topic Re: Puck Freezes, Black Screen in Sky Stream

Puck Freezes, Black Screen

AlanW47 — Fri, 22 Mar 2024 22:45:40 GMT

For the past 2-3 weeks my puck has been freezing and showing a black screen. It is unresponsive to both remote and power button, and can only be reset by unplugging it and plugging it back in again.

Tech support diagnosed a faulty Ethernet cable, so I have now bought two new cables and still not solved the problem.

Whilst I can't be 100% certain because I didn't make a note of it, it APPEARS to happen when I leave Amazon Prime to return to Live TV. The 'fault'' occurs in both wired and wifi modes and my line speed is double the recommended.

Best advice so far from Sky has been Factory Reset and monitor for 72 hours. It happened again within an hour of the Factory Reset.

To rub salt into the wound, I have been told that if I want the puck replaced (it's already my second one) it will cost me £50 because I magically own it now and it's out of warranty.

Sky Q was so much simpler.

Anyone suffering the same chaps?

Re: Puck Freezes, Black Screen

MarkGoldsmith — Fri, 22 Mar 2024 22:55:07 GMT

When did you first get the puck? All pucks ordered before 23rd Feb 2023 are owned by the customer and have a 2 year warranty. Any pucks after this date are owned by Sky and have a lifetime warranty.

Re: Puck Freezes, Black Screen

AlanW47 — Sat, 23 Mar 2024 00:02:35 GMT

I got the original puck in December 2022 and it was replaced in July 2023. CS informed me it was out of warranty, 12 months from December 2022

Re: Puck Freezes, Black Screen

Fothergill1 — Sat, 23 Mar 2024 01:25:13 GMT

@AlanW47 Unfortunately CS are correct an owned puck only has a warranty of 12 months as per this link

Re: Puck Freezes, Black Screen

AlanW47 — Sat, 23 Mar 2024 01:35:06 GMT

@Fothergill1 Seems so, but I don't quite see how I suddenly came to own it 😂

Re: Puck Freezes, Black Screen

Padam_Padam — Sat, 23 Mar 2024 08:44:34 GMT

@AlanW47 wrote:
@Fothergill1 Seems so, but I don't quite see how I suddenly came to own it 😂

You joined Stream before February 2023 so the puck was yours to keep. Every customer who joined after Feb 2023 is just loaned the puck.

Re: Puck Freezes, Black Screen

Anonymous — Sat, 23 Mar 2024 09:23:12 GMT

So it seems, thank you