Puck keeps freezing and crashing

[AndyP16]

brand new puck keeps freezing and crashing when scrolling on home page. Tried factory reset and other recommended things. How do I get a new puck sent?

[ChrisBarnes1981]

Mine is doing the same just randomly freezes and also mid stream sometimes.  I've had all sorts of issues lately.  Did you get this sorted?

[lettice]

@AndyP16 

@ChrisBarnes1981 

See both say you've tried some things.

Some useful pointers to work through and please let us know your speeds with the test below;

Firstly, it's not recommended to do a factory reset, unless Sky have requested or you are on a call/chat with Sky. A factory reset can often cause account issues going forwards, that only Sky can sort out.

The best option if you encounter an occasional blip, is a settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Having a good local network broadband reach is key to Sky Stream.

Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it 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.

[ChrisBarnes1981]

@lettice been through ALL of that multiple times.  Fact of the matter is the sky equipment is flaky and not up to the job and sky keep limping it along with new updates that partially fix or break it.  

im wired Ethernet 1k download speed, 86 on Netflix network test.  Box is cool to touch and not any different in storage to how it has been for the last 2 years without any significant issues apart from the usual sky annoyances!