Sky Stream puck intermittent sound problem

[MJK4331]

We have three pucks so by swapping around, I have been able to prove that the problem lies with one of the pucks, not with a tv or the mesh-enabled wifi.

Watching tv with the faulty puck, the sound cuts out for a few seconds about every minute. All stations. The puck is connected by wifi to the 250MB  internet and by hdmi to the tv. Download speeds on an iPad held near the puck are not far short of the expected 250MB. 

Is there a reset fix to try ?

If that does not work, how can I contact Sky to ask them to swap the puck (which is not yet two months old) ?

Sky certainly don't make it easy !

With many thanks

[Johndm1957]

You have to phone them

[MJK4331]

Thanks - do you know the number please ?

[Fothergill1 · Accepted solution]

@MJK4331  Try restarting the Glass/puck by going into Settings > System Management > Resets & Updates > Restart device (do not do a factory reset).  It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.

If that doesn't work give Sky a call.  If Sky is your mobile provider you can phone them by  dialling 150.

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.

[Exiled-in-HH]

When measuring the connection speed between the Puck and Sky's servers ... use the Netflix Network check ... not a iPad held near the Puck😉

[MJK4331]

Thank you, the restart has solved matters

[MJK4331]

Thank you "exiled in HH" (where ?)

I did not know that Netflix had that test but I was pleased to find that even with the tv furthest from a mesh node, the Sky puck is getting about 100Mb

[NickDS]

Mine had the same problem, but a reboot did not solve my sound cutting out issue.  Under settings, picture and sound, I changed my setting from Auto to PCM Stereo, which solved my sound issue.

[DeeHop]

Fantastic help, thought I needed to buy a new tv, so I am very happy, thank you so much

[BoroGraham]

Switch to PCM Stereo worked for me too.

[roboftheblues]

It will return, i've tried this method several times

[AlanTB]

I'm on my second puck now. It arrived over the weekend and I have exactly the same problem as with the first: intermittent sound drop-outs, about every 2 minutes, accompanied by the brief appearance of the Dolby Pro symbol in the top right hand corner. This happens on all types of input through Sky, and doesn't happen if I watch Netflix etc through my TV system.

I have fibre broadband which operates typically at about 800-900Mbps. The puck is connected with an 8K HDMI lead, I have restarted the puck, tried passthrough and auto and Dobly Pro sound settings and sprinkled Holy Water on it. Nothing works. The problem is definitely with the Sky stream pucks.

I have run out of ideas....

[BoroGraham]

Have you tried changing the Puck sound output to PCM? It sorted me out immediately.

[AlanTB]

Thanks for the help.
I do this in the Sky Puck sound settings? Or the TV/soundbar settings?

Do I still get Dolby Pro sound?

[AlanTB]

Just had a look. The only PCM option on my puck sound menu is PCM stereo. That's quite a step down when using an Atmos Soundbar?