My puck stops working when I am watching tv and the screen goes balck

[Jc1]

I watch tv and my sky screen goes black with no error messages just cuts off. I reboot and then it works for a short time and does it again. 
also I can never connect to my hayu account. 
it works downstairs but not in my bedroom 

[mikealanr]

Hi @Jc1 

This is typical of poor wifi connectivity or poor broadband speed. The puck needs 25Mbps for HD and 30Mbps for UHD. You can check the speed you are getting by opening Netflix > opening the left hand menu > scroll down to Get Help > Check your connection.

You may need to speak to your ISP to get wireless extenders or reconfiguring your routers wifi channel or try homeplugs or ethernet connection. 

Re Hayu, see this onging thread: https://helpforum.sky.com/t5/Sky-Stream/HAYU-Application-continues-to-not-work/m-p/4911269

MikeAlanR

[AndyHaz]

Don't accept the poor WiFi or Broadband reasoning that is usually given out to explain issues.

I currently have a connection speed of 305mbps and all my TV channels via Sky Puck are not working on - programme waiting to to load and never coming on leaving a black screen. I can stream via the apps but the channels are not working. 

i'm going to try the usual fix of unplugging the Sky Puck. 

[mikealanr]

@AndyHaz 

It's usually given out as it's the issue. Have you checked the speed on your puck? Broadband speed to the router and speeds from router to a client devices are two very different things. I have 2 glass units and 4 pucks and have no such issues.

If you are having these issues are receiving good speeds on your puck you could have a faulty device and you should ask Sky to swap it.

MikeAlanR