Puck freezing

[Paperboy61]

Hi, is anyone else having problems with the puck freezing? I am having to unplug the puck almost every day and sometimes two or three times a day. 

[Fothergill1]

@Paperboy61

One 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)

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £30 at Amazon)

[Jason+Golding]

@Fothergill1 says would definitely recommend Ethernet connection or if this isn't possible using power line adapters.  Also consider what is near to your router - sometimes other electrical equipment nearby can cause issues. Lastly do you have any mesh Wi-Fi systems - such as Sonos? These can cause issues too. If all these recommendations don't show any improvement - give Sky a call / the tech team can tell all sorts of things about your WiFi connection and may be able to help 

[Paperboy61]

Thanks both. I don't think the problem is the wifi. I already use the ethernet connection and I get about 700 Mbps. I can never find the right number  for Sky. Which is the best to use?

[Fothergill1 · Accepted solution]

@Paperboy61 We cannot put phone numbers on the forum as the filters block long numbers.

However, click on the link below and select the “need more help” drop down at the very bottom of the page and you will see an 0333 phone number.

https://www.sky.com/help/home#M1014