Stream picture freeze for seconnd - issue ongoing for months

[Billyjo44332211]

Issue ongoing for months been reported  and  engineer  recommended an new puck - but that was refused  so made a complaint as no satifactory conclusion  . Screen still freezing and starting g again after a couple of seconds 

[peter-marlow+1966]

Billyjo44332211

Welcome to the forum 

We are all fellow customers on here like yourself 

Two things can you connect the  puck with an ethernet cable it is more stable than WiFi  also going in to the apps on the home page open Netflix  go to  help and run check your network.this will tell you  what  speed  the  puck is getting. Remember  sky  recommend  that to watch hd channels  you need  a minimum  of 25mps and to watch uhd channels  you need a minimum of 35mps  and also the more devices that you have connected to the Internet the weaker the signal is to each one  and also if you  live in an old house with brick interior walls  this can effect the signal  to your  devices