Discussion topic: White screen , frozen screen and loss of sound

This message was authored by: Jules-44 · ‎02 Dec 2025

I've a come back to sky and went for the puck as the sky q is being phased out. Im constantly having the screen freeze, go white and losing sound. On live TV aswell as playback. I check my connection and it says I have excellent WiFi connection. Its getting very frustrating that I can't watch a programme without an issue and I can't find how to contact sky. The app asks loads of questions then says it must be my broadband but it's not

This message was authored by: mikealanr · ‎02 Dec 2025

Hi @Jules-44

WiFi is only part of the equation. What speed is your broadband and what speed is your puck getting? You can check this by opening netflix > go to profile pic > get help > connectivity check.

Sky say you need 25Mbps for HD and 30Mbps for UHD. If your puck is meeting these minimum requirements, I would recommend connecting sky for further troubleshooting as we are fellow customers here on the community.

MikeAlanR

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55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.

This message was authored by: Jules-44 · ‎02 Dec 2025

Thank you I've checked and it says 475.82 mbps I do have a fast broadband. I'll contact sky tomorrow

Discussion topic: White screen , frozen screen and loss of sound

White screen , frozen screen and loss of sound

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