topic Re: Sky Stream Puck issues in Sky Stream

Sky Stream Puck issues

MikeMcR68 — Wed, 07 May 2025 13:20:49 GMT

I've been having a few issues with the Sky Stream puck lately.

The puck will occasionally freeze and nothing but a power cycle will bring it back to life.

The YouTube app also takes several attempts to open and will often crash back to the main manu when watching videos.

No issues with the inernet connection. Everything is up to date.

Does anyone know what is going on here and if this can be fixed?

Thanks.

Re: Sky Stream Puck issues

Dazzasky — Wed, 07 May 2025 13:27:28 GMT

@MikeMcR68 wrote:
I've been having a few issues with the Sky Stream puck lately.

The puck will occasionally freeze and nothing but a power cycle will bring it back to life.
The YouTube app also takes several attempts to open and will often crash back to the main manu when watching videos.

No issues with the inernet connection. Everything is up to date.

Does anyone know what is going on here and if this can be fixed?

Thanks.

I've escalated your post to Sky, keep an eye out for a chat bubble @MikeMcR68

Re: Sky Stream Puck issues

MikeMcR68 — Sun, 11 May 2025 13:26:19 GMT

Still no response

Re: Sky Stream Puck issues

Daniel0210 — Sun, 11 May 2025 14:46:54 GMT

@MikeMcR68

Chat invites are not guaranteed but I've escalated it again for you. Perhaps it's an issue that the Messaging Team feel they can't help with.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Stream Puck issues

Tom-W19 — Sun, 11 May 2025 15:06:53 GMT

Thanks for escalating again. The original chat was started but we didn't receive any response so it was closed automatically after 48 hours. We've sent another invite to @MikeMcR68.

Re: Sky Stream Puck issues

Daniel0210 — Sun, 11 May 2025 15:15:46 GMT

Thanks for the clarification @Tom-W19

Re: Sky Stream Puck issues

MikeMcR68 — Tue, 13 May 2025 14:34:36 GMT

I did respond. I posted the exact same content at the top of this thread. I got no response back.

The puck is now getting worser with a blue screen and a spinning cirle and 'Please wait' in bottom left. Either I need a new puck [removed]. I'm not paying for this poor substandard service.

Moderator Actions: removed inappropriate language

Re: Sky Stream Puck issues

Daniel0210 — Mon, 12 May 2025 13:41:24 GMT

@MikeMcR68

Rather than on here you need to converse with Sky on the chat that's been sent to you again.

Re: Sky Stream Puck issues

MikeMcR68 — Mon, 12 May 2025 13:42:19 GMT

I have, for the second time.

Re: Sky Stream Puck issues

goodrip1 — Thu, 15 May 2025 19:36:17 GMT

My puck doing something similar over the past 2 days. Mostly happens when I'm navigating around menus, where the screen will go black and the puck does not respond to any commands - last time occasionally got some random 'snow' on screen for a few seconds then black again. Looked a lot like the old analogue telly not tuned in to channel.

Has there been a recent update, as it doesn't seem very stable...