Whenever an advert for a sky product comes on the screen freezes and we have to turn off and on

[Rachel78]

Our sky glass and the puck in the bedroom both have this problem. The adverts for a sky product like Sky mobile will flicker with a green band at the top of the screen and then everything freezes.  But only with sky adverts... very strange.

[Fothergill1]

Hi @Rachel78  and welcome to the forum.  Try rebooting both the Glass and puck by simply unplugging them for a minute or so and then plugging them in again (they will take about a minute to reboot).  If your issue is being caused by a software glitch this might resolve it.

If that doesn't help post back here and we can get your post escalated to the Community Messaging Team.

Good luck.