buffering black screen

[LauraT40]

my sky streaming puck keeps buffering a black screen when using any of the apps such as Netflix, Prime, Disney it has been happening for months now and nothing seems to fix it. does anyone know how to fix or do I need to succomb to getting sky glass?

[mikealanr]

Hi @LauraT40 

Sky Glass and Stream are basically the same platform so if one isn't working, depending on the reason you may not have joy with the other.

What broadband speed do you have? Sky recommend 25Mbps for HD and 30Mbps for UHD? You can check the speed your getting by opening netflix > go to profile pic (top left) > get help? > Connectivity check.

Also who is your ISP? Is your puck in an enclosed space? Have your tried using ethernet or homeplugs instead of WiFi (you will need to turn WiFi off in puck settings) and have you reported the issue to sky? (We are fellow customers here on the community).

MikeAlanR

[LauraT40]

I have tried all the methods that are on the sky bot helpper thing so was asking for other customers recommendations. I have had my puck for a year or so now and it has been the past 4 months it has been playing up and it really starting to annoy the family and I. I have good WIFI and good connectivity it is just buffering with a black screan when watching prime, netfix, ect through the puck. 

[BillC21]

Same here - although Netflix is are fine for me but You Tube & Prime will not play anything.

I can get onto Prime but as soon as I select a program - just a black screen!  I cannot even 'close' You tube (ie using back button)

I have superfast broadband  & using the netflix connectivity mentioned above, its over 50.

Everything was fine yesterday but today its gone kaput

[mikealanr]

Hi @LauraT40 

Have you reported it to sky? The pucknis leased to you and if there is a chance it could be faulty they should swap it out. However in order to be able to provide assistance you need to provide us information...

MikeAlanR