Netflix freezes. Tv channels switch off.

[MoragL]

Swapped from virgin media to Sky last week. Have puck and it keeps switching off all the time. Tv channels freeze. Netflix plays for a few minutes then freezes. Haven't been able to watch anything for past week. Have reset puck several times but only works for a few minutes before freezing. It's useless. Any advice? Thanks

[BenJoBanjo]

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@MoragL wrote:

Swapped from virgin media to Sky last week. Have puck and it keeps switching off all the time. Tv channels freeze. Netflix plays for a few minutes then freezes. Haven't been able to watch anything for past week. Have reset puck several times but only works for a few minutes before freezing. It's useless. Any advice? Thanks

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Have you checked your broadband speed? Check what the puck is actually receiving by opening the Netlix app, go to the get help menu on the left and run a network check. 

Sky Stream needs a minimum of 25Mbps for HD streaming and more for UHD. 

[Anonymous]

When it freezes does it completely lock up, as in the menus etc freeze too, or is it just the picture that freezes?

[MoragL]

• Everything freezes. If I switch off tv and then switch on, it comes in for about 5 minutes and then freezes again.

[MoragL]

Yes, broadband speed is 51.3

[Anonymous]

Then I think we can rule out broadband because that shouldn't make it all freeze and your speed is sufficient. 

I would recommend phoning Sky to see if they could do anything or arrange a replacement. Anecdotally, when others in this community have had this or similar issues a replacement fixed it. 

You can use the Sky Help portal to contact Sky. If you want to speak to somebody, you can click "Need more help?" at the bottom, and within that content you will see a phone number (we can't post phone numbers in this community).

[MoragL]

Thank you so much. I have phoned them and after several resets, they are going to send a replacement. Fingers crossed that works, but thanks again for your advice. 

[Anonymous]

Good stuff @MoragL  when it does come would you mind posting here again please with whether it worked. 

[MoragL]

Sky sent me a new puck the very next day and I'm delighted to say that, so far, it's working perfectly. The other one was faulty after all. Thanks for your help and advice. Much appreciated.