My sky Puck keeps lagging and picture and sound keeps freezing fr

[Chuma]

My pack keeps freezing!

[Padam_Padam]

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@Chuma wrote:

My pack keeps freezing!

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Have you tried rebooting it? Also, make sure your broadband is as fast and stable as possible. Connect via an ethernet cable direct to your router if possible and turn WiFi off - this can help. 

Check the speed that's being received by the puck by opening the Netflix app, navigate to the get help menu and run a network check. 

[Fothergill1]

@Chuma  A reboot might help with this. The sound lag is a known issue that Sky have been working on it for a couple of weeks.  Their advice is to change your audio settings to PCM or Passthrough as a temporary workaround whilst they find a permanent solution 🤞

[Simondon1]

My picture and sound keeps freezing 

[Padam_Padam]

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@Simondon1 wrote:

My picture and sound keeps freezing 

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Have you tried rebooting the puck? Also, make sure your broadband is as fast and stable as possible. Connect via an ethernet cable direct to your router if possible and turn WiFi off - this can help. 

Check the speed that's being received by the puck by opening the Netflix app, navigate to the get help menu and run a network check. 30Mbps+ is recommended. 

[Fothergill1]

@Simondon1. 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 speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[Ebony5]

The picture and sound are not calibrated. There's a big delay between the two

[Deedee36]

@Ebony5  This is a know issue which sky are looking into,a work around is to set the sound output to pcm until a more permanent fix is implemented 

[Narima]

Thank you good tip 👍 

[Spark0]

I've just switched to Sky from Virgin Media, I have a stable connection. Sound works perfectly fine, but the image keeps freezing and isn't live motion, it's like a picture slide show - comments like this are unhelpful because I've never had an issue with the Virgin puck, not once, so to me it's a hardware issue.

[Spark0]

Or firmware? 

[Anonymous]

@Spark0 that definitely sounds like a fault to me. I've escalated this for you, and hopefully a Sky member can help you out a bit. Check this guide for what it means: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Tom-W19]

Thanks for escalating. We've sent an invite to Spark0.