Netflix and then SKY as a whole dropping out

[Simon92]

I have recently had SKY Fibre Gigafast installed and have a SKY Max Hub. The hub is hard wired to the SKY Puck.  Check shows current speed to hub as 911.

I have rebooted the puck. Broadband usage on other devices is fine.

This continual dropping out is frustrating given the fee I am paying. A variety of drop out events occur. These are :-

a) picture freeze  - the TV and SKY remotes become inoperable leaving me with no option but to switch off and on at the maoccurring sometimes Netflix fails to reboot with a spinning arrow stuck on 0% on screen – sometimes it reaches 20% and sticks there. Switching off and on at the mains for a second time appears the only way out.
 
c) during a watch the picture will suddenly drop out of Netflix and return to the SKY home screen and I have to go through the process of getting back into Netflix and re-strarting the program
 
d) the screen goes completely black
 
e) volume loss occurs – leaving me with no option but to come out of the program

How do I go about resolving this please?

I surely do not have to continually keep suffering interuptions and continually rebooting. 

[mikealanr · Accepted solution]

Hi @Simon92 

This is not normal. It could be a faulty puck? When you have done a speed test where did you do this? Have you done one via netflix on your puck?

The other thing is have your turned WiFi off in your puck settings? Unlike other devices ethernet doesn't take priority when connected on the pucks and it will still try WiFi unless you toggle WiFi off in the settings.

The best way to get this resolved is report to sky. You can reach them by calling 150 from your sky landline. As your TV and broadband are with them they should provide end to end support. We are fellow customers here on the community.

MikeAlanR