Sky streaming Puck keeps freezing

[Annef4]

Just as an update, I eventually contacted Sky. I was told it was because we had other things taking up bandwidth ie in our case 2 mobile phones, Alexa, 2 smart TVs, a digital watch! This was using Sky broadband. I told them if that was the case their produce wasn't fit for purpose. Anyway I ended up paying an extra £8/month for Sky Max and it is much better. Only the very occasional freeze. 

[FreakishKinger]

Yes my sky puck keeps freezing it's so annoying we've gone back to having to pull out the power every couple of weeks like with the original sky. 

[JohnyB78]

Who doesn't have other things connected taking up bandwidth, I'm having thr same issues but every half an hour or so. I've just got it and it's useless 

[Tim1718]

I have posted on this thread earlier, but as an update, I finally called Sky to complain about this freezing, the first thing the agent said "it's your WiFi", I said what's WiFi got to do with it, she went through a load of "guff" about why a poor WiFi connection can cause this issue, I said I don't use WiFi and even if I did my router is about 6 feet from the puck. My internet is 1Gb/s both up and down, latency in games is usually less that 10ms, so how is the puck stalling ?. She didn't have an answer and just kept reiterating it's your WiFi, so obviously she knows nothing about networks, the bottom line is other than cancelling you just have to put up with it, I do believe though is we should have it discounted as it's the worst streaming device on the market. 

I've use an Nvidia Shield in the past and an old one at that, never ever saw it stall, I have a Firestick on the same TV via WiFi and that's also prefect.

[billx]

Hi, my latest issue is picture freezes, sound continues and evenually screen turns to grey, with no audio.

Going to the home screen and back into the stream, results in the same issue.

Very latest issue is when bringing the puck out of standby, I get a blue screen and 'please wait' often for over five minutes.

This is in addition to the broken playlist, which is frozen as August 2025 and does not update as another episode is watched.

Had new puck (I had to pay £50 to get one & prove it was not the puck)
Had new broadband, was on copper but in March 2026 moved to Sky FTTP, which was newly installed in the area.

Router mounted right nect to the OTP and connected to sky router with sky supplied cable.
Puck next to router, connected with sky supplied cable.

Issues are only on content delivered from sky servers, i.e programs streamed form sky1 etc.

Anything watched though the puck but not sky, itvx, netflix, disney etc are all perfect.

So, as everything (other than the router itself) has been changed, issue can only be with Sky.

My guess is that their servers are overloaded and at peak times cannot cope with all the streaming demand.

They are pushing everyone away from satellite and onto stream.

Of course, you call sky & they tell you to reset the puck. So problem goes away & they think it fixed.
Only to repear again later.

Sky rep logged onto my router remotely to see what was connected. Trying to blame excess traffic. 
All that was connected was the computer & phone, both isling, no internet uaseage and the puck.

 

[Tim1718]

Sky from Astra 1989 > sky digital > Sky Hd > Sky Q 😁

Me too and they still treat you like cr*p