Sky freezing

[d225430y]

Got a new upgrade and got new box but when watching on playlist it's keeps freezing and turning off the box completely. We've contacted sky about this but they say reboot you wifi reboot your streaming device. We have done everything that is online and what sky has told us but still no joy we've even tried to ring sky but no luck as they just fob us off I think I new box is need but is there anything else I can do ???

[lettice]

Sounds like you may be having some local network issues with your puck.

Having a good local network is a key factor for having a reliable experience with Sky Stream or it can suffer from some local interference.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference, often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
If you can keep the puck in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.