topic Sky Puck Faulty in Sky Stream

Sky Puck Faulty

Graham_3 — Sun, 27 Apr 2025 21:14:57 GMT

I feel like I may be repeating what others have said here, but maybe this'll just lets others know they're not alone. From day 1 I've had issues with the Sky Puck. No matter what app or whether just on the native Sky software, if I scroll through a few rows of thumbnails or a few screens at completely normal speeds, i.e. not holding down the up/down/left/right arrows, the Puck just gives up eventually, freezes and either gets stuck indefinitely or restarts itself. This happens every day. After a few times it doesn't even restart, and then requires a factory reset, which can only ben done on the device itself since it won't turn on anymore. I'm having to factory reset once a day, and most times the process requires a double reset as the first gets stuck on the update screen. At least once it's gotten to the point where it froze and showed me a red light on the puck.

The puck is plugged in via ethernet on a 500mb line, so doubtful speed is an issue.

I'm truly struggling to believe that a modern device like this should freeze and become non responsive and need a factory reset every day. What is my best course of action? Try and talk to someone at Sky and explain the situation? I feel like

abandoning all hope and going back to another streaming device and using Sky Go. That feels like defeat though.

Re: Sky Puck Faulty

lettice — Mon, 28 Apr 2025 05:34:11 GMT

Sounds like you may have a faulty puck, if it's playing up like that.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Puck Faulty

Addie15 — Mon, 28 Apr 2025 07:15:12 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Graham_3.

Re: Sky Puck Faulty

Graham_3 — Thu, 01 May 2025 07:04:22 GMT

Through conversation with Sky, and a myriad of troubleshooting steps, all of which made sense to try, it was concluded the Puck was faulty. A new unit was sent and arrived next day and no troubles since!

Re: Sky Puck Faulty

Rourky934 — Wed, 05 Nov 2025 18:46:01 GMT

I ahve the same problem as Graham

Re: Sky Puck Faulty

JS555 — Fri, 28 Nov 2025 00:35:24 GMT

Me too. So sorry I ordered this