SKY Stream pick freezes and then shows a black screen

[Hev4]

I activated my Sky Stream yesterday and each time I turn it on after about 10-15 seconds the screen freezes and then restarts, or goes black and stays that way until the mains is disconnected. I have tested the internet speed via the Netflix app, restarted the puck and contacted sky and completed the steps they suggested to rectify the issue. The issue is still persistent and sky have recommended to leave and monitor it for 7 days. Has anyone else had this issue? Did you find a fix? Did it rectify itself in these 7 days? You can't do anything on it so waiting 7 days does seem excessive. 
This is my first time using Sky products so I am disappointed but hopefully this can be rectified. 

[lettice]

Can you do a network speed test on your puck, even though you say you have done so.
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 half an hour.
What is your speed?

Recommended minimum broadband speed to the puck of 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or watch in UHD

Also, try a restart within the,puck settings;

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.

I have have removed your other duplicate posts in another thread.

[Super+Anthony]

I still have it intermittently @Hev4 despite two pucks! It would help if Sky take a bit more ownership and not blame it on our ISP and our WiFi

On a positive note, I think Stream is excellent product, particularly for someone like me who is neurodivergent. 

[Hev4]

@lettice 

Thank you, for the quick response.

The broadband speed recorded is 65 Mbps on the Netflix App. 

I have also restarted the puck as you mentioned. 

Whilst doing the two things above the puck has gone straight to a black screen 3 times and has frozen 2 times. 

[lettice]

Having good local network broadband is key to Sky Stream.

You are from your results within the recommended limit.

Also, we have found, 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, microwaves and the like.
Assume you are 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 is OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Hev4]

@lettice 

The puck is currently sat on a wooden shelf of a tv unit, and the hdmi cable is the one previously used by my virgin box. 

I believe I have changed the WiFi off setting as I am using Ethernet, but currently cannot get to the settings to change the other setting you mentioned before the puck freezes or goes black. 

[lettice]

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@Hev4 wrote:

@lettice 

The puck is currently sat on a wooden shelf of a tv unit, and the hdmi cable is the one previously used by my virgin box. 

I believe I have changed the WiFi off setting as I am using Ethernet, but currently cannot get to the settings to change the other setting you mentioned before the puck freezes or goes black. 

---

Sounds odd it's freezing as regular as that.

Would you like us to escalate yourslef to the Sky Community online messaging team.

They maybe able to hand hold you further and perhaps replace what may seem a faulty puck.

[Hev4]

@lettice 

Thank you for your help, yes I do think that may be the best thing to do 

[lettice]

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

[Greenfingers001]

Thanks for escalating this. We’ve sent @Hev4 an invite to chat.

[Hev4]

@Greenfingers001 

Could this please be escalated again. The replacement remote that was delivered has unfortunately not solved this issue and the puck is still freezing and going black. 

[spannernick1]

It did this it me on Sky Mobile 4G, it does not work properly with the internet on your phone, its teable wiith that, and it works OK on broadband, at first it was shuddering and getting a black screen but once the broadband setled down to its right speed its fine now.

I can upload and download files ok without it interfeing with Sky Stream now.