topic New sky stream not working just been installed in Sky Stream

New sky stream not working just been installed

Amy2662 — Tue, 03 Jun 2025 09:54:52 GMT

Hi. I've literally just had my Sky broadband installed this morning.

Plug the sky stream puck in.

Set it up.

Broadband is working and with all other devices apart from the sky puck.

Channels are all saying technical fault.

Yes, ive done everything sky says unplugging, restarting the router and tv. Nothing is working.

Furious as literally just had it all done and engineer left.

Can anyone please help urgently????

Re: New sky stream not working just been installed

lettice — Tue, 03 Jun 2025 10:06:52 GMT

Can you do a couple of tests for us.

Try a network speed test on yiur Puck.
Launch Netflix on your puck (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed showing for your puck?

Going out in the latest Sky Glass/Stream QS036 software is now a new wifi reporting option.
The QS036 update is being rolled out over a month or so period, so you may not have it yet.
You can find this new feature upfront in Settings>Network
It will report a number of differing messages, based on your current wifi connection.

Re: New sky stream not working just been installed

Amy2662 — Tue, 03 Jun 2025 10:51:45 GMT

Hi.

Can't do any of the above as I have a blank screen after every relaunch of the puck.

Spoken directly to sky, and they are also confused with it.

It's brand new out the box today. So I'm really not pleased

Re: New sky stream not working just been installed

lettice — Tue, 03 Jun 2025 10:54:35 GMT

Try the recovery procedure on step 4 of this Sky help article.

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/power-issue-help-sky-glass-sky-stream-puck

Re: New sky stream not working just been installed

Amy2662 — Tue, 03 Jun 2025 12:42:05 GMT

Been through all of this on the phone twice with sky now.

Waiting 2-4hrs for a callback now, they have escalated it.

It's clearly a faulty sky box they've sent me.