Sky Puck constantly freezing

[Fiona_S]

I have had the Sky Puck for less than a month. 

When I am navigating the Home screen it constantly freezes and has to be restarted! Last night it was 5 times before I finally gave up. Does anyone know why this would be happening. I don't have internet issues with anything else, so I think it must be the puck itself. 

Once I have managed to get into Netflix or another app, it works fine. It is just on the Home screen when trying to scroll down to find something. 

[Fothergill1]

Hi @Fiona_S and welcome to the forum.  Remember if you decide to change your mind you can cancel your Stream contract within the first 31 days.  I only mention this in case the following suggestion shows that your WiFi is insufficient for Sky Stream.

One of the main reasons for freezing is the quality and speed of the WiFi 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 speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These figures assume you don't have other devices using the Wi-Fi bandwidth. From your post it would appear as though (like everyone else) you also have other devices running on WiFi at the same timem as Stream.

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical then you could consider Powerline Adapters which are about £40 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[Fiona_S]

Hi, thanks for your response.

I tried the test on Netflix you suggested (after having to restart the puck twice in order to be able to get on to any apps!). It said the speed is 103MBPS, so surely it's not this issue. I had the internet updated when I moved in, about the same time as getting the puck.

Could it be an issue with the puck itself? And how do I contact anyone from Sky to discuss this?? It seems impossible to speak to an actual Sky employee!

[Fothergill1]

@Fiona_S  That speed should be more than enough, I am currently connected via Ethernet and get between 80-85mbps with no issues.  Is it possible for you to try an Ethernet connection as this tends to give a more stable connection.

To call Sky it they are your mobile provider you can phone them by  dialling 150.  If not unfortunately you will have to follow the relevant help flows on THIS link and when you get to the end it will hopefully give you an 0333 number to call.  TBH it's a very frustrating experience.

[Fred-SN25]

New user today, same frozen main menu.  Also getting bright grey snow with no reaction from remote except power off.  DID I MAKE THE RIGHT CHOICE GOING WITH SKY???