topic Re: Sky puck in Sky Stream

Sky puck

Lucyshearn — Sun, 10 Nov 2024 19:35:13 GMT

Sky puck just flashing white light and no image on the tv can anyone else as can't seem to get it even passed just a black sky screen on tv for me to even set up or upgrade software

Re: Sky puck

lettice — Sun, 10 Nov 2024 19:55:48 GMT

Try the advice given on this Sky article, namely step 3 and 4

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/power-issue-help-sky-glass-sky-stream-puck

Re: Sky puck

Lucyshearn — Sun, 10 Nov 2024 20:52:11 GMT

Further to my question I have now been in contact with sky and they have made me aware that my puck is stuck on a software update so I will need a replacement puck which they are trying to charge me £50 for absolutely disgusting!

Re: Sky puck

Rookey007 — Sun, 10 Nov 2024 21:02:16 GMT

They shouldn't be charging as the devices belongs to them

Re: Sky puck

Rookey007 — Sun, 10 Nov 2024 21:04:20 GMT

Re: Sky puck

mikealanr — Sun, 10 Nov 2024 21:04:30 GMT

@Lucyshearn

New pucks are loaned to you. If you own a puck it must have been earlier than Feb 2023 and hence the charge. However when if it is stuck, recovery should work. Have you tried the recovery steps highlighted by @lettice?

MikeAlanR

Re: Sky puck

mikealanr — Sun, 10 Nov 2024 21:05:54 GMT

@Rookey007

Not necessarily it depends when the puck was acquired. I own all mine:

https://www.sky.com/help/articles/your-devices-sky-glass

"Sky Stream pucks ordered after 23 February 2023 are loaned to you ('Sky owned')"

MikeAlanR

Re: Sky puck

Rookey007 — Sun, 10 Nov 2024 21:07:47 GMT

Tbh I wish I own mine then I can cancel whole home when don't need it and add again when needed save sending picks back

Re: Sky puck

TimmyBGood — Sun, 10 Nov 2024 21:11:56 GMT

@Rookey007

All pucks acquired alongside a Glass television set in the first year after Glass was launched are owned, as were those in the four months after Stream became a standalone product.

Re: Sky puck

Lucyshearn — Sun, 10 Nov 2024 21:15:05 GMT

I owe the sky puck as I purchased it along side my sky glass tv and also I have tried all the steps on the links and still no luck I'm very disappointed in sky for charging me for a new device when the fault is an issue of theirs!

Re: Sky puck

TimmyBGood — Sun, 10 Nov 2024 21:20:08 GMT

@Lucyshearn wrote:

I owe the sky puck as I purchased it along side my sky glass tv

That's only the case before February 23rd 2023 though: after that it's a split distribution model with Glass television sets being sold but Stream pucks (even when acquired on the same order) distributed on loan.