Sky Puck Freezing

[Leslie2309]

Had a nightmare with the Puck last night, as every programme kept freezing, then restarting and then freezing again. If I changed the "channel" and then went back it worked for a while. Started happening again tonight on all programmes, not only live sport. Puck is connected via Ethernet - have checked all other details and all seem OK. Have now switched off and restarted to see how it goes. Any other suggestions?

[Fothergill1 · Accepted solution]

@Leslie2309 As you are connected by Ethernet check that you have turned off WiFi in your settings (Settings / Network / Advance settings).  If it is turned off it sounds as though your network might be  struggling.  

One of the main reasons for freezing is the quality and speed of the network signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speed recommended for HD is 25mbps and 30mbps for UHD (add 5mbps to each if you have an additional puck).

[Leslie2309]

@Fothergill1 Thanks for your reply.  I turned the wi-fi off when I connected the Ethernet cable. Have checked the speeds and seems OK.  Switching Puck off and waiting for a while before restarting seems to have solved the problem - for the time being anyway

[Fothergill1]

@Leslie2309 Good news that you have it running OK for the time being.  I have got into the habit with my Glass TV of switching it off at the plug once or twice a week when I go out.  I find this removes the minor glitches before they develop into anything more serious.  Yes, it is just rebooting but it is being done at my convenience and not when it goes wrong.

Another thing to be aware of is if you make too many commands too quickly with the remote it can cause the TV/Puck to get confused and freeze up which wouldn't happen if you were watching a recording.

[Hicksy1]

Sticking like mad last night about 9pm ish its not the internet its sky's issue which I believe they are aware of as so many people have the same issue every time it happens.

[Hicksy1]

A new issue now when watching the open golf it resets to the home view nothing to do with the internet software issue 

[Fothergill1]

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@Hicksy1 wrote:

A new issue now when watching the open golf it resets to the home view nothing to do with the internet software issue 

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@Hicksy1 

It sounds like a software glitch so you could try rebooting your system.  Turn off at the plug socket and wait for a minute before switching it on again.  It will take about a minute to reboot.

So far 🤞 I have not had any problem with the Open Championship (just wish the rain would stop to allow the Ashes to continue).

[Hicksy1]

Thanks fothergill1 rebooted and ok so far

pitch inspection at 2 pm come on England 

[Fothergill1]

@Hicksy1 I'm glad it worked for you.  What a weekend of sport, Ashes, Open, F1 and penultimate stage of the Tour de France.  It's my wife's nightmare weekend 🤣 so some will be watched on highlights later tonight when she goes to bed.

[helen2509]

I find it happens more when watching "live" events.

Disappointed that you have to use a Netflix tool to correct, and even then it's only temporary.

Come on Sky, we spend a lot of money on your equipment, why are we still getting problems?

And we do we still have to pay for a service we can't access (i.e when it's off)?

[MarkGoldsmith]

@helen2509 The Netflix tool doesn't correct anything it's used as a diagnostic tool to check the download speed the puck/glass is getting.

there are numerous things that will affect the WiFi strength the glass/stream get including the proximity to the router or other electrical devcies which can cause interference with the strength of the WiFi.

also this streaming connectivity estfor live channels requires a strong and fairly consistent internet connection, which can be affected if you have other devices in the household streaming and utilising the bandwidth. Most of the content provided on the devices are picked up online with only a small amount of data being locally cached and saved on the devices, that's why it's crucial for the consistent internet connection.

[Bleach83]

Having the same issue as your all. Seems to happen when watching live sport. Constant freezing. Constant turning on and off of the puck. Works for a bit fine, then back to freezing again. Driving me mad!  Our internet runs at almost 400mbps, so no issue there. Router in same room and about 3 metres away from puck. Considering ethernet connection. Anyone had success from this? 

[MarkGoldsmith]

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@Bleach83 wrote:

Having the same issue as your all. Seems to happen when watching live sport. Constant freezing. Constant turning on and off of the puck. Works for a bit fine, then back to freezing again. Driving me mad!  Our internet runs at almost 400mbps, so no issue there. Router in same room and about 3 metres away from puck. Considering ethernet connection. Anyone had success from this? 

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@Bleach83 who is your ISP?

[Bleach83]

It's Virgin Media.

[MarkGoldsmith]

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@Bleach83 wrote:

It's Virgin Media.

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Try an ethernet cable, as it could be the stability of the Wifi signal that is the issue.

When using ethernet ensure you disable the Wifi in the puck's network connection ( otherwise it will switch back over to Wifi and not use the wired connection).