Picture keeps freezing and akipping

[Pucca]

Picture is freezing and skipping. Happening on all channels. Sounds are lagging as well. Have tried resetting the box.. no luck. Dine broadband and WiFi tests which say all is ok. It's constantly happing 4/5 times an hour all day. Any suggestions please?

[Paul466]

We Are having the same problem. I've reset everything but to no joy. Sky say there's nothing wrong. I'm really disappointed with Sky's streaming service. Very very poor. Sky don't seem to care 

[Addie15]

Hi there, @Pucca. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Fothergill1]

Hi @PuccaOne of the main reasons for freezing is the quality and speed of the WiFi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.