Puck won’t connect and keeps freezing

[Plawson]

Sky puck freezing all night & now, blue screen. I got puck two weeks ago and havent had a single day where it hasnt frozen or lost connection.

Is this the same for anyone else? 

[Fothergill1]

Hi @Plawson and welcome to the forum.

No that is certainly not how streaming is supposed to work.  One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the puck (& Glass TV) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

[Plawson]

Hi @Fothergill1  thanks for this!

i have plugged in using an ethernet and also tried using boosters and still experiencing the same issue.

infact, despite the TP having all green lights and no other devices using wifi with full signal elsewhere, no programmes will load.

Have now raised two complaints with sky and zero response! So frustrating.

I appreciate your feedback as I have tried as suggested, so at least I know it's not my connection

[Fothergill1]

Hi again @Plawson sorry to hear that suggestion didn't help.

Are you making a formal complaint on the complaint form as they usually respond fairly quickly in order to comply with the code of practice (see link below).

The following links might help:

How to make a complaint

Complaint form (initially it will direct you to your MySky account to sign in)

Complaints code of practice

Good luck