Screen Freezing constantly

[Lyndon64]

I have had Sky for approximately a month now,& when we are watching the tv,it freezes & the picture sometimes goes off,and I get " please wait while your programme loads ".we have bought boosters but it seems to make no difference.We changed to sky cos Virginia's too expensive,now this freezing keeps going on & I'm just about tearing my hair out.What should I do to sort this

[GD1]

@Lyndon64  Hown is the puck connected to your hub?  How fast is the speed of your broadband line?

Have you tried the speedtest within the netflix app as this will tell you the speed the puck is getting.

Anything less than 20mbps for HD & 30mbps for UHD will cpouse such issues.

[MarkGoldsmith]

To perform the speed test from the puck in Netflix, open Netflix go to Get Help then Check Your Network and it will run a speed diagnostic.

it probably worth running a speed test on a mobile device that is connected to your network as well to compare the difference and see if the puck is getting the same speed.

If your broadband speed to the property is decent enough and you are connected via WiFi It would suggest  it's the instability of the WiFi network that is causing the issue. You should try connecting via Ethernet cable instead, disabling WiFi in the puck's network settings and then rebooting the puck by unplugging it for a couple of minutes. Th