My puck is not working properly

[Traceyjnjohnson]

My picture intermittently pixelates but tends to be cured by having to restart the puck. Today I am playing something from play list. Starts off fine, then picture goes blank. Audio is fine. Adverts appear when and where they are scheduled. I have tried all trouble shooting. Help before I have to cancel the whole thing please x

[BenJoBanjo]

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@Traceyjnjohnson wrote:
My picture intermittently pixelates but tends to be cured by having to restart the puck. Today I am playing something from play list. Starts off fine, then picture goes blank. Audio is fine. Adverts appear when and where they are scheduled. I have tried all trouble shooting. Help before I have to cancel the whole thing please x

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Sounds like a broadband speed issue. Have you checked the speed the puck is actually receiving? To do this, open the Netflix app on the puck, navigate to the get help menu on the bottom left, and run a network check. 
Ideally you need a minimum consistent speed of 25Mbps for the puck to function with any form of stability, but ideally more, particularly if you want to stream UHD content. 

[Traceyjnjohnson · Accepted solution]

Tried everything.  BB speed is excellent.  Managed to get hold of Sky.  Faulty puck.  New one on its way! X

[Traceyjnjohnson]

The new puck as resolved some problems but not all.

If I watch something from my playlist it is all fine until I get to the first set of adverts.  After those it goes blank until it shows the next set of adverts!!   However I can watch it ok on my skygo app!

[Mark39]

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@Traceyjnjohnson wrote:

The new puck as resolved some problems but not all.

If I watch something from my playlist it is all fine until I get to the first set of adverts.  After those it goes blank until it shows the next set of adverts!!   However I can watch it ok on my skygo app!

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Would that be Chicago PD by any chance? There's a known problem with this programme.

[Traceyjnjohnson]

It is!!   They didn't mention that 

[Mark39]

@Traceyjnjohnson there's a fairly hefty thread on the subject here; https://helpforum.sky.com/t5/What-s-On/Chicago-pd-s12-e5/td-p/4999829/jump-to/first-unread-message

The long and short if it is that it's a fault with the,programme, which Sky are aware of, and not, thankfully, with your Puck.