My sky stream keeps freezing and the sound and picture freeze then kick me out of the programme and

[Sarah250]

Picture keeps freezing and then kicks me back to TV guide 

[Padam_Padam]

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@Sarah250 wrote:

Picture keeps freezing and then kicks me back to TV guide 

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Sounds like your broadband connection isn't good enough. What speed is reaching the puck? To find out open the Netflix app, navigate to the get help menu and run a network check. 

[MarkGoldsmith]

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@Sarah250 wrote:

Picture keeps freezing and then kicks me back to TV guide 

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Is the puck connected via Wifi or ethernet cable to your internet?

Your issue will likely be one of.2 reasons:

1. The broadband speed going to your property isn't good enough for the service (it needs at least 30-35 Mbps to operate). 

2. The strength and stability of the network connecting from your router to the stream puck isn't good enough. If connecting via Wifi, then the way to test this is to disable the Wifi in the puck's networking settings, connect it via an ethernet cable, then reboot the puck by unplugging it for a couple of minutes. If the issue is resolved then the problem is the strength and stability of the wifi connection that the puck is getting.

[Nightrodeden]

I have the same thing. Picture freezes then sound goes and picture goes off. Checked Sky internet speed and 145mbps so no idea what the hell is going on 

[MarkGoldsmith]

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@Nightrodeden wrote:

I have the same thing. Picture freezes then sound goes and picture goes off. Checked Sky internet speed and 145mbps so no idea what the hell is going on 

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In that case the questions and comments in the previous post applies to you as well.

[Gary+Howorth]

Hi Mark.  I'm having the same issues. All good till a month ago.  Difficult for me to run  Ethernet to puck.  The room in which it is located is getting the worse signal

did a network test on Netflix to see the speed 

19-20 mbps.  

funny enough it's only bbc itv "live tv " channels that I'm having issues with. Sound not synced picture freeze.  No issues with streaming channels.  Ps also only at certain times of day

thinking about getting. Power line extenders.  Do you think this will solve it.  Which ones 

do you have any other suggestions?

im going to move the puck nearer the sky router and link it to a monitor nearby to try the Ethernet connection.  But can't do that for another few days