Watching Netflix on Sky stream and have PUK, screen goes black for a couple of seconds

[Deirdrem]

I am a new sky customer , not even a full week with them yet and already I'm extremely frustrated. There are times when watching a programme and there will be the tiniest of glitch and then all dialogue is out of sync. When watching Netflix , screen goes black for a couple of seconds and this can happen alot during one episode. Sometimes the dialogue can be out of sync as well.

For Netflix, i have gone in my profile-gone to help and checked connectivity. It was over 80MBS. I have gone to system management, restarted device, refreshed apps but it's still an ongoing issue. I shouldn't have to do this with a new PUK.😠My previous provider may have been more expensive but not once did i have any issues as described. I won't tolerate this for 12 mths.

[Angel_Aka]

@Deirdrem 

Sky Stream pucks (not PUKs) require as stable a connection as possible in order to function reliably. Your broadband may be getting intermittent interference from other electrical devices in your home or from neighbours. 

If possible, try connecting to your router via ethernet cable and turn WiFi off in the network settings on the puck. If this is not possible then try and make sure your puck is as out in the open as possible without anything nearby. 

SkyOS is different to other providers in that all the apps and most of the operating system itself runs from a server, not from the puck itself, so your broadband connection is even more crucial. 

[Deirdrem]

Hi,

I did as you suggested and again while watching Netflix, screen went dark ...not as often and dialogue went out of sync again. I refreshed apps, reset devices, moved the puk so if this continues do I ask sky for a new PUK?. It shouldn't be so temperamental . 

thanks again

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[LJB-C · Accepted solution]

Thanks @lettice escalating this. We’ve sent @Deirdrem an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Deirdrem]

Morning,

what advice to you have?

[TimmyBGood]

@Deirdrem 

You need to respond to the private chat bubble request.

Incidentally to avoid confusion, Stream hardware is a 'puck'

'PUK' is a Personal Unblocking Key used by cellular telephones.

[Deirdrem]

Hi Timmy,

stupid question, where/what does private chat bubble look like?

[Angel_Aka]

---

@Deirdrem wrote:

Hi Timmy,

stupid question, where/what does private chat bubble look like?

---

Info about these chat bubbles can be found here:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014 

[Deirdrem]

Thanks guys for advice and patience!