Sky puck keeps freezing and going blank

[JThirgood]

Recently received a sky stream puck. For the last few days it will intermittently freeze, give a blank screen or display an error: there is a technical fault with this channel.

There is a signal still going to the TV as when I unplug the HDMI cable I get a signal lost message.

The only resolution is to unplug the power from the puck and plug in again. Shows will then play, but it's never long before I experience the same issue.

I've done a factory reset, checked for updates, I'm on the 5Ghz network and have a strong signal... Is there anything else that can be done, or is this likely a hardware issue..?

[martswain]

It's most likely to be a broadband speed and stability issue.

Log in to Netflix and use the connection test there to see what speed you are getting.

Unless the puck has a clear line of sight to your router then the 2.4 GHz channel will provide a better signal through walls and floors.

[JThirgood]

Thanks, yeah saw she Netflix test on a couple of other posts and have run this.

Consistently getting 130Mbps, but I haven't tried switching to the 2.4 GHz network so shall give this a bash and see if it helps. 

[JThirgood]

Connection down to 90-100Mbps on the 2.4Ghz network which should surely still be quick enough, but issues are now even worse...

The puck can't be more than 8m from the router, through one plasterboard & stud wall (not brick). I suspect I'll need to raise this with Sky directly as the service is completely unusable...

[JThirgood · Accepted solution]

For anyone suffering the same issues as me and who stumbles across this question. After a couple of hours troubleshooting with one of sky's agents via chat, there was no improvement... 

Replacement puck was sent and received next day and since setting up I have none of the issues seen with the previous puck so must have been a hardware issue.

[Bluemoon1]

This issue is a joke. Watched Bbc1 then switched to Bbc4. 

Please wait for program to load. 

There is a technical fault.

Unplugged from the mains still happens. 

It's not an answered question if the only option is to get replacement puck.

I see Sky are bringing out OS2 perhaps fix OS 1 first...