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Discussion topic: Picture freezing and and pixelating

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Message posted on ‎12 Jul 2025 07:06 PM

Picture freezing and and pixelating

As above keeps reloading 

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Superuser
This message was authored by: GD1

Message posted on ‎12 Jul 2025 07:10 PM

Re: Picture freezing and and pixelating

Posted by a Superuser, not a Sky employee. Find out more

@John63-  Which TV service do you have?  Sky Q, Sky Stream or Sky Glass

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
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This message was authored by: John63-

Message posted on ‎12 Jul 2025 07:13 PM

Re: Picture freezing and and pixelating

Sky streaming 

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Superuser
This message was authored by: GD1

Message posted on ‎12 Jul 2025 07:23 PM

Re: Picture freezing and and pixelating

Posted by a Superuser, not a Sky employee. Find out more

@John63-  It would suggest poor wifi or low speed is the cause, on the puck open the Netflix app, go to get help, run the connection test, what speed is being reported

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
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This message was authored by: John63-

Message posted on ‎12 Jul 2025 07:27 PM

Re: Picture freezing and and pixelating

97.9 is this ok?

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Superuser
This message was authored by: GD1

Message posted on ‎12 Jul 2025 07:33 PM

Re: Picture freezing and and pixelating

Posted by a Superuser, not a Sky employee. Find out more

@John63-  More than ample.

 

Next thing to try is power down the puck (switch off at mains) for about 10 minutes, then power back up.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
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Message posted on ‎12 Jul 2025 07:35 PM

Re: Picture freezing and and pixelating

@John63- It should be. How are you connected? WiFi or Ethernet?

 

Generally, ethernet gives a more reliable and stable connection. Turn off WiFi in Settings and set Network Standby Mode to On. 

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Message posted on ‎12 Jul 2025 10:31 PM

Re: Picture freezing and and pixelating

@John63- I had this issue previously and spoke with a broadband rep who advised to set pucks to HD not UHD this resolved the issue and no more pixelating or freezing. I have speed 512mbps through WiFi 

Sony Bravia 7 65", Sony Bravia 55" - Whole Home - 3 puck - Full Package

Sky Broadband full fibre 500 with WiFi Max
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