TV screen goes black intermittently

[Andyot]

I've recently signed up to Sky broadband and Sky Stream. Everything seems to be installed correctly but when I'm watching the TV,  every few minutes the screen goes black for 2-5 seconds. Any suggestions? I'm not very technical so struggling to know what to do.

[mikealanr]

Hi @Andyot 

This usually points to poor connectivity between your puck and your router or poor broadband speeds. Sky say you need 25Mbps for HD and 30Mbps for UHD.

You can run a speed test by opening netflix > select profile icon top left > get help > connection check.

You may have more stability using an ethernet cable, however you will need to turn WiFi off in the settings of the puck. (Settings > network > WiFi)

MikeAlanR

[Andyot]

Thanks for your response - very much appreciated. My speeds look to be good and the puck is already connected to an ethernet cable

[mikealanr]

@Andyot 

Make sure WiFi is switched off on the puck. Unlike other devices it will still try to connect to WiFi with an ethernet cable connected unless you turn off WiFi in settings

MikeAlanR