topic Re: Sky stream puck keeps freezing and crashing in Sky Stream

Sky stream puck keeps freezing and crashing

Pet — Mon, 02 Jun 2025 18:11:33 GMT

Hi all I've just moved to sky broadband and tv and the sky stream puck I've been given keeps crashing while watching tv and then crashes so am having to keep turning it on and off again. Have checked the speed it's receiving and it's 220 mbps so don't think it's a issue with broadband speed. There's on other devices nearby such as a cordless phone or anything that I think could be causing interference. It happens at least 2 to 3 times a day. Any advice appreciated. Thanks.

Re: Sky stream puck keeps freezing and crashing

Jporch316 — Mon, 02 Jun 2025 19:25:11 GMT

@Pet wrote:
Hi all I've just moved to sky broadband and tv and the sky stream puck I've been given keeps crashing while watching tv and then crashes so am having to keep turning it on and off again. Have checked the speed it's receiving and it's 220 mbps so don't think it's a issue with broadband speed. There's on other devices nearby such as a cordless phone or anything that I think could be causing interference. It happens at least 2 to 3 times a day. Any advice appreciated. Thanks.

Hi @Pet

@could be a faulty puck - try pulling the plug for a few minutes

if that doesn't work report back and I will escalate your post to the online support team

Re: Sky stream puck keeps freezing and crashing

Pet — Mon, 02 Jun 2025 20:58:02 GMT

Thanks for getting back to me on this. I've tried unplugging and also restarting via the settings but it's still crashing and sometime won't switch on using the remote so have to unplug and replug to switch it on again. If this could be escalated so I can get a replacement that would be great.

Re: Sky stream puck keeps freezing and crashing

Jporch316 — Mon, 02 Jun 2025 21:11:59 GMT

@Pet

I have escalated your post to the online sky community support team

Please lookout out for an invitation to chat with them

Re: Sky stream puck keeps freezing and crashing

Lisa-P1987 — Tue, 03 Jun 2025 08:33:06 GMT

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

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

Re: Sky stream puck keeps freezing and crashing

Pet — Fri, 06 Jun 2025 08:23:58 GMT

Thanks for all your help with this. I've been I'm contact with sky now and have received a new puck which is working great now. Thanks again.

Re: Sky stream puck keeps freezing and crashing

TrumpingtonCamb — Wed, 01 Apr 2026 17:27:15 GMT

We received a new puck, but the problem is still there....

frustrating, very frustrating....

Re: Sky stream puck keeps freezing and crashing

skiies — Tue, 07 Apr 2026 17:14:59 GMT

I have exctly the same problem - Sky replaced the puck and the problem persists. It is now so bad that we just cant watch TV through the Slky stream puck. I will have to contact Sky and see if they can replace it again. This is simply awful as I have wasted hours reconnecting, bypassing my mesh router, connecting directly vid cable and still problem persists

Re: Sky stream puck keeps freezing and crashing

Jporch316 — Tue, 07 Apr 2026 18:25:02 GMT

@skiies

Why are you bypassing your mesh ? Should work fine off a mesh WiFi system .......

Re: Sky stream puck keeps freezing and crashing

skiies — Tue, 07 Apr 2026 20:26:07 GMT

It was simply to check if it was my mesh that was causing the problem. So connected by wifi direct to router and then via ethernet cable all with same result. Virgin is my internet provider, and I get 200mbps down fibre and 30mbps up.