topic Re: Day 1 and it's already stuck... in Sky Stream

Day 1 and it's already stuck...

tomj0701 — Mon, 31 Mar 2025 15:08:03 GMT

We've just moved into a new place, puck arrived today and set up using a mifi router, no ethernet is avaialble and we don't have 'proper broadband' until our sky broadband engineer comes in 5 WEEKS!

Put in standby, turned on a few hours later and had dropped the wifi. I accidently selected a 'EE WIFI' hotspot thats local, the kind that requires a webpage to sign in. This has thrown the puck in to a melt down...

It was stuck on a 'no connection' page with no option to get into settings etc.

I tried turning on and off, no luck. Then the rebooting process with the yellow and red lights, no luck. It just goes to an update page, which inevitably says contact us at the end. It appears its stuck on the EE wifi with no connection, if i could change the wifi connection again it would hopefully work.

Is there a way to fully reset it back to set up again stage?

Re: Day 1 and it's already stuck...

GD1 — Mon, 31 Mar 2025 15:16:23 GMT

@tomj0701 How fast is the speed on your mifi device, Sky Stream needs at least 20mbps for HD and anything below that will cause serious issues.

Re: Day 1 and it's already stuck...

tomj0701 — Mon, 31 Mar 2025 15:19:42 GMT

14mb... pitiful I know! Joys of rural 4G 😅

If I could get the puck to forget the EE hotspot and back on the mifi I think it would progress but it's stuck as the hotspot has no connection without signing in, which the puck won't do.

Re: Day 1 and it's already stuck...

GD1 — Mon, 31 Mar 2025 15:23:57 GMT

@tomj0701 Have you tried the steps here https://www.sky.com/help/home/sky-tv/sky-tv-stream/setting-up-sky-stream/articles/connect-tv-help-sky-glass-sky-stream-puck

Re: Day 1 and it's already stuck...

tomj0701 — Mon, 31 Mar 2025 15:26:24 GMT

I have, and I have gone through the process of switching off, holding the button on the bottom through the yellow/red lights etc. Still goes back to an update page when it reboots which does nothing, tells me to reset the remote then 'contact sky' and QR code.

Re: Day 1 and it's already stuck...

GD1 — Mon, 31 Mar 2025 15:27:50 GMT

@tomj0701 In that case you'll need to do as advised on the setup and call Sky.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: Day 1 and it's already stuck...

tomj0701 — Mon, 31 Mar 2025 18:47:07 GMT

Update: Sky are sending a new one out to arrive tomorrow, they spoke me through all the same reboots I had done myself and determined it's software was glitched!