topic Re: Sky Stream - Software Error in Sky Stream

Sky Stream - Software Error

Ciaran140 — Fri, 13 Jun 2025 08:55:22 GMT

I am getting a System error after my Sky Stream tries to have a software update. I have tried all the reccomended steps on the Sky.com site for this. Anyone ever had this issue? (This issue started with having no TV guide and then trying a factory reset - it has just snowballed).

I have zero access to sky stream now and just seeing a software error. I think I might need to get a new Puck?

Re: Sky Stream - Software Error

Fothergill1 — Fri, 13 Jun 2025 09:07:47 GMT

@Ciaran140To get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

Re: Sky Stream - Software Error

Addie15 — Fri, 13 Jun 2025 09:13:25 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Ciaran140.

Re: Sky Stream - Software Error

CherylM88 — Sat, 14 Jun 2025 15:48:27 GMT

Hi, did you get this resolved as this is how my issues started...no tv guide. Replace pick was sent out and the software still says there is an error and I now have no sky. This has been going on for 2/3 days

Re: Sky Stream - Software Error

Ciaran140 — Sat, 14 Jun 2025 15:57:39 GMT

Not resolved yet. But they are sending out a new puck next week. So I will let you know if that works or not. I'm hoping it does. Not as confident now after your hearing your experience.

Re: Sky Stream - Software Error

CherylM88 — Sat, 14 Jun 2025 17:51:20 GMT

They are sending me another replacement as well even though I've just had one. They don't seem to be admitting it's a software fault. Fingers crossed for us

Re: Sky Stream - Software Error

TB18 — Sat, 14 Jun 2025 17:53:23 GMT

Same with me. They're sending a new puck to me, but I doubt all of us are having issues where our pucks broke at the same time!

The pucks aren't faulty. The issue is on Sky's end & needs to be fixed on their end. This all started after after the Stream system broke down on Thursday.

Sky sort it out!! Terrible customer service

Re: Sky Stream - Software Error

CherylM88 — Sat, 14 Jun 2025 17:59:15 GMT

Absolutely. I tried to tell them that I'm aware other people are having issues but it's the same old "we will send a new puck". Mines also happened on Thursday. Started when I lost my tv guide and couldn't access my playlist

Re: Sky Stream - Software Error

TB18 — Sat, 14 Jun 2025 18:07:17 GMT

Yes, the tv guides disappeared for lots of people on Thursday & there was a thread about it at the time. It said on my screen at the time, to paraphrase, something like "there is no Stream connection, Sky are working to fix it".

However, some of us never got our TV back, & we've had the "Software error" on our screens ever since.

The customer service at Sky is atrocious. It's not the employees fault- they are out of of their depths as they are just told to instruct people to reset their pucks & if that doesn't work then send out a new one.

But surely there must be some sort of actual technical team that you can speak to who will look into the faults on Sky's side.

This company is a joke & incredibly frustrating. I'm just throwing money down the drain as I have no TV for the foreseeable future & there's absolutely nothing I can do about it, apart from cancel Sky

Re: Sky Stream - Software Error

EFG_25 — Sat, 14 Jun 2025 19:36:48 GMT

I recently signed up to Sky Stream and the service in the first month has been nothing short of horrendous. We get the "software error" upon startup multiple times a week. Occasionally turning it off and on works. We have followed the steps prompted on screen and tried all these many times but the issue has persisted, if not worsened, to the point where we haven't been able to access it today at all.

Re: Sky Stream - Software Error

Ciaran140 — Tue, 17 Jun 2025 08:55:30 GMT

I got a new Puck but it has not resolved the issue. it is still saying a System error. It is clearly not an issue with the Puck (i assume the original puck was fine as well). I havent had Sky Stream for 9 days now. Not acceptable really.

Re: Sky Stream - Software Error

Ciaran140 — Tue, 17 Jun 2025 08:58:25 GMT

Can i get back to this chat somehow. I was chatting to a Sky employee and they asked me to contact them on tuesday with an update but I dont see anywhere i can access that chat now.

Re: Sky Stream - Software Error

Addie15 — Tue, 17 Jun 2025 09:03:15 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Stream - Software Error

EFG_25 — Tue, 17 Jun 2025 09:30:15 GMT

Would it be possible for me to have my issue passed on to the chat facility also?

Re: Sky Stream - Software Error

CherylM88 — Tue, 17 Jun 2025 11:51:42 GMT

I received a new puck yesterday and it seems to have set up fine...this was my third one from Sky though. Fingers crossed for you to get it resolved as it's really not acceptable.

Re: Sky Stream - Software Error

Ciaran140 — Tue, 17 Jun 2025 11:56:07 GMT

@cherylyM88 - glad you got sorted! It is very frustrating. I wasnt thinking the Puck was the issue but if it resolved it for you (eventually) then maybe it would work for me, who knows. Really strange error to be getting though - its a fairly straight forward process!

Re: Sky Stream - Software Error

CherylM88 — Tue, 17 Jun 2025 12:00:58 GMT

Maybe the software has corrected itself in the time I got my new puck. I don't see how so many could have so many problems though and it be the pucks. I definitely think it was a software issue. They and get some money back too for your bills as you've been without tv

Re: Sky Stream - Software Error

TB18 — Tue, 17 Jun 2025 18:02:37 GMT

I've received my new puck and it's still not working. Getting 'Software error' again.

This company is beyond a joke.

Re: Sky Stream - Software Error

CherylM88 — Wed, 18 Jun 2025 07:22:24 GMT

Did you replace all the cables when you plugged in the new puck. I did this incase this contributed to the error but no idea if this is relevant.

Re: Sky Stream - Software Error

Ciaran140 — Wed, 18 Jun 2025 10:13:35 GMT

Yes changed the cables as well.

Just waiting for my Chat from yesterday to open again as the Sky employee said he would message me today so I can provide an update. Its very hard to access the chats.