Whole home 2nd puck freezing

[Walga]

We've just installed a new Samsung Frame TV in the lounge so the old one has gone upstairs with the original Sky puck.

We've had an additional puck through wholehome sat new in box for a while which we've now set up on the new TV. It keeps freezing in picture or losing sound or going black completely. 

Tried resets, unplugging at wall and completely. 

I plugged in the original puck from upstairs on the new TV and have had no issues. 

(We have Sky Gigafast 600 down 100 up guarantee) 

[mikealanr]

Hi @Walga 

Swapping them over would be the test to see if it is location / environment. But as you have done this the only other thing to check is are they running the same software version? I.e. has the one sat in a box updated?

Failing that you will need to report it tonsky and get it swapped out.

MikeAlanR

[lettice]

@Walga 

As above, not looking like a location based network or interference issue.

Would be with working with Sky further on this.

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

[N_chill]

Thanks for escalating this. We’ve sent an invite to chat.

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