White screen , frozen screen and loss of sound

[Jules-44]

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

[mikealanr]

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

[Jules-44]

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

[Steven19822]

Hello

im having the same issues with a similar speed. What did Sky say to you? 

thanks