topic Re: Sky puck is awful in Sky Stream

Sky puck is awful

Mikey7519 — Sat, 26 Apr 2025 06:34:55 GMT

We've recently changed from sky Q which was smooth, easy to navigate and 99% of the time without fault, the new sky puck is a cheap and nasty alternative. Since having the puck we've had freezing of the system at least twice daily, black screens with the audio still going and buffering issues. We have installed updates, rebooted the puck, have removed any Bluetooth devices in the vicinity of the puck and have rebooted our router numerous times. We've performed system checks and we have a connection speed of 134mps which is plenty sufficient for the operation of the puck streaming device. All of our other devices in the house including laptops, mobile phones and a PS5 all perform perfectly without issues when using the WiFi. We also have NOW TV which streams perfectly, all other apps built into our TCL c805 TV operate flawlessly. The Sky puck is utter rubbish and sky should be ashamed of sending out such a cheap and nasty bit of kit...Get your act together Sky and give your customers what they're paying for, if all the other streaming services are able to do it surely the biggest operator in the industry should be able to too. Quite frankly it's daylight robbery and pretty disgusting for the consumer.

Re: Sky puck is awful

TimmyBGood — Sat, 26 Apr 2025 06:57:42 GMT

@Mikey7519 wrote:

The Sky puck is utter rubbish and sky should be ashamed of sending out such a cheap and nasty bit of kit...Get your act together Sky and give your customers what they're paying for, if all the other streaming services are able to do it surely the biggest operator in the industry should be able to too. Quite frankly it's daylight robbery and pretty disgusting for the consumer.

The thing is, while you are a new user experiencing these issues at your address, Stream pucks have now been around for three and a half years* and so either there's a massive (and frankly unbelievable) cover-up going on, or they do in fact work for most consumers.

*released in October 2021 alongside Glass televisions, and a year later as a standalone product.

Re: Sky puck is awful

Dazzasky — Mon, 28 Apr 2025 10:33:19 GMT

@Mikey7519 wrote:
We've recently changed from sky Q which was smooth, easy to navigate and 99% of the time without fault, the new sky puck is a cheap and nasty alternative. Since having the puck we've had freezing of the system at least twice daily, black screens with the audio still going and buffering issues. We have installed updates, rebooted the puck, have removed any Bluetooth devices in the vicinity of the puck and have rebooted our router numerous times. We've performed system checks and we have a connection speed of 134mps which is plenty sufficient for the operation of the puck streaming device. All of our other devices in the house including laptops, mobile phones and a PS5 all perform perfectly without issues when using the WiFi. We also have NOW TV which streams perfectly, all other apps built into our TCL c805 TV operate flawlessly. The Sky puck is utter rubbish and sky should be ashamed of sending out such a cheap and nasty bit of kit...Get your act together Sky and give your customers what they're paying for, if all the other streaming services are able to do it surely the biggest operator in the industry should be able to too. Quite frankly it's daylight robbery and pretty disgusting for the consumer.

Personally I have very few issues with any of my 3 pucks. What did Sky say when you called them with your problems @Mikey7519

Re: Sky puck is awful

Mikey7519 — Mon, 28 Apr 2025 10:56:49 GMT

You only need to do a few searches online to see there's an issue with Sky streaming. I'm not going to get into conspiracy theories of a cover up as I prefer evidence based conclusions and it's quite apparent from journalists reports and from consumer feedback that there is a significant issue that you can't hide. Anyone can state that they don't have problems and anyone can also state that they do.

Re: Sky puck is awful

Andy_Hill — Mon, 28 Apr 2025 12:21:25 GMT

Mikey

If you are new on here, and you express dissatisfaction in any way. Either, you are pounced on by the high-level contributors or the mods take the post down and remind you of the forum etiquette.

I too, my Sister, my Brother and the Mother-in-law have all moved from Q and we all share the same issues!

What's more, the Sky Tech team know too.

Re: Sky puck is awful

Mark39 — Mon, 28 Apr 2025 12:22:09 GMT

@Mikey7519 have you asked if you can revert to Sky Q?

Re: Sky puck is awful

Dazzasky — Mon, 28 Apr 2025 13:22:53 GMT

@Mikey7519 wrote:
You only need to do a few searches online to see there's an issue with Sky streaming. I'm not going to get into conspiracy theories of a cover up as I prefer evidence based conclusions and it's quite apparent from journalists reports and from consumer feedback that there is a significant issue that you can't hide. Anyone can state that they don't have problems and anyone can also state that they do.

I don't dispute some people are having problems, I don't know the numbers but again have you contacted Sky and what did they suggest.

Re: Sky puck is awful

Dazzasky — Mon, 28 Apr 2025 13:24:11 GMT

@Andy_Hill wrote:
Mikey

If you are new on here, and you express dissatisfaction in any way. Either, you are pounced on by the high-level contributors or the mods take the post down and remind you of the forum etiquette.

I too, my Sister, my Brother and the Mother-in-law have all moved from Q and we all share the same issues!

What's more, the Sky Tech team know too.

Same question to you @Andy_Hill what did Sky say when you and your family contacted them?

Re: Sky puck is awful

Mikey7519 — Mon, 28 Apr 2025 13:51:11 GMT

Yes, it's now almost twice as much to revert back than before. I believe Sky satellite will become defunct in the next five years so it's in their interest to keep you streaming rather than changing back.

Re: Sky puck is awful

Andy_Hill — Mon, 28 Apr 2025 13:59:13 GMT

Just come off the phone with them.

> Change audio to PCM, already done that.

> Try the device on wifi instread of Cat6a for 24 hours

> Hard reset

> Send a new puck, (to replace the replacement alreay replaced

> Have a £15 back good will, (the price of the package i'm on is due to increase by £12 anyway.

Brother cancelled his yesterday, back to VM, others, I don't know.

Re: Sky puck is awful

Mikey7519 — Mon, 28 Apr 2025 14:00:11 GMT

Yes, we contacted Sky. First we were told it maybe due to having a Bluetooth device too close to the puck but that they would send out a new one anyway, we removed all nearby Bluetooth devices and it seemed to work better so than when the new puck arrived we declined it on the door. The old device then reverted back to having the same issues and progressively got worse. I contacted Sky again stating the issues hadn't been resolved, we were then told to reboot our WiFi which is Vodafone 150 WiFi 6, we did this and still the same issues. We then completed a update on the puck but still the same. Sky are saying that they are still waiting for the replacement puck to come back but can see we declined at the door over a week ago. Sky was supposed to call back today but still haven't... I'm hoping they pull their finger out and just send another replacement.

Re: Sky puck is awful

Andy_Hill — Mon, 28 Apr 2025 14:19:45 GMT

How's this the Answer?

Re: Sky puck is awful

Mikey7519 — Mon, 28 Apr 2025 16:14:07 GMT

It's not really but we'll see if the new puck is better, we're not holding our breath though as I've read some people returning several pucks and still running into issues.

Re: Sky puck is awful

Dazzasky — Mon, 28 Apr 2025 16:32:34 GMT

@Mikey7519 wrote:
It's not really but we'll see if the new puck is better, we're not holding our breath though as I've read some people returning several pucks and still running into issues.

Hopefully the new puck will perform better. Please let us know how you get on @Mikey7519

Re: Sky puck is awful

TimmyBGood — Mon, 28 Apr 2025 17:21:03 GMT

@Mikey7519 wrote:

I believe Sky satellite will become defunct in the next five years so it's in their interest to keep you streaming rather than changing back.

Sky Group has never owned or operated any satellites. If SES S.A. (a private company based in Luxembourg) chooses not to replace their three orbiting platforms at 28.2E before the current ones run out of positioning propellant, receiving satellite television in UK and RoI will become distinctly problematic.

https://rxtvinfo.com/2024/how-soon-is-satellite-tv-switch-off/

Re: Sky puck is awful

xenon81 — Mon, 28 Apr 2025 17:30:38 GMT

SES will gladly launch new satellites (as they do for 19.2e) if there is still demand for them. That's not likely in Sky's case.

Re: Sky puck is awful

TimmyBGood — Mon, 28 Apr 2025 18:49:51 GMT

@xenon81 wrote:

SES will gladly launch new satellites (as they do for 19.2e) if there is still demand for them.

Not only is the potential viewing audience in these two offshore islands considerably smaller than on the European mainland, but it's also already embracing streaming to a greater degree.

Re: Sky puck is awful

James3110 — Tue, 10 Jun 2025 16:39:52 GMT

Had all the same issues, they asked me to go out and buy an Ethernet cable to connect from my router to the puck to do a manual update. Bought it and said they'd ring me back, never did. Rang up again and had to hard reset it about 5 times as it kept freezing upon start up. Absolutely awful. Going to cancel it.

Re: Sky puck is awful

Mikey7519 — Tue, 10 Jun 2025 16:57:30 GMT

Sky changed the puck and we haven't had any trouble since. Why this couldn't have been sorted sooner I don't know, it would have saved me from writing such a critical report.

Re: Sky puck is awful

Jporch316 — Wed, 11 Jun 2025 09:34:57 GMT

@James3110 wrote:
Had all the same issues, they asked me to go out and buy an Ethernet cable to connect from my router to the puck to do a manual update. Bought it and said they'd ring me back, never did. Rang up again and had to hard reset it about 5 times as it kept freezing upon start up. Absolutely awful. Going to cancel it.

Which issues? Might be worth starting a new thread and listing your issues ..... the community may be able to help