Pixilated and freezing Sky Stream

[Jasminecat]

Suddenly, our picture is freezing or pixilating,the 'voices ' are going on behind the frozen picture ...we've only had this 2 weeks, after 5 years of seamless Qbox! 

[mikealanr]

Hi @Jasminecat 

Comparing Q which uses satellite and stream which uses broadband for delivery isn't a valid comparison.

Issues like this usually points to poor speeds either between your puck and the router or your router and broadband connection. Stream required 25Mbps for HD and 30Mbps for UHD. You can check what speed your puck is getting by opening netflix and going to get help? On the left hand menu and then selecting connection check.

You may have more joy using an ethernet cable or homeplugs and turning WiFi off in the settings of the puck.

MikeAlanR

[Leslie2309]

Having problems with pixelating on many channels on Sky Puck using ethernet cable. Have switched off Puck and waited to restart - seemed to solve the problem, but it is now happening a lot. Sky have checked the equipment and advised all is ok.

Will try switching off broadband etc and restart, but as we are using ethernet I don't know how this will help

[mikealanr]

@Leslie2309 

You need to make sure WiFi is off in the network settings on the puck. It will try to connect via WiFi even with a cable plugged in unless turned off. It's also recommended to restart the puck after toggling the WiFi off to ensure the puck picks up the change.

MikeaAlanR

[Leslie2309]

Hi mikealanr

Have checked and wi-fi is not connected but picture still pixelating. Will have a go at switching everything off and try from there

[Guy_42]

Here too, starting in the last week or so. Switched from WiFi to wired (via gigabit switch, 500Mb/s service) but no better. Netflix on my LG TV with the same programme was fine.