Sky Stream Puck intermittent issues

[CarolDuffy01]

We switched from Virgin Media to Sky in December 2024, subscribing to the Sky Stream service, with the service beginning in January 2025. We also have Sky Ultrafast 1, which will become relevant. Since we joined we have had intermittent problems with our Sky Stream Puck which we never had when we were with Virgin Media.

Firstly, whilst watching the tv, the picture can just dissapear, displaying a message along the lines of your service will continue shortly. Sometimes it doesn't and the box has to be rebooted, which can be very inconvieniant.

Secondly, when going into the Apps, say Disney+, I choose a film/show etc and it won't load. This is despite having, as previously stated Sky Ultrafast 1.

It seems that having Sky Ultrafast 1 makes no difference, as we are having to reboot the puck. We never had these issues with Virgin Media and is starting to make me regret ever giving Sky a chance at all.

All these issues are compoundd by the fact that we are currently paying £19.00, rising to £46 in December for Broadband and Talk and £26.00, rising to £34 in December for Streaming TV.

If anyone at Sky can help with this matter, it would be most appreciated.

[Super+Anthony]

I like many have also had issues like you and we are waiting patiently from Sky to fix the puck and not other parties.

Like you, I got the black screen on channel 922 along with the message last night and other ones

I am on a different ISP to you but having issues so the common factor is the puck itself. I have provided some info to Sky this week with information and they have been helpful said they will be updating me with issues next week. They have been fairly helpful but we need the back room team to do the work @CarolDuffy01 

I will say once again it's a great product and particularly the Home Screen but needs further improvement in my eyes

[Hunter2660]

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@Super+Anthony wrote:

I like many have also had issues like you and we are waiting patiently from Sky to fix the puck and not other parties.

Like you, I got the black screen on channel 922 along with the message last night and other ones

I am on a different ISP to you but having issues so the common factor is the puck itself. I have provided some info to Sky this week with information and they have been helpful said they will be updating me with issues next week. They have been fairly helpful but we need the back room team to do the work @CarolDuffy01 

I will say once again it's a great product and particularly the Home Screen but needs further improvement in my eyes

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Can I ask why you use the low latency channels? Unless it's for a specific purpose use the standard UHD channels. The low latency channels are fine if you have a fast stable broadband, as there is little to no buffering involved. Issues will occur if your broadband (or router) isn't quite up to the job. I know you say your broadband is fine, but humour me, use the standard UHD channels and see if there's a difference.

[Super+Anthony]

Because they are ahead of the other channel. And I also have fast broadband with a different high end provider and am on 1GB. The fault lies with Sky to fix

[Hunter2660]

Yes but did you try it to see if it made a difference. Being 30 seconds behind the low latency channel will not matter unless you need it for a specific purpose.

[Chris114523]

I'm disappointed to read all these messages. Sky should be able to do better!!!

I have the same issues with the black or blue screen, 'waiting for program to load' or ' technical difficulties'. I'm with STARLINK, un obstructed internet at a more that sufficient speed uoad and download as sky stream requires. Issues occur whether connected via WiFi or ethernet. I have a mesh system and have even permanently allocated an IP address to the puck. 

Tried reboot and app refresh but it not helped. 

Sky's idea to have a live streaming service is genius but the service and execution is extremely disappointing.