TV constantly freezing, both sound and picture. 1 day in 4 all is well. I am a pensioner so totall

[Rozz]

Hi. I am a pensioner with no ability to understand 'jargon'. I have a Sky puck. For first 2 weeks all was well. Now picture+sound continually freeze. I follow all the reset steps on Web page up to 8 times per night. Roughly 1 in 4 days it's all OK. On Fibre 2. Speed Roughly 72-75mb according to app on phone. WHEN choosing options for problem solving why is PUCK not listed? I have turned off WiFi in settings. Think I should have stayed with my old provider. Swapped to save £.

Thank you.  Ro.

[Exiled-in-HH]

Did the Sky Puck work better with your old BB provider?

[MarkGoldsmith]

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@Rozz wrote:

Hi. I am a pensioner with no ability to understand 'jargon'. I have a Sky puck. For first 2 weeks all was well. Now picture+sound continually freeze. I follow all the reset steps on Web page up to 8 times per night. Roughly 1 in 4 days it's all OK. On Fibre 2. Speed Roughly 72-75mb according to app on phone. WHEN choosing options for problem solving why is PUCK not listed? I have turned off WiFi in settings. Think I should have stayed with my old provider. Swapped to save £.

Thank you.  Ro.

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Hi @Rozz 

As you have turned off the WiFi in the settings I'm assuming you have connected the puck to your router via an Ethernet cable. Is that correct?

Also when running a speed test it's best to do it from the Sky stream puck itself. This can be done by opening the Netflix app, going to get check and check your network. This will tell you exactly what download speed the stream puck is getting. It's worth running this check when everything is working and also when you start to see issues.

[Rozz]

Hi all and thanks for your responses.  Everything is working now thanks to the wonderful DEANNE, lady on Sky helpline. She patiently talked me through turning Ethernet OFF and WiFi ON. She didn't confuse me with jargon, explained each step clearly and reassured me that all would be well. She even called back the next day to confirm all was well.  Thank you, DEANNE.

[Fothergill1]

Hi @Rozz That's great news.

On the community home page there is a link where, if you want to,  you can send your thanks and the appropriate department/manager will pick it up so your thanks can be conveyed to Deanne.  To save you looking it is at the following link:

https://helpforum.sky.com/t5/Send-Thanks-to-Sky/idb-p/sendthanks