Screen freezes while changing channels

[Pakim]

We’ve had Sky TV since December 2025 and from the beginning we haven’t been able to use normal channel zapping. When we select a channel it loads, but as soon as we try to go to the next or previous channel, the screen freezes and turns completely black. The box doesn’t react to any buttons on theremote at that point — only the Home button still works.

Because of this, we can’t move through channels at all. The only way to switch is to go back to the TV Guide every time, choose a channel, and then repeat the whole process if we want to change again. It’s really inconvenient.

Does anyone know why this might be happening or how to fix it?

[GD1]

@Pakim  Do you have Sky Stream as you'e posted on the Sky Q board and the issues you've posted don't sound like Sky Q box issue

[Pakim]

Thanks, you're right. I thought it was SkyQ, but seems we have SkyStream. Will upload it there, thanks!

[GD1]

@Pakim  Your post has been moved, you don't need to create a new post on the Stream board, therefore the duplicate post on Sky Stream has been removed.

Using the Stream  puck open netflix, go to Get Help and run connection test, what speed is being reported?