topic Re: Sky puck problems in Sky Stream

Sky puck problems

Grouse1 — Fri, 17 Jan 2025 22:20:14 GMT

quite frequently our sky puck doesn't fully turn on menus are there but no sound or pictures. We have to reboot several times before we can watch Tv. It's intermittent problem.puck was changed last month. Also our sound is getting quieter

any solutions

Re: Sky puck problems

mikealanr — Sat, 18 Jan 2025 12:41:20 GMT

Hi @Grouse1

What is your broadband speed? Sky stream needs 25Mbps for HD and 30Mbps for UHD. You can check the speed your getting by opening netflix going to the menu and down to get help? And then selecting connection check.

But your symptoms are typical of poor connectivity.

MikeAlanR

Re: Sky puck problems

Grouse1 — Sat, 18 Jan 2025 13:50:38 GMT

the connection is via Ethernet and is currently 85mbs or via Wi-Fi it's 287 mbs

more than adequate

any other ideas are welcome

Re: Sky puck problems

Anonymous — Sat, 18 Jan 2025 13:57:24 GMT

The SKY IVR advises that there is a known issue, don't spend the afternoon messing around going through self-support advice from others. SKY acknowledges that there is an issue and engineering are looking it.

Re: Sky puck problems

Mr+Flibbles+86 — Mon, 20 Jan 2025 08:35:38 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147