Sky stream screen goes black randomly

[little_garmy]

Watching the TV with the Sky steam puck and multiple times through the day the picture has gone black with no sound.  As soon as you change the channel the picture comes back.

I've had it switched off at the wall and restarted the broadband but it's still continuing.

[mikealanr]

Hi @little_garmy 

Can you run a speed test in netflix and post the result back here.

(Netflix > profile pic (top right) > get help? > Connectivity check).

It might be worth running it a few times and taking an average.

MikeAlanR

[ewood22]

Following this thread as we're also having the same problem, seems to be worse when watching freeview channels (BBC One etc.). Internet speed is showing as 141.99 Mbps using the Netflix network checker. 

seems to be happening on channels where the signal doesn't seem too strong. 

[Angel_Aka]

---

@ewood22 wrote:

Following this thread as we're also having the same problem, seems to be worse when watching freeview channels (BBC One etc.). Internet speed is showing as 141.99 Mbps using the Netflix network checker. 

seems to be happening on channels where the signal doesn't seem too strong. 

---

There is no signal strength variation between channels.

Everything on Sky Stream comes via your single broadband connection, be it a BBC 1 live channel stream or a movie on Disney+ or a series on Netflix. 

Your broadband speed is more than sufficient for the service for to function but it needs to be as consistent and interference-free as possible. Do you have any other devices using network bandwidth in your home? Is your puck out in the open and not touching or near any other electrical devices? Are you using the HDMI cable that came with the puck to connect it to your TV?

[lettice]

---

@ewood22 wrote:

Following this thread as we're also having the same problem, seems to be worse when watching freeview channels (BBC One etc.). Internet speed is showing as 141.99 Mbps using the Netflix network checker. 

seems to be happening on channels where the signal doesn't seem too strong. 

---

That last paragraph statement has no bearing on Sky Stream or Sky Glass.

You are thinking of a terrestrial or satellite service, where that can be the case.

Your speed you mention at the puck should in theory be ok.

But, more importantly is it keeping that speed contstantly and not hitting any occasional interference hits or dropouts.

Perhaps, at busy household network times, run the puck Network test over a half hour or so period a number of times and see if the test shows any signs of more pronounced speed variations.

Also, it may be suffering from interference. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
It's often good practice if you can to have the puck in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.