Sky stream puck

[Adals]

Is anyone else having this issue? When streaming TV live, no matter the channel, the sound will drop out and the screen goes gray. I have tried resetting everything and it fixes it for around 20 minutes, when it all starts again. I have had this since february 2026 and it has happened since then. I have no such issue when using the apps to stream live TV via the Home screen. When using the virtual assistant, it asks me to resolve using steps that are not available in the Settings. I have checked the software is up to date. I have it plugged in the LAN with an ethernet cable, on my router so it isn't a WIFI issue and my download speed is between 400 and 500mg. I have tried to call but the wait times are mental, any help is greatly appreciated, please?

[mikealanr]

Hi @Adals 

When connected via ethernet did you turn WiFi off in the Pucks settings? Unlike every other device with will try ethernet over WiFi they pldont do this and you physically need to disable it in the settings.

When you say download speed, is that also the speed the puck is getting? Have you run a speed test in netflix? And who is the isp. It's not an altnet or smaller isp?

MineAlanR

[Adals]

Hi Mikealanr, thanks for replying. I have turned off the WiFi in the settings - to note, the same issue happened when connected via WiFi also. The Streaming does work but it is intermittent with picture and sound issues, to the point where I have to turn off power to the puck AND TV to resolve. I have run a speed test using Netflix, but it is the TV streaming that is problematic, the apps all seem to work fine. My ISP is Vodafone and I have no issues with any other services accessing broadband.