topic Re: puk with hardware fault in Sky Stream

puk with hardware fault

pm_5544 — Thu, 26 Dec 2024 18:54:00 GMT

For some time I've put up with a hardware fault in one of my three puks. It sometimes starts with no sound, a restart fixes it. More often it turns on and flickers to a black screen then returns to normal for a few second before flickering to a black screen again (as if it's trying to reset). A restart fixes the problem for a few days before it starts happening again. How do I get a replacement (it's not that old) without calling the help lines (which previous experience suggests is problematic at best).

Regards

Re: puk with hardware fault

Mark39 — Thu, 26 Dec 2024 19:53:21 GMT

You'll need to call to report the fault and request a replacement,

Re: puk with hardware fault

mikealanr — Thu, 26 Dec 2024 20:38:22 GMT

Hi @pm_5544

You will need to call Sky as @Mark39 indicates. However have you checked that you puck is getting the required speed of 25Mbps for HD and 30Mbps for UHD? Your symptoms are typical of poor WiFi / broadband stability with Sky Stream.

MikeAlanR

Re: puk with hardware fault

Hunter2660 — Thu, 26 Dec 2024 20:57:27 GMT

Perhaps you could swap pucks to make sure it's the puck that's faulty and not something else causing issues where the puck is positioned.

Re: puk with hardware fault

pm_5544 — Fri, 27 Dec 2024 07:56:57 GMT

My PS5 sits next / slightly below it and gets 200+Mbps so I doubt it's a speed issue and a reboot shouldn't make a difference if it was. I'll bite the bullet and call support. That'll ruin my Christmas.

Re: puk with hardware fault

Chrisee — Fri, 27 Dec 2024 08:31:50 GMT

@pm_5544 a reboot will not affect connection spedd but can clear other faults and is something Sky are likely to ask you yo do if you call them.

Re: puk with hardware fault

pm_5544 — Fri, 27 Dec 2024 11:52:43 GMT

As mentioned, reboots are required to clear it. I've been having to do them on a regular basis due to the problems I'm having.