Puck intermittent black screen briefly

[A_Blues_fan]

Hello, we're two weeks into using a new sky puck (first time sky customer) and we've been having issues everyday.

I've tried the solutions given by the virtual assistant but they haven't corrected the fault. I cannot find a phone number to ring to talk to someone about it. I think a replacement may need to be sent out.

It's wired ethernet with netflix speed showing 82.22 Mbps.

The issue is we keep getting an intermittent black screen, then it will be fine, then it happens again shortly afterwards and it detracts from the viewing experience and spoils the shows we're watching. Sometimes it then cause the speech to be out of sync with the picture and we need to exit everything, power off and then restart the show from the beginning and fast forward to where we were which is a pain.

As I'm typing this now it's happening over and over again whilst I'm in the netflix help menu. It happens with live TV. It happens with catch-up shows. It happens with BBC, channel 5, sky arts (all channels we've watched).

I've tried powering off for 30 seconds at the socket. I've tried restarting via the main home screen. I've tried a different hdmi port on the TV and a different hdmi cable.

The problem keeps reoccurring. My son has a puck at his house and says he's never had this problem, so is it just a faulty puck?

We have a smart TV with all the main apps built in and they work fine on it with no issues but we wanted to use the puck for the TV guide and playlist feature which the TV doesn't have.

What phone number can I ring to ask for a replacement? Thanks.

[Al+East+Lothian]

Bit of a long shot here, but this happened to me. Then I rembrred I had a faulty HDMI port on my tv.  I would try a different HDMI port or changing the cable.  If it still persists, at least you've eliminated these things.

[A_Blues_fan · Accepted solution]

Hi, unfortunately I already tried this without success. I thought it was the cable as it was OK for a day after swapping it but yesterday it was doing it again a lot and ruined a few shows.

I found the number to ring, it was 150 from my sky landline. A techie guided me through the hard reset (holding the power button down underneath) and we're going to see how it goes for the next few days. If that solves it, great. If not, they said they'll send a replacement puck out but they wanted to try the hard reset first this which is fair enough.

I still have until the 2nd Jan for my 31 day cooling off period before deciding whether to keep the stream service not. We'll see how things go.

[Al+East+Lothian]

Hi @A_Blues_fan, apologies, I re-read your post, and I see you had already tried what I'd seggested.

I've had Sky Stream for 3 weeks now with no issues. Good luck and hope you get it sorted.