Picture keeps freezing or goes blank

[Gordy60]

Sky steam puck.

[Gordy60]

Just joined Sky over a week ago. Brand new cable from outside pole and new box into house. Told to giive if a week to settle. Picture still freezing or going off. Any ideas and is this a common problem with.puck streaming?

[Dazzasky]

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@Gordy60 wrote:

Just joined Sky over a week ago. Brand new cable from outside pole and new box into house. Told to giive if a week to settle. Picture still freezing or going off. Any ideas and is this a common problem with.puck streaming?

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Sky Stream doesn't connect from a cable on an outside pole @Gordy60 are you sure you have Sky Stream?

[Gordy60]

Yes, it's a puck. An engineer ran a thinner cable ( he said it was copper inside) from the telegraph pole to a box on the outside of the house 

[Hunter2660]

OK. Run a speedtest via Stream's Netflix app, (not via your PC), and see the actual speed your puck is receiving.

[Gordy60]

Ok, I'll try that  

[Gordy60]

Its 140. I've tried connecting an ethernet cable to se

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@Gordy60 wrote:

Sky steam puck.

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e if that works but it's just the same. 

[Hunter2660]

That should be more than enough. What speed are you receiving via your router?

[Gordy60]

Not sure. I did a  system check and everything was okay. 

[Hunter2660]

Try your laptop Speedtest by Ookla - The Global Broadband Speed Test .

[Gordy60]

146. The ethernet cable would sort our the speed 

[Hunter2660]

An ethernet cable is always preferred as you can get interference from your neighbours wi-fi, as well as electrical sources. The puck is very sensitive to any drop in speed or online interference, as there is little buffering with the puck, unlike Fire TV, Roku sticks etc.

[Gordy60]

Even though I've fitted the cable, the picture still freeze or stops. Is there something else that I need to do. I just plugged it into the box?

[MarkGoldsmith]

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@Gordy60 wrote:

Even though I've fitted the cable, the picture still freeze or stops. Is there something else that I need to do. I just plugged it into the box?

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You will need to disable the WiFi in the puck's network settings and then reboot the puck.

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

[Gordy60]

Ok. I'll try that tomorrow.  Thanks.