Sky Puck keeps looping content

[Jai6]

Hi, 

My sky Puck keeps on repeating what was on screen. A 2 second loop then carries on for several minutes. 

It occurs regardless of the channel and we have restarted the device several times. 

The Internet connection is 60 down and 20 up. So no issues there.

Please can I have some help? 

[GD1]

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@Jai6 wrote:

Hi, 

My sky Puck keeps on repeating what was on screen. A 2 second loop then carries on for several minutes. 

It occurs regardless of the channel and we have restarted the device several times. 

The Internet connection is 60 down and 20 up. So no issues there.

Please can I have some help? 

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Have you tried a power reboot?  Unplug for a minute then plug back in.  I would also check the speed your puck is getting over wifi (presuming you're using wifi?)   Open the netflix app and go to get help, run the speed test.

The stream puck needs 25mbps for HD & 30mbps for UHD, anything less will cause such issues.

[Jai6]

The Netflix app has reported I have 66.90 mbps download speed. 

I have tried a power down as you have advised. 

Same issue 😞

[GD1]

@Jai6  Is this happening on all channels?

[Jai6]

Yes it happens on all channels

[GD1]

@Jai6   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.