Sound Issues

[NLouise59]

I signed up with Sky last week and have a Sky Stream Puck. I've noticed that since Thursday (switch on) I've lost sound three times. Is this normal? I keep having to come out of the program and then back in. Not a great start!

[Fothergill1]

Hi @NLouise59 and welcome to the forum.  This is certainly not normal and shouldn't be happening.

As a first step try rebooting your puck in case it is just a software glitch. To do this go to Settings > System Management > Resets & Updates > Restart device.  It takes a couple of minutes to completely reboot and you will have a blank screen for a couple of minutes before the Sky logo appears

The Stream puck requires a fast AND stable WiFi signal so have a look at your speed by going to the Netflix App > Get help > Check your network.  This will give the speed being received at your puck (not your router).  The minimum speeds recommended by Sky are

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume you have nothing else in your home using up bandwidth which there usually is such as laptops, mobiles, tablets etc.

If your speeds are borderline and it is practical to do so try connecting your puck to your router via an Ethernet cable.  Id this is not practical you can purchase powerline adapters on Amazon for about £40.  DOn't waste money on the gigabyte versions as the puck is limited to 100mbps.

Good luck 🤞