Sky puck problems

[Grouse1]

Hi 

quite frequently our sky puck doesn't fully turn on menus are there but no sound or pictures. We have to reboot several times before we can watch Tv. It's intermittent problem.puck was changed last  month. Also our sound is getting quieter 

any solutions

[mikealanr]

Hi @Grouse1 

What is your broadband speed? Sky stream needs 25Mbps for HD and 30Mbps for UHD. You can check the speed your getting by opening netflix going to the menu and down to get help? And then selecting connection check.

But your symptoms are typical of poor connectivity.

MikeAlanR

[Grouse1]

hi

the connection is via Ethernet and is currently 85mbs or via Wi-Fi it's 287 mbs

more than adequate 

any other ideas are welcome 

[Anonymous]

The SKY IVR advises that there is a known issue, don't spend the afternoon messing around going through self-support advice from others. SKY acknowledges that there is an issue and engineering are looking it.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147