Puck reset did not fix the problems

[Insert]

The puck is new and it includes the problems of live tv freezing on a blue screen at random, streaming apps freezing on ads and the paused tv shows jumping at random. I've previously contacted Sky support about this and they got me to do a full puck reset, but the problem hasn't been resolved. It's not connected to connection quality.

[mikealanr]

hi @Insert 

You are not talking to Sky. This is a customer helps customer community. You say its not quality but what checks have you run to verify this (e.g netflix connectivity check etc). Who is your isp? What speeds do you get? etc.

The symptoms could be related to poor connectivity. Please provide more information and the community will do its best to assist or re-engage sky for further troubleshooting.

MikeAlanR

[peter-marlow+1966]

Welcome to the forum 

To find out  what speed  the puck is getting open Netflix go to help open  that  and  go to  check  my  network  and  run  that . Please  remember  that sky recommend a minimum  of  25mps  for  hd  channels  and  35mps  for  uhd channels  but the more devices that you have connected to the Internet the weaker the signal is to each one. And an ethernet cable is more stable than WiFi 

[Insert]

I spoke to Sky support a few days ago and they just got me to do a full reset of the puck claiming that it would fix the problem. It didn't. The ISP is Sky via Openreach. Netflix on the puck has at least 100 Mbps. It's a WiFi connection. The other things on the WiFi are a phone, tablet, watch, echo device, doorbell and chime all mostly acting passively. The Sky Max app also thinks the connection to the puck is good. The problems seem to be entirely random and not connected to the WiFi speed of the puck because even if it's just the puck on the WiFi it might happen and yet at very low speeds it might not. It also doesn't seem to be connected to if the channel is hd or uhd for the same reason.

[Insert]

I spoke to Sky support a few days ago and they just got me to do a full reset of the puck claiming that it would fix the problem. It didn't. The ISP is Sky via Openreach. Netflix on the puck has at least 100 Mbps. It's a WiFi connection. The other things on the WiFi are a phone, tablet, watch, echo device, doorbell and chime all mostly acting passively. The Sky Max app also thinks the connection to the puck is good. The problems seem to be entirely random and not connected to the WiFi speed of the puck because even if it's just the puck on the WiFi it might happen and yet at very low speeds it might not. It also doesn't seem to be connected to if the channel is hd or uhd for the same reason.