Sky puck freezing

[Bayleylak]

Our sky puck has been constantly freezing for the last few days. Making it unable to use. We have had a replacement one issued out and still the same issues. Had the sky guys over to try and resolve it and it seemed to be fixed once they were done but as soon as they left the puck froze yet again. Can't use the remote either as that freezes too. Checked the speed on Netflix, connected via WiFi and also attempted Ethernet with WiFi off - still no luck - when going through trouble shooting using the app I have done everything suggested and still freezes. Just trying to watch game of thrones. But the error message "there is a technical error trying to load this programme" and then frozen again. Live tv seems to be fine for 5 mins or so and the same issue. On our app it states there is an issue with the sky stream puck saying the connection is "poor" but cannot find a fix for this - any ideas please! 

[Angel_Aka]

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@Bayleylak wrote:

Our sky puck has been constantly freezing for the last few days. Making it unable to use. We have had a replacement one issued out and still the same issues. Had the sky guys over to try and resolve it and it seemed to be fixed once they were done but as soon as they left the puck froze yet again. Can't use the remote either as that freezes too. Checked the speed on Netflix, connected via WiFi and also attempted Ethernet with WiFi off - still no luck - when going through trouble shooting using the app I have done everything suggested and still freezes. Just trying to watch game of thrones. But the error message "there is a technical error trying to load this programme" and then frozen again. Live tv seems to be fine for 5 mins or so and the same issue. On our app it states there is an issue with the sky stream puck saying the connection is "poor" but cannot find a fix for this - any ideas please! 

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What speed was reported by Netflix? 

[lettice]

@Bayleylak 

See you have already done some good general testing.

You mention doing the Netflix test on your Sky Puck.

What speed did that show. It may be worth running that a few times over a half hour period.

Sky recommend minimum broadband speed is 25Mbps to be available on your local network for you puck to use.
Or 30Mbps if you add an extra Sky Stream puck or watch in UHD.

You mention Sky engineer, was that a Sky broadband engineer or an engineer dealing with Sky Stream puck issues to your house or remotely?

Have you moved or made any changes recently with your broadband or wifi.

If it was working before, it may mean some wifi interference (even a neighbours wifi causing you issues), so if you have not done, try a broadband router/hub restart.

[Bayleylak]

The speed on Netflix was showing 200mbps + over multiple tests