Sky Puck constantly freezing

[JordanWillson]

Hi everyone!

I recently purchased a Sky broadband and TV package, have been trying to use the Puck for the past 2 days but cannot watch TV continuously without it freezing and restarting. 

It is plugged into the router via Ethernet, up to date, on top of an open space TV unit, the Netflix network test is coming back over 66mbps yet I still cannot watch TV or use apps without the whole

thing freezing. 

I have also attempted the full reset of the puck, with app refresh multiple times and now have nothing left to try. All other devices on the WiFi are running perfectly fine. The WiFi is turned off on the puck due to being plugged directly into the router. 

Does anyone have any further advice? Thank you very much!! 

[lettice · Accepted solution]

From your speed, your Puck should work ok.

Can you try the following.

In settings, switch the Network wifi option back on and off, then do a settings restart.

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.

We have noted before that some of the settings options like this only take fully and are set only after a Settings restart is actioned after the option change.

Other things to consider.

Is your ethernet cable connected direct to your router or through an unmanaged switch.

Sometimes a switch can cause ethernet dropouts.

Other than that, make sure the ethernet cable is connected securely both ends or try another ethernet cable.

[JordanWillson]

Brilliant thank you so much, I will follow these steps and give them a try and update you. 

thank you for such a fast response! 

[JordanWillson]

I have had the Ethernet cable unplugged since yesterday afternoon and no issues at all, possibly the cable or the puck just prefers WIFI connection, who knows..... but so far so good!! 

[JordanWillson]

Lettice!

Turns out a faulty Puck, spoke with Sky on Sunday, they loved that the community was used first. 

Replacement puck sent out first thing and already received this morning, plugged in and no issues! 

Thank you for all your help with this as all options you gave me were the same as on the phone to Sky, so a huge headstart with them when called!