topic Sky puck for my upstairs not working in Sky Stream

Stuck on Sky Stream setup

Dwhight — Thu, 10 Jul 2025 17:39:57 GMT

I am trying to set up my sky puck and it's constantly stuck on sky stream set up checking your status. I've tried all the help guides turn on and off everything and nothing is working. Please help

Stuck on sky stream setup

Lee262 — Thu, 03 Jul 2025 21:28:29 GMT

I am trying to set up my sky puck and it's constantly stuck on sky stream set up checking your status. I've tried all the help guides turn on and off everything and nothing is working. Please help

Re: Stuck on sky stream setup

MarkGoldsmith — Thu, 03 Jul 2025 21:47:30 GMT

@Lee262 This is apparently a known issue that Sky are investigating.

I've flagged this to the Sky Messaging team who should be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page.

You may need to refresh your browser for the chat bubble to appear.

Responses from the messages team aren't immediate so you need to check the chat often to see when they are replied. The chat bubble will also be present for 48 hours. Its worth noting the messaging team will ask you to verify your identity so they can confirm you are the account holder.

Hopwfully they will be able to provide a workaround or at least an update on a potential fix for you.

Re: Stuck on sky stream setup

Lisa-P1987 — Fri, 04 Jul 2025 08:44:08 GMT

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

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

New SKY Puck not working

Hayleytj — Wed, 09 Jul 2025 11:31:52 GMT

Left Sky a few months ago where I had SKY Q.

I've rejoined and have been sent a SKY Puck but feel it's a load of **bleep**?

It's been stuck on Updating Software for days. I've tried all the different troubleshooting and not been successful.

I phoned this morning and was told there is a software issue with some pucks so I just have to wait it out no idea on how long. It's already been 3 days! Is this normal? Il thinking of cancelling if it is. Really not been impressed.

Re: New SKY Puck not working

Anonymous — Wed, 09 Jul 2025 11:35:14 GMT

@Hayleytj Some people have got it to complete updating by plugging it to the router with an ethernet cable, then restarting the puck.

If you try this, it's a good idea to remain connected this way and turn off WiFi in the Settings. Far more stable connection than WiFi.

Re: New SKY Puck not working

lettice — Wed, 09 Jul 2025 13:21:33 GMT

A few customers have been suffering from this problem or similar of late.

Try the following;

Reboot your broadband router.

Leave the puck off power for ten minutes or more, then go through this process;

Hold down the Standby button on your puck for 30 seconds or longer, only then turn it back on at the mains while still holding the button.

Leave the puck powered on and connected to Ethernet for one hour or longer.

Press the Standby button on your Sky Stream remote.

Turn the puck off at the mains, then straight back on again

Re: Stuck on sky stream setup

Dwhight — Wed, 09 Jul 2025 20:01:56 GMT

Same here. One of my pucks wasn't showing the TV guide anymore so I did a complete reset. The puck just goes to the checking your status loop despite following the online guide to reset it. Very frustrating. All my other pucks are working fine.

Re: Stuck on Sky Stream setup

Lee262 — Thu, 10 Jul 2025 18:02:18 GMT

I have the same problem and no one seems to help

Re: Stuck on Sky Stream setup

Anonymous — Thu, 10 Jul 2025 18:09:20 GMT

I did see a post a few days ago that suggested using an ethernet cable and restarting the puck seems to resolve the problem for some. Worth a try if you can do that?

Sky puck for my upstairs not working

Lee262 — Thu, 10 Jul 2025 18:10:50 GMT

I have got sky stream downstairs everything is fine so decided to get sky for upstairs too. They sent me a Sky puck tried setting it up and it just constantly stays on updating service then turns itself off. I've tried everything that's on the Help guide and that's on the community too. Nothing seems to work. It's just constantly got one line on the screen and that's it, I tried numerous times to contact sky and on here too And no one seems to help and they have billed me for the Sky puck now, which is even worse because it doesn't work Not happy

Re: Sky puck for my upstairs not working

Anonymous — Thu, 10 Jul 2025 18:12:36 GMT

@Lee262 Have you tried setting it up downstairs? If you can't then it may be a faulty puck.

Re: Stuck on Sky Stream setup

Fothergill1 — Thu, 10 Jul 2025 18:21:04 GMT

Hi @Dwhight and @Lee262 Have you run through the help file for this issue at the following link?

https://www.sky.com/help/articles/setting-up-sky-glass-checking-your-status

Re: Stuck on Sky Stream setup

MarkGoldsmith — Thu, 10 Jul 2025 18:56:55 GMT

@Anonymous wrote:
I did see a post a few days ago that suggested using an ethernet cable and restarting the puck seems to resolve the problem for some. Worth a try if you can do that?

Yeah that's the current suggested workaround whilst Sky investigate the cause of the problem.

Re: Stuck on Sky Stream setup

lettice — Thu, 10 Jul 2025 20:13:37 GMT

As above.

A few customers have been suffering from this problem or similar of late.

Sky are aware some customers are having this issue.

Try the following;

Reboot your broadband router.

Leave the puck off power for ten minutes or more, then go through this process;

Hold down the Standby button on your puck for 30 seconds or longer, only then turn it back on at the mains while still holding the button.

Leave the puck powered on and connected to Ethernet for one hour or longer.

Press the Standby button on your Sky Stream remote.

Turn the puck off at the mains, then straight back on again

Setting up sky puck

Michelle-90 — Thu, 10 Jul 2025 22:24:02 GMT

Please help! I upgraded my broadband to full fibre300 yesterday along side sky stream. My sky puck came today and I've tried setting it up and It won't get past the updating software. It then comes up with the software needs to restart. Then goes back to updating software. It hasn't even asked me for my WiFi. This is really stressing me out beyond belief. Please can someone help before I end up throwing it out of window!!

Re: Setting up sky puck

Fothergill1 — Thu, 10 Jul 2025 22:29:52 GMT

Hi @Michelle-90 This is a known issue which Sky are trying to resolve. The suggestion is to try connecting your puck via Ethernet to complete the setup.

You can also have a look at the following link which covers this issue and may therefore be of help:

https://www.sky.com/help/articles/setting-up-sky-glass-checking-your-status

Re: Stuck on Sky Stream setup

Dwhight — Fri, 11 Jul 2025 08:23:26 GMT

Ran through the suggested fix, using ethernet cable and WiFi, exactly the same is happening.