Sky Stream Freezing Stopping and Restarting

[Bill77]

My Sky Stream is continuously pausing with a short screen freeze, then moves on to a black screen with the timeline bar and then goes back to normal. This is getting worse and happens many times in a day

[Tommy2]

have you tried performing a hard reset of the puck ? also what is the internet like ? 

[Bill77]

I've been through every possible check offered both via sky chat and the sky forum. My fibre broadband speed is 90 plus mbps, the puck is hardwired, wi fi is switched off, I've reset the puck several times, powered the router on and off, the software is up to date and the puck is on a wooden shelf a few inches from the TV

[Tommy2]

thank you, in that case I would recommend contacting Sky custoemr service as you may need a replacment if youve tried all the obvious. Sky are also able to do some stuff on their end too I beleive.

[MillerBloggs]

I've literally just got sky stream set up yesterday, only made the switch trying to save money as I've been paying £169! Just can't do it anymore and been with sky over 15yrs! 
Was a nightmare trying to get a new deal, offered a price by 2 advisors and then got told I couldn't and ended up paying £25 more plus buying another £40 puck! 

im on sky signature, whole home, hd with 150mps (upgrading to 900 on the 16th) 

this afternoon we've not been able to watch one live stream show on any channel without it pausing, freezing (then freezing pictures and still talking) then skips, says waiting to download, then unable to view programme and black stream! 
this is what happens when you try and save money! I've done all the tricks as suggested too and no joy! If this is how it's going to be i will have no option but to leave sky alrogether. Really disappointed too.

[Hunter2660]

Have you looked at Now, that is app based (Whole Home isn't needed to watch in another room if you have a Smart TV, Firestick, Roku etc). There's some good deals available at the moment (I've got Entertainment with HBO Max, Boost, Cinema and Sport for £32 per month), plus no need to ring Sky to haggle or cancel at the end of the term, (you're usually offered a deal online if you decide to quit).

At the end of the day there's no need to quit Sky when there's other avenues available, if you can do without Sky's OS.

[Bill77]

I contacted Sky support via WhatsApp and after going through the usual reset procedures, they took me through a master reset process, as below. My system now appears stable. I think the procedure has to be done whilst in contact with Sky, as you can see they "need to perform some actions on our end".  So far so good for me. The procedure might be worth a try without contacting Sky.

I appreciate that you've already completed a few troubleshooting steps, but I kindly ask you to follow the steps below, as we also need to perform some actions on our end.

Please follow the below steps to fully reset your streaming Puck.

1 Turn your sky Stream puck upside down
2. Unplug the power cable.
3. Plug it back in.
4. Hold your finger on the standby button.
5. Keep it held down for at least 30 seconds.
6. The White light will Flash.
7. When its finished flashing & the light is steady let go your finger.
8. Allow up to 2 minutes to fully reboot & Reload that's it
9. Follow the Instruction on TV.