SKY Stream pick freezes and then shows a black screen

[Alexanderjh1]

FYI tested as 243 mbps from Netflix 

[Alexanderjh1]

Thanks tested at 243 Mbps 

[AndrewF_UK]

Thanks @Alexanderjh1, that's definitely good enough. 

What's your ISP? I don't suppose it's 4th Utility by any chance?

[Alexanderjh1]

EE full fibre as said, streaming netflix or Disco+ no issues but say GBnews the sound is playing but picture frozen

I have it set to 4K also

[AndrewF_UK]

Have you tried a proper reboot?

1. Go to Settings
2. System management
3. Resets & updates
4. Restart device

[Alexanderjh1]

Many times including pulling power out- also swapped 5g and 2.4g networks might be slightly more reliable now i dropped it down to 1080p

Smells to me like a firmware chnage or issue running the higher resolution which wasn't a problem the last 3 months... will see if 1k continues to be more stable 

[AndrewF_UK]

Yeah give that a shot and keep us posted. If not, hopefully someone comes along with another idea or it can be escalated for you. 

[Alexanderjh1]

So far so good but occasionally a part of the screen. Pixilated I'll check other channels.

If it's the resolution setting then it suggests a HW fault on my puck or a software change

[AndrewF_UK]

I would lean towards hardware @Alexanderjh1 because we all get the same firmware and this doesn't seem to be particularly wide spread. 

[Alexanderjh1]

Tha is Andrew seems to still do it on other channels how do I go about getting a replacement puck? If I get the same issue on a new puck I can just send it back?! 

[lettice]

@Alexanderjh1 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Alexanderjh1.

[Breid23]

What was the resolution for this please?

Mine is doing the same. Contacted support via phone and a new puck is being sent out. Is this likely to fix it?

Thanks 

[Songingteddy]

Mine is doing the same thing, excellent internet but all 4 pucks repeatedly keep stopping - I've reset them all about a dozen times now. They can work anything from 2/3 mins to a few hours before going blank and the sky logo coming back until a software error appears. I've had sky pucks at my old address and not one problem. This is really annoying

[HelenET]

I'm having the exact same issue as this on one of my two pucks.  My house is Cat 5 cabled, broadband speed is 250 to 300 Mb.  It won't stay on long enough for me to do anything.  I have reset it at least 20 times doing all of the attempted fixes suggested on these forums.

The fact that one puck works fine, suggests to me that it's definitely a faulty puck.

How can I get a replacement puck?