Sky Puck is very slow & stops working

[KateMartin65]

Over the last week my Sky puck has become very slow. You start it and the Home page takes ages to load, then it wouldn't load programmes or once you've been able to start a programme (even if its a live programme) it stops and goes back to the home screen.  Apps take minutes to load.

I've checked all cables and turned it on and off from the power multple times but it doesn't help.

Any advice? Or do I need a new Puck?

[MarkGoldsmith]

Hi @KateMartin65.

Do you have the puck connected to the internet via Wifi or an ethernet cable? Its possible this issue is being caused by network interference.

[KateMartin65]

It's connect via WiFi I've had it for 8 months and it's been fine until last week.

[MarkGoldsmith]

So a couple of things you can try:

1. Switch the device into standby
2. Unplug it for 30 seconds
3. Plug it back in
4. Leave the device powered on for 30 minutes
5. After 30 minutes put the device back into standby
6. Switch it off at the plug
7. Wait 10 seconds
8. Switch if back on at the plug
9. Press the home button on the remote
10. The device will boot up and you will see the Sky logo on the screen

If that doesn't help then to eliminate this being a Wifi issue, an easy test is to disable the Wifi in the puck's network settings and then connect it via an ethernet cable. Once the Wifi is disabled in the network settings its worth rebooting the puck by unplugging it for a minute to ensure it picks up the setting change. If this resolves the issue then you will at least know the cause is the Wifi network.

Another test to run is to check what download speed the puck is getting. To do this open Netflix on the Stream Puck, go to Get Help -> Check your network and run their diagnostic, that will tell you the download speed the stream puck is getting.