Numerous issues : Picture freezes, Picture greys out, no sound but picture. Picture but no sound!

[Why+Us]

I would be grateful if anyone can assist me as Sky is driving me up the wall.

Here's a list of the problems I have. They occur on every channel at radom times. They occur only on this one Sky puck

1. Picture freezes, with and without sound. 
2. Picture plays, with no sound.

3. Picture greys out, with sound.

4. Picture greys out with no sound.

5. When any of 1-4 happens, changing channel fixes it for a second and then the picture goes grey or freezes.

Puck connected by WiFi; signal on settings-network: good.

WiFi signal in the room is

Netflix speed test : 292.60 Mbs

Wifi Strength in room between 340-360Mbs Download and 86Mbs Up.

I pay for 500Mbs Fibre Internet. 

I have reset the router, factory reset this puck. The fault still occurs. See the attached jpgs and video of the faults.

Any help would be appreciated. 

[Stephen+Mourton]

@ Thank you for your very informative question it can be a big help with finding a solution.  As you appear to have a good Wi-Fi signal often it can be the setup that isn't right.  You refer to this puck as if there is another, if so presumably that works fine!  Is the one that is causing issues the one nearest the router or the one in the other room?  

[Dazzasky]

If you have another puck have you tried swapping it over to see if you have the same outcome or not @Why+Us If it doesn't happen on a different puck then that would suggest you have a faulty puck and should have it changed. 

[Why+Us]

Hi Stephen+Mourton,  yes we have another thats downstairs. Never had a problem with it. Just this one upstairs.

[Why+Us]

Yes, swapped around, same issues. I called Sky, who took me through the usual, despite telling the person on the other end. I didn't have an issue. As the videos show, I do. 

[MarkGoldsmith · Accepted solution]

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@Why+Us wrote:

Hi Stephen+Mourton,  yes we have another thats downstairs. Never had a problem with it. Just this one upstairs.

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So if you swap them round and the dodgy one is also having issues in the other location, then it will be a dodgy puck and you will need to persist with calling Sky and asking them to replace it.