topic Re: Recovery process issue in Sky Stream

Recovery process issue

Fothergill1 — Sun, 18 May 2025 17:30:24 GMT

Does anyone have any ideas I have not thought of?

Whilst watching a programme earlier this morning the puck suddenly locked up and was completely unresonsive to any commands (voice or remote). I rebooted the puck a few times each time it stuck on the white Sky logo screen. I also rebooted my router.

I then tried the recovery process and got a solid white light followed by solid amber and then flashing amber and red (not amber & green which I would have expected)

The puck then went through the following process:

Let’s get connected

Downloading software

Software verification

Software updating

Restarting

Again it got as far as the Sky logo screen with flashing white light on puck. Then after 30 seconds it stops and turns off. After about a further 90 seconds it tries again with the same result and this cycle keeps repeating.

I repeated the recovery process using both WiFi and Ethernet but still no joy. I then went out and left it in this cycle/loop for about 5 hours but it is still just repeating the cycle.

The puck is about 18 months old so suspect it might have failed and will need replacing.

Re: Recovery process issue

Dazzasky — Sun, 18 May 2025 17:42:12 GMT

Sounds like the puck has had it @Fothergill1 Get it replaced.

Re: Recovery process issue

Fothergill1 — Sun, 18 May 2025 18:08:13 GMT

@Dazzasky wrote:
Sounds like the puck has had it @Fothergill1 Get it replaced.

Hi @Dazzasky That was my conclusion but I thought I would post first in case I was missing something.

Could you do me a favour and escalate my post so I can try that avenue and get a replacement if necessary.

Re: Recovery process issue

Dazzasky — Sun, 18 May 2025 18:10:07 GMT

@Fothergill1 wrote:
@Dazzasky wrote:
Sounds like the puck has had it @Fothergill1 Get it replaced.
Hi @Dazzasky That was my conclusion but I thought I would post first in case I was missing something.
Could you do me a favour and escalate my post so I can try that avenue and get a replacement if necessary.

Escalated for you @Fothergill1

Re: Recovery process issue

Jporch316 — Sun, 18 May 2025 19:10:44 GMT

@Fothergill1

Has this exact issue on one of my first pucks - only solution was replacement

Re: Recovery process issue

Fothergill1 — Sun, 18 May 2025 20:08:35 GMT

Thanks @Jporch316 my thoughts as well. It's at times like this I am glad to have the Apple TV. I don't have NOW/boost but will be taking subscribing tomorrow if my puck is still not working. Hopefully they are still offering a free trial.

Re: Recovery process issue

Addie15 — Mon, 19 May 2025 07:47:26 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Fothergill1.

Re: Recovery process issue

Fothergill1 — Mon, 19 May 2025 10:10:39 GMT

Many thanks for your help @Dazzasky and @Jporch316 The upshot is the online team agreed I had done everything they could think of without success so will be dispatching a replacement puck.

The online chat is such a great feature which is so easy and straightforward. The whole chat took a total of 40 minutes.

I will now be "sending thanks to Sky" 😁

Re: Recovery process issue

Fothergill1 — Mon, 19 May 2025 12:16:31 GMT

Just when I thought everything was going well I find an issue with the delivery for my replacement puck.

I have just checked my account and "My Messages" shows that my replacement puck will be sent to my correct address but "My Orders" shows the tracking as my old address which I left 6 months ago 😩.

@Dazzasky please could you (or any SU) escalate this post so I can hopefully get it resolved before dispatch. If I call I am worried that I wil end up with an Indian call centre (which last time was a torrid experience).

Re: Recovery process issue

Dazzasky — Mon, 19 May 2025 12:20:29 GMT

@Fothergill1 wrote:
Just when I thought everything was going well I find an issue with the delivery for my replacement puck.

I have just checked my account and "My Messages" shows that my replacement puck will be sent to my correct address but "My Orders" shows the tracking as my old address which I left 6 months ago 😩.

@Dazzasky please could you (or any SU) escalate this post so I can hopefully get it resolved before dispatch. If I call I am worried that I wil end up with an Indian call centre (which last time was a torrid experience).

Done @Fothergill1

Re: Recovery process issue

Greenfingers001 — Mon, 19 May 2025 12:50:46 GMT

Thanks for escalating this. We’ve sent @Fothergill1 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Recovery process issue

Fothergill1 — Mon, 19 May 2025 13:38:20 GMT

Thanks again @Dazzasky The discrepancy has now been resolved 🤞

Re: Recovery process issue

Fothergill1 — Thu, 22 May 2025 10:49:05 GMT

New puck received and setup in less time that it took to drink a cup of coffee 😁