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Discussion topic: Puck freezes for a second or 2 intermittently

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Avatar for Chris753
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This message was authored by: Chris753

Message posted on ‎21 Feb 2026 09:32 PM

Puck freezes for a second or 2 intermittently

The picture and sound freezes for a second or 2 every so often. The screen either goes black or the picture freezes and the play bar displays on the screen then is ok for a time. Never used to do it only started doing that a few week ago. Any advice please. Thanks

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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr

Message posted on ‎21 Feb 2026 09:50 PM

Re: Puck freezes for a second or 2 intermittently

Posted by a Superuser, not a Sky employee. Find out more

Hi @Chris753 

 

Check the speed that your puck is getting in Netflix (Profile Pic > get help? > Connectivity check) What's the result? What speed is your broadband? You need 25Mbps for HD, 30Mbps for UHD and 35Mbps if you have more than one Sky streaming device.

 

It could be that your router has changed channel etc. are you comfortable enough changing this manually? Is the puck boxed in (in. TV unit for example) - repositioning it may help.

 

MikeAlanR 

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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