Netflix keeps dropping out - is there a fix?

[Dambu]

When watching Netflix is regularly looses sound and then freezes (this can happen up to 4 times in a single film).  The only fix seems to be to switch off and switch on the Sky "puck".  This is really annoying and not what I expected from my Sky subscription.  Is there a fix or way of getting a refund for this terrible service?

[mikealanr]

Hi @Dambu 

The issue is likely to be a local issue with your setup as there aren't widespread reports on the forum. Who is your ISP and what connection speed are you getting? You need 25Mbps for HD and 30Mbps for UHD.

If your bandwidth is marginal or have poor WiFi, you may have a better experience connecting your puck via ethernet or homeplugs and turn off WiFi in the settings.

In terms of refunds, we are fellow subscribers here on the forum, you would need to speak to Sky.

MikeAlanR

[Yorkshire-JD]

I have the same problem and it's only with Netflix and Prime apps. Sky programmes work fine so it's not the puck. I also have Sky fibre broadband at 135mbps. If I watch Netflix or Prime on the apps on the tv they are fine so it's not a WiFi thing as the tv uses an older WiFi version. It is a real pain and not something you expect on 2024. I think it's something to do with puck but only Sky will know the real answer

[Dambu]

I am now inclined to agree that the Sky puck is the problem.  On a couple of occassions mine has failed to start up properly (the clock gives the wrong time and the TV schedule doesn't work).  It would be interesting to hear if anyone else has issues with the puck.  The fact that restarted the puck fixes the Netflix freeze could also indicate that the puck isn't up to the job.

[MarkGoldsmith]

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@Dambu wrote:

I am now inclined to agree that the Sky puck is the problem.  On a couple of occassions mine has failed to start up properly (the clock gives the wrong time and the TV schedule doesn't work).  It would be interesting to hear if anyone else has issues with the puck.  The fact that restarted the puck fixes the Netflix freeze could also indicate that the puck isn't up to the job.

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In addition to the advice offer above you should ensure you are exiting apps on the puck when you have finished watching them. Just pressing the home button will usually keep the apps running int he background and can require reboots to help clear the memory to solve the issue.

Keep pressing the back button in an app until it either brings up the option to exit that app or it exits to the Sky stream home page.

What is key to understand is that the Sky streaming platform doesn't work like other streaming devices, virtually nothing is being run locally from the puck, everything you run is being run directly from Sky servers and that is the reason that a strong and stable network connection is required ( as mentioned by @mikealanr earlier in this thread). 

[Steve93]

I watch Netflix all the time on Sky Stream without any issue, it loads as fast as Apple TV 4K, the slowest is Itvx but once your in it plays back no problem.

Had 2 issues a few weeks ago, the stream box just stopped & I got a black screen, just left it a few mins & it came back

I used to be with Sky Broadband top speed 50mbps, couldn't use Sky Stream then, kept buffering sent it back in Oct 22,  it just kept trying to load programs, must've been my WiFi as I couldn't use ethernet the router was too far away, no other ISP could give a faster connection,

Luckily Virgin Media came to our area in 2023 now with them on their 1gig, got Stream again this June it's 100% better than last time, like night & day

We did have Q for years, don't miss it, still got the box (waiting to send it back) but happy with Stream, the picture is a lot better than Q, appreciate it's a little slow but used to it now, also have the VM Stream box we alternate between the both, VM box is faster as is the Apple box

Q will be going for a few years more but will eventually go as everything is streamed

[Gazzaf76]

The problem is netflix and sky stream just don't work! I've never managed to watch anything on netflix through my sky stream without encountering some sort of problem, yet funnily enough the netflix app always works seamlessly on my fire TV stick!

[Jporch316]

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@Gazzaf76 wrote:

The problem is netflix and sky stream just don't work! I've never managed to watch anything on netflix through my sky stream without encountering some sort of problem, yet funnily enough the netflix app always works seamlessly on my fire TV stick!

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The key here is the speed you are getting to your puck 

can you go into the Netflix app on stream them settings then network check ..... this will show what speed your puck is actually getting