topic Re: Updating software issue in Sky Stream

Updating software issue

LW12 — Sat, 10 Aug 2024 09:48:50 GMT

Engineer came yesterday and since I have had no TV . Updating software is not moving from 0%. I've tried ringing a support number but getting nowhere.

Re: Updating software issue

Mister_Dalek — Sat, 10 Aug 2024 09:52:34 GMT

@LW12 wrote:
Engineer came yesterday and since I have had no TV . Updating software is not moving from 0%. I've tried ringing a support number but getting nowhere.

What kind of engineer? Broadband?
Is your router working? Are other devices connecting to your WiFi?
have you turned the Stream puck off at the wall for a minute then back on and tried connecting it again?

Re: Updating software issue

LW12 — Sat, 10 Aug 2024 09:56:59 GMT

The sky engineer I assume. Broadband is fine but just TV. The one thing he told me was not to switch off at the wall so I'm not sure what to do.

Re: Updating software issue

MarkGoldsmith — Sat, 10 Aug 2024 09:59:08 GMT

@LW12 wrote:
The sky engineer I assume. Broadband is fine but just TV. The one thing he told me was not to switch off at the wall so I'm not sure what to do.

Sky don't send engineers for Sky Glass or Sky Stream, it's all self setup, plug in and follow the on-screen instructions.

If the screen is showing a Sky update stuck at 0% you need to unplug the Sky device for a couple of minutes and then plug it back in. That should resume the software update.

Re: Updating software issue

LW12 — Sat, 10 Aug 2024 10:10:29 GMT

I changed to Sky yesterday broadband and TV so thought it would be but Ok. I'll give that a go. Thanks

Re: Updating software issue

Exiled-in-HH — Sat, 10 Aug 2024 10:17:39 GMT

It is likely the Sky installation engineer was advising you not to turn off the BB router after initial installation .... there should be no issues with power cycling a Puck😉

Re: Updating software issue

LW12 — Sat, 10 Aug 2024 10:17:52 GMT

Thanks Mark! It's working now. 😊

Re: Updating software issue

LW12 — Sat, 10 Aug 2024 10:19:33 GMT

Thanks to everyone who replied with help. Sorted now. 🙏