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Discussion topic: sky puck freeze/disconnection

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This message was authored by: SMALLBADGER

Message posted on ‎13 Jun 2025 01:36 PM

sky puck freeze/disconnection

Lately the puck has been freezing more than ever and now turns off and will not reboot itself, are Sky aware and addressing this service as it is poor and ruins any continual watching of programmes , a step back from older systems in my view.do you agree ?

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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr

Message posted on ‎13 Jun 2025 01:46 PM

Re: sky puck freeze/disconnection

Posted by a Superuser, not a Sky employee. Find out more

Hi @SMALLBADGER 

 

I have 2 glass units and 4 pucks and have no such issues. It is likely poor WiFi or broadband performance affecting you. Have you run a speed test in netflix to confirm that your puck is getting the minimum of 25Mbps for HD and 30Mbps for UHD?

 

Also who is your ISP? Have you tried a wired connection etc? More information on your set up will assist the community in assisting you.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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This message was authored by: Stephen+Mourton

Message posted on ‎13 Jun 2025 02:34 PM

Re: sky puck freeze/disconnection

@SMALLBADGER   No sorry I don't agree.  @mikealanr  advise is good, I had the same problem as you.  My router connected to my puck via wi-fi and I was advised to move it so it had a direct line of sight and ensured neither that or the puck had objects near them and never had a problem since.  I hope that helps.

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