Puck freezing and will not work unless restart

[IH8Vodafone]

Hi im new to sky and have the sky stream puck for my tv, connected through wifi. However i have twice today had to restart the puck to get any picture or sound on any channel. I also have sky broadband. The router, wifi and puck connections all show no issue through the sky app. Does this suggest a faulty puck?

[mikealanr]

Hi @IH8Vodafone 

Not necessarily. It can be poor WiFi or broadband speed. For the puck to work it needs a minimum speed of 25Mbps for HD and 30Mbps for UHD. You can check the WiFi signal by going Settings > Network > Network connection.

To check the speed your getting open Netflix > left hand menu > get help > check your network. It's best to run this a few times a take an average.

You may find that using an ethernet cable (and turning off wifi in settings) or homeplugs bring you more stability or even repositioning your puck or getting boosters to improve WiFi.

MikeAlanR

[IH8Vodafone]

Hi Mikealanr,

Hi @mikealanr,

Thanks for the reply. Definately not poor wifi or broadband speed. Puck and router are in the same room and averaging about 330mb Speed on netflix

I would love to connect up with ethernet for guaranteed connection but cant stand the sight of cables or cable boxing.

Im hoping its a settling down thing

[lettice]

From your tests, your wifi is providing a good signal, so it may suggest some kind of interference causing stability blips.

Have a read of the following, it has helped others on here suffering occasional interference.

The Sky Stream puck may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...