Sky stream puck freezing

[Dreed90]

Our sky stream puck keeps freezing when trying to navigate through the sky pages/channels. Every time I go to change channel I then have to switch the puck off at the wall plug and leave for 10 minutes before turning back on, but even that hasn't been working recently which is becoming increasingly fristrating. Our internet connection is absolutely fine and the pick is connected to it via an ethernet cable. There is nothing around the puck to cause any interference. Can anyone offer any advice or could we have a faulty pick?

[Jporch316]

Hi @Dreed90 

maybe try with your wifi instead of the ethernet cable. 

what speed is your internet connection ? You can find out by going to Netflix - settings - network test on your puck 

[Dreed90]

It doesn't look my internet is the problem, I have speed of 90 Mbps on WiFi and then 149 Mbps via ethernet cable. It still freezes whether the ethernet is plugged in or not. Also had the sound cut out today whilst I was watching something.

[Jporch316]

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@Dreed90 wrote:

It doesn't look my internet is the problem, I have speed of 90 Mbps on WiFi and then 149 Mbps via ethernet cable. It still freezes whether the ethernet is plugged in or not. Also had the sound cut out today whilst I was watching something.

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@Dreed90 

Make sure you switch off WiFi in the settings then do a restart in system management in settings to save it. Then the Ethernet should work 

[Dreed90]

Tried this and it's still freezing intermittently. Had it cut out whilst we were watching a programme twice this evening, and then have to keep switching off and on again at the mains to get it started again. Very frustrating considering the amount we pay for it every month. I've seen on other forum threads that people have had success with new picks, is it possible for Sky to send a replacement?

[Jporch316]

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@Dreed90 wrote:

Tried this and it's still freezing intermittently. Had it cut out whilst we were watching a programme twice this evening, and then have to keep switching off and on again at the mains to get it started again. Very frustrating considering the amount we pay for it every month. I've seen on other forum threads that people have had success with new picks, is it possible for Sky to send a replacement?

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Yes but you would need to call sky for troubleshooting first.