Screen goes blank

[graaahm]

Sky puck receives signal and I choose a programme. After a few minutes the screen goes blank, as if no signal. Looks like tv has turned off, it hasn't.

[mikealanr]

Hi @graaahm 

Usually this points to poor WiFi / connection. Can you test your speed via Netflix (Profile Pic > get help > connection check). 

Sky say you need 25Mbps for HD and 30Mbps for UHD. You may get more stability using an ethernet cable or home plugs. However remember to turn WiFi off in puck settings or it will still try and default to WiFi.

MikeAlanR

[graaahm]

WiFi speeds are sitting at roughly 450mbps, so really not sure that is the issue. 

I can see how it would be with low speeds though. 

[ChrisBarnes1981]

Read all the recent forum posts all saying the same thing.  Too much of a coincidence!  I'm pretty confident there is something going on wth sky at the minute.  Mines doing exactly the same at the minute btw and I'm hard wired with perfect internet connection speeds.

[graaahm]

If the screen doesn't go blank it will freeze and then tell me there is a technical issue. 

Bored of Sky being utterly useless to be honest  

[ChrisBarnes1981]

Yep mine was doing that all last week then it all went away thought it was my internet provider they took a look ag it and it stopped but it's all starting again this week.   Like I say too much of a coincidence for everyone to be having the same issues.  I've even had a new box sent out in the last week and that hasn't resolved it either, so not  down to old hardware.  Who is your internet provider out of interest?

[graaahm]

With utility warehouse, they use talk talk. 

Internet is fantastic. Best ever had for everything other than sky!

[ChrisBarnes1981]

I'm youfibre and same, internet is perfect unless on sky stream  

[graaahm]

Hey, sky keep telling me the same. However, my WiFi speed is over 500mbps and none of my other devices ever have any issues. 

[lettice]

As mentioned above.

You may have a good broadband speed direct to your house and router, but some devices like Sky Glass/Stream  require a  string and reliable local network supply via wifi or ethernet, that can be affected in a busy household.

Would be good as below, you can both run the Netflix test.

Have a read of this, that often helps others.

Best way to test is via a network speed test on each of your Pucks.
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 handful of times, over say a half hour period during tests.
What is your speed for each puck?

It also maybe 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, smart meter in home displays, microwaves and the like.
You should be 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 to OFF.

[ChrisBarnes1981]

I'm fed up of seeing the same responses, check your WiFi, check your broadband speed.  That is the first thing that has been checked and most people have confirmed that too.  I have also ran ping tests between the router and my laptop using the cable used for my sky Ethernet I have also ran WiFi ping tests.   Zero issues zero line drops perfect latency.  The issue is with the sky boxes or the sky system plain and simple and as I have already stated it is too much a coincidence that all these sudden reports have popped up with the exact same issues.  Sky haven't a clue what they are doing and they don't know how to fix their problems!

for the record, box feeezes and sudden box lock ups aren't caused by poor WiFi or internet speed it is hardware or software that causes that.  Sky have already acknowledged to me in the phone they have had multiple calls with the same issues but still here we are without a fix, oh and still paying for the shoddy service too! 

[Hunter2660]

There have been issues with cheap routers supplied with some isp's in the past. I'm not saying this is the case here, but obviously there are a lot of issues that are difficult to pin down. In my case I've had Stream/Glass for 18 months with little to no problems. The only thing I can suggest, if you're unhappy, is to take a look at Now for the Sky channels. If you add an Apple TV box with the TV Launcher app then all the PSB and Now channels are contained in a nice 7 day programme guide. Amazon's Firestick does the same, but I'm not sure they add the Now channels. Yes it will be slower as both take you direct to the various streams via the broadcaster's apps, but it's certainly a viable option.