Stream puk delay in changing channels

[JLEEK]

When trying to change channels on Sky using puk streamer, the screen sometimes freezes, last channel sound still on and no reaction to remote -after between 30 seconds and 4 minutes, I get a " please wait" notification then revert to the start up screen. Have to set up tv channels (again) and carry on as normal.

I have tried all the suggested reset actions but I still get the freeze - usually 2 or 3 times per evening.

I suspect that the puk is on the way out but cannot find a method of requesting a replacement

[mikealanr]

Hi @JLEEK 

This sounds like poor connectivity to WiFi. Do you meet the minimum requirement of 30Mbps for UHD and 25Mbps for HD? The only way to request a new puck is call sky. We are fellow customers on the community.

Contact numbers here: https://www.sky.com/help/articles/viewing-help or you can dial 150 from a sky mobile or landline.

MikeAlanR

[JLEEK]

Download speeds exceed 100 Mbs. No other item connected to same wifi is affected.

[BenJoBanjo]

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@JLEEK wrote:

Download speeds exceed 100 Mbs. No other item connected to same wifi is affected.

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Stream pucks differ from most other streaming devices in that they rely entirely on a constant and stable broadband connection to Sky's servers. They are a slave device and most of the functionality comes from the server. 

Have tested the actual speed being received by the puck by running a network check on the Netflix app? 

If you continue to have issues you can ring Sky and request a replacement puck.