Re: puck cuts out

MU18 · ‎02 Sep 2025

The picture keeps cutting out and it would appear the puck cuts out. Firstly it states that all is well with streaming than a messager that there is a problem with the streaming. When we have tried to fix it ther is no m-improvement as the problem woud appear to be intermittent.

MarkGoldsmith · ‎02 Sep 2025

@MU18 wrote:
The picture keeps cutting out and it would appear the puck cuts out. Firstly it states that all is well with streaming than a messager that there is a problem with the streaming. When we have tried to fix it ther is no m-improvement as the problem woud appear to be intermittent.

Do you have the puck connected to the internet via Wifi or ethernet cable?

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MU18 · ‎02 Sep 2025

Thanks for reply! Connected by WIfi. We have 2 pucks and one is Ok but one seems to cut the TV out. When I look at the help section of Sky the streaming section states that both pucks are at that time functioning OK but before long there is a message that there is a problem with streaming and one puck shows a red flag. Cables have been checked and all seems OK there. The online help page was pretty useless!!

BenJoBanjo · ‎02 Sep 2025

@MU18 wrote:
Thanks for reply! Connected by WIfi. We have 2 pucks and one is Ok but one seems to cut the TV out. When I look at the help section of Sky the streaming section states that both pucks are at that time functioning OK but before long there is a message that there is a problem with streaming and one puck shows a red flag. Cables have been checked and all seems OK there. The online help page was pretty useless!!

Have you checked the broadband speed being received by each puck? A fast and stable signal is CRUCIAL for Sky Stream pucks to function.

Check the speed being received by each puck by running a network check on the get help menu within the Netflix app. This tells you the actual speed the puck is receiving, not what your router is sending out and not what a speedtest app on your phone might tell you.