Sky TV continually freezing whilst watching programmes

[KWilson2]

So I've gone all of the above. Netflix says connection speed is 47.58mbps. Gone back into sky picked a random film on cinema and it goes straight to a blank screen 😔

[Paul5550]

Ask Sky for a replacement puck. That's what worked for me in the end.

[chuckles99]

I've been told that the problem is my Wi-Fi signal. However, I have Apple TV and it works perfectly. I can watch YouTube and Netflix off of Apple TV with no problem but if I tried to do it through my TV connected to the pick and it freezes.

What is also bizarre cause I used to have Sky Glass (Gen1; Gen 2 is awful). It was in the same position as my current TV and puck. Worked perfectly. So the problem is the puck. Now I have to battle Sky customer service

[MarkGoldsmith]

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@chuckles99 wrote:

I've been told that the problem is my Wi-Fi signal. However, I have Apple TV and it works perfectly. I can watch YouTube and Netflix off of Apple TV with no problem but if I tried to do it through my TV connected to the pick and it freezes.

What is also bizarre cause I used to have Sky Glass (Gen1; Gen 2 is awful). It was in the same position as my current TV and puck. Worked perfectly. So the problem is the puck. Now I have to battle Sky customer service

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Is your puck out in the open or do you have it hidden behind the TV or on an enclosed shelf on a TV cabinet etc? Its possible something is interfering with the network connectivity that the puck is getting that wasn't the case when you had the Glass in the same position.

Also you can't compare Apple TV with a Sky puck as they work completely differently. Apple TV like most devices streams directly from the device and can do quite a lot of local buffering, the Sky streaming platform doesn't do the local buffering to the same extent and requires a constant connection to Sky's servers to operate ( as all the apps etc are remote apps). As a result, any small drops in Wi-Fi signal strength or stability will likely cause issues.

[chuckles99]

my puck is in the open. The Netflix test shows good signal strength. Seems we have endless excuses from the Sky and Sky promoters. This doesn't change the fact that the Sky streaming service stinks and the puck is horrible. Too many people experiencing the same thing to have our complaints dismissed.