topic Re: Streaming issues glass and puk in Sky Glass

Streaming issues glass and puk

Janet1964 — Tue, 02 Jun 2026 11:28:07 GMT

The puck in the dining room and the sky glass in the lounge. Both TVs are not connecting and just keep saying try again we have broadband use and Wi-Fi use on other items in the house but neither TV will work. I've tried doing everything it says on your system and nothing works can I have a number to phone a technician

Re: Streaming issues glass and puk

Angel_Aka — Tue, 02 Jun 2026 11:39:17 GMT

@Janet1964 wrote:
The puck in the dining room and the sky glass in the lounge. Both TVs are not connecting and just keep saying try again we have broadband use and Wi-Fi use on other items in the house but neither TV will work. I've tried doing everything it says on your system and nothing works can I have a number to phone a technician

Have you checked the broadband speed that each device is actually receiving? To do this, open the Netflix app on the Glass TV and navigate to the get help menu then run a network check. This will tell you the speed the Glass TV is getting. Do the same with the Stream puck. What speed is reported? Try doing the test a few times to see if the speed fluctuates.

Glass and Stream pucks require a stable minimum of 25Mbps each, to have any chance of a reliable streaming experience.

Also, give both devices a full reboot, turn off at the wall for a few minutes then power back on.

Re: Streaming issues glass and puk

Janet1964 — Tue, 02 Jun 2026 11:44:29 GMT

The tv will not connect

Re: Streaming issues glass and puk

lettice — Tue, 02 Jun 2026 12:08:22 GMT

@Janet1964

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Streaming issues glass and puk

lainys — Tue, 02 Jun 2026 12:12:03 GMT

Thanks for escalating this @lettice . We’ve sent @Janet1964 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Streaming issues glass and puk

Janet1964 — Tue, 02 Jun 2026 13:52:19 GMT

Help

Re: Streaming issues glass and puk

Janet1964 — Tue, 02 Jun 2026 13:57:16 GMT

How do I get help please technical support said do update on glass but that gets halfway approx and then freeze and restart request