Puck driving me mad

[Burnstar]

I have Sky Glass TV in my living room and Sky Puck in my bedroom. I live in a maisonette so distance from router isn't an issue.

Glass TV is (currently) working fine. But the puck is almost unusable at present. Both the picture and sound are freezing intermittently. I also get the "please wait for your programme to load" message, which sometimes appears over a black screen, and sometimes stays on over live TV.

I've reset the puck, TV and wifi but it's still happening. Netflix (via the puck) is also being temperamental.

My internet is good - I did a speed test from the bedroom and it's over 100mbps and it's FTTP. 

Anyone have a solution please?

[Exiled-in-HH]

Did you do the speed test using...

Netflix...get help... Network check .. on the Sky Stream Puck?

Did you do it a few times a few minutes... what was the speeds given by the multiple speed tests?

[Fothergill1]

@BurnstarOne 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 speed recommended for HD is 25mbps and 30mbps for UHD (add 5mbps to each if you have an additional puck)

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.