Sky Stream Puck keeps refreshing

[JeremyF18]

I am a new Sky TV and Broadband customer. I have been having an issue, since day one, where the sky stream puck keeps refreshing. It makes the TV go blank and then the programme resumes. This is happening every 2-5 minutes, which is really frustrating when trying to watch anything (sport, films etc.). This issue is happening on all TV Channels and throughout the apps. I spoke with an engineer who advised I upgraded my broadband to WiFi Max, which I have done this week and the issue is still apparent. I am not very happy as I am now paying more per month after being advised and the issue has not been resolved. Has anyone experienced similar? Please help!

[GD1]

@JeremyF18  Keeps refreshing or buffering?  

It may be due to poor WiFi or slow speeds.  On the puck open the Netflix app, go to Get Help, run connection test, what speed is being reported here.

[JeremyF18]

Hi,

I wouldn't say buffering as it goes blank for about 1-2seconds and comes back up in HD/UHD without being blurry.

I've done the Netflix test and it is coming back as 67.65Mbps, my Sky Broadband in app is showing as 72.6Mbps. Thanks.

[GD1]

@JeremyF18  One option, if possble, is to connect an ethernet cable between thepuck & hub, once done go into the setting menu and reset the network to pick up ethernet connection, once done restart the puck.

This may help with stability.

[JeremyF18]

As I explained to the Sky engineer on the phone, that is not possible due to the distance of the router (phone socket limited) to the TV...! Appreciate your thoughts, but I think Ill have to phone Sky again.

[Jon34]

The picture flickering on and off has nothing to do with WiFi.

When this happens to me I put the puck into standby and back in and it stops.

You could also try a different hdmi lead or try a different port on your TV.

You can also disconnect other hd

[JeremyF18]

Again, thank you for your response. I have been through all of these options. I have done a factory reset, tried different cables and the issue is still happening.

Sky... any luck you can help?

[BenJoBanjo]

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@JeremyF18 wrote:

Again, thank you for your response. I have been through all of these options. I have done a factory reset, tried different cables and the issue is still happening.

Sky... any luck you can help?

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Give them a ring and get the puck swapped. 

[Jporch316]

@JeremyF18 

Try one of the different picture output settings on the puck . It maybe set on auto - try uhd