Sky Sports UHD picture keeps stuttering

[Scottish-UK]

I'm affected as well.

sky stream wired to Ethernet to sky router on a 73mbps internet connection.

sonos beam with LG Oled TV. 
Was terrible watching Man Utd v Everton tonight.

i also noticed that the on screen display would turn on by itself every 15 mins or so as if I touched the remote.

i suspect it's a backend issue as it used to be ok. 

[Flukes-Man]

Been having exactly the same problem with juddering/stuttering and freezing, it's been happening for ages on and off, sometimes you can watch the f1 and the football no problems, other times they're borderline unwatchable, I know it's not an internet issue as I've wired it straight to the router with an Ethernet cable, it's receiving 89-90mbps according to the Netflix test and is on a fibre optic 2.5gbps broadband. One thing I have noticed is the pick does get quite warm so I'm not sure if it overheats and the chip just has a bit of a tantrum😂

[pingloss]

I know it's a futile request since this a community forum with no direct line to any technical support team but what's the chances of this being acknowledged or at least an update to say the reports are being investigated?

[Ashlar]

I have the same problem.  Seems to be worse if I have been watching content via an app, such a YouTube, Prime, iPlayer etc, prior to watching live Sky Sport in UHD.  A restart of the puck usually resolves it.

[Fitzgerald2025]

Getting the same issue when watching UHD sports. Especially the sky sports games. The TNT ultimate is better but can still see this stuttering a little bit. 

[Varkanoid]

Similiar setup to yours Sonos Arc with LG OLED TV and I get stuttering on UHD Football. Never used to get it on BT UHD Footy.

Ethernet to the Puck and on the 500MBps package.

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for bringing your experience to the Community and making us aware of this problem.

We apologise for the inconvenience, and thank you for your patience. Our support teams are investigating with priority, and as soon as we have more information, we will let everyone know.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[Headbanger74]

Just to say I'm in the same position as other posters on this thread.

 Connected via Ethernet, no other internet issues, and sound set to pass through.

UHD Sport, football in particular, has been near unwatchable the last couple of weeks.

[Harbour+Wolf]

Why is this showing as 'answered'?   Had the same issue with a 1Gb connection wired or not.  Don't get it at all on glass, do get it on pucks, UHD sport only.   Have tried so many things.  If I reboot the puck just before a game I can get to half time without juddering if I'm lucky.   When I've called it in I've been told it's my WiFi/ network.   Half tempted to move to Sky Broadband just to make it Skys issue.   

[RhYnoECfnW1]

Yeah it's definitely NOT a connection speed issue. It's only on pucks and only on UHD sport. It's like the puck can't handle a 4k stream without struggling with it.

[tvboy55]

Just tuned  to  sky f1 uhd for todays race and -- black screen  but sound. had to reboot to get a picture this is another ongoing issue ... !! Happens on all my pucks and tvs 

[MyJaybee71]

Appreciate you picking this up. It does look like a general puck issue with 4K UHD.

Are you in a position to confirm, suggest remediation or advise otherwise?? 

This is an additional paid subscription feature, so expect a swift resolution.

Thanks 

[GD1]

@tvboy55  Had Black Screen on F1 UHD for approx 15 seconds when changing to that channel, didn't need to reboot puck though, connected via ethernet.

[tvboy55]

Maybe  I am to impatient but it's definitely longer than 15 secs , frustrating when you can hear it . 

[Dazzasky]

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@Harbour+Wolf wrote:

Why is this showing as 'answered'?   Had the same issue with a 1Gb connection wired or not.  Don't get it at all on glass, do get it on pucks, UHD sport only.   Have tried so many things.  If I reboot the puck just before a game I can get to half time without juddering if I'm lucky.   When I've called it in I've been told it's my WiFi/ network.   Half tempted to move to Sky Broadband just to make it Skys issue.   

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If you read the "answer" then it will answer you question @Harbour+Wolf