Why does the sky puck freeze soooo often?

[-TerryWarner-]

My sky puck freezes so often. Im now considering canceling my sky conteact. Ive be subscribed to streaming for about a year now. To be honest i expected a quality product from sky. Is three anything I can do to make the puck more reliable?

[mikealanr]

Hi @-TerryWarner- 

I have 2 Glass TVs and 4 Pucks and none of them freeze. The key is fast, stable broadband. You will need to post more information for the community to advise you. Such as who is your ISP?, What broadband speed do you get? What speed does your puck get (check in netflix > profile pic > get help? > Connectivity check).

Also information on where your puck is situated, is it in a TV cabinet? Behind the TV in a media wall etc?

Sky say you need 25Mbps for HD, 30Mbps for UHD and 35Mbps if you have more than one sky streaming device. You have a few options such as repositioning the puck, connection via ethernet or homeplugs (turn WiFi off in puck settings), changing the channel that your WiFi is running on or use a booster if weak signal.

MikeAlanR

[lettice]

@-TerryWarner- 

As @mikealanr  has mentioned having a good local network is a key factor for having a reliable experience with Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household or can suffer from some local interference.

Best way to test is via a network speed test on yourPuck.
Launch Netflix on your puck (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for your puck?

Also, it may be suffering from interference. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;

Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
The puck performs better generally when the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON.
Turn wifi OFF under Network if connected via ethernet.