the Internet by wifi the  weaker  the signal is to each one and if you  live in an old house with brick interior walls this  can interfere with the wifi signal to. YouTube need a wifi booster or faster  broadband 

[lettice]

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@Mick444 wrote:
Having to reset router and puck daily, nothing but problems, sky is **bleep**

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Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of 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, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.
Turn wifi OFF under Network if connected via ethernet.