Picture freezing and flickering

[mick+chard]

Picture freezing and fuzzy and sometimes just goes to a black screen

[GD1]

@mick+chard Your other post in the Glass forum has been removed as this simply duplicate replies.

Normally the sign of pooor wifi, on your puck open the netflix app and go to Get Help, run the connection test, what speed is being reported?

[mick+chard]

Went on Netflix and did the speed test 

96.6

[GD1]

@mick+chard  Should be ample, which would leave potential slowdown over wifi or interference, if poccible try ethernet from the hub to the puck, you'll need to turn wifi off on the puck if you choose this route.

[mick+chard]

I've spoke to about 5 different people in my town and there is loads having the same proble , so I don't think it's got anything to do with wifi 

[GD1]

@mick+chard  Regardless of what others have or don't have you can try the advise provided or ignore it, if you choose not to go down this route there really isn't anything I can suggest other than to call Sky.

[lettice · Accepted solution]

Having good broadband is key to Sky Stream.
From your speed you mention with your Netflix test you are getting a fair speed.

Woukd suggest running that test a few times over say a fifteen minute period, when you have your freezing issues.

Assuming your household local bandwidth is not heavily hogged at any time as the share to your pucks may be impacted.

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;

Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.

Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, microwaves and the like.
Assume you are using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network (f connected via ethernet).
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...