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Discussion topic: Sky puck issue

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Avatar for LindaF14
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This message was authored by: LindaF14

Message posted on ‎22 Feb 2026 02:38 PM

Sky puck issue

When watching programmes on playlist picture keeps freezing or going black about halfway through. Happens evrytime I watch a programme on playlist..also have to reboot at least 3 times a day..not happy
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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr

Message posted on ‎22 Feb 2026 08:56 PM

Re: Sky puck issue

Posted by a Superuser, not a Sky employee. Find out more

Hi @LindaF14 

 

It's likely connectivity issue. What speed is your broadband? Is your puck getting the minimum speeds? Sky say you need 25Mbps for HD, 30Mbps for UHD and 35Mbps if more than one sky device.

 

You can check the speed your puck is getting in Netflix (Profile pic > get help > connectivity check). Also check the position of the puck and make sure it's not enclosed etc.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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