topic Re: Puck freezes then turns off. in Archive

Puck freezes then turns off.

DENCAV — Fri, 28 Jan 2022 19:33:33 GMT

Help, Had the 55" glass in my lounge since December. The puck which is used in our bedroom is shocking. Almost every time its used it freezes, screen goes black then turn itself off. It also has a mind of its own when turning it on, we usually have to unplug the power cable and plug it back in again to get it going. When we first had it we thought it might be teething issues but it hasn't resolved itself and is actually getting worse. (Our broadband usually runs at around 220mbps so its not that)

Re: Puck freezes then turns off.

Lisa-P1987 — Sun, 30 Jan 2022 11:28:57 GMT

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you.

Re: Puck freezes then turns off.

Greenfingers001 — Tue, 01 Feb 2022 12:02:57 GMT

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

Re: Puck freezes then turns off.

DENCAV — Tue, 01 Feb 2022 13:10:00 GMT

Greenfingers I still need help from sky as I haven't had any yet. I've had no emails or chat bubbles...... still got an awful puck though and a sky glass that has to be unplugged at least once a day.

Re: Puck freezes then turns off.

Jayboy1990 — Tue, 01 Feb 2022 15:03:00 GMT

@DENCAV I have escalted this again, if you are using safari on apple device this may be preventing the bubble appearing so i would reccomend trying different browsers.

This link explains how the process works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you haven't received an invite within 48 hours please come back to this post and update us, and it can be escalated again.

Re: Puck freezes then turns off.

Mr+Flibbles+86 — Wed, 02 Feb 2022 10:53:13 GMT

Thank you for escalating this. We have now sent an invite to chat