Streaming issue

Hooky — Sat, 19 Jul 2025 19:09:46 GMT

Having problems setting up a replacement puck.

Keeps coming up cannot connect to your account , don't understand the old puck which Sky said was faulty was working ok?

Have spoken to Sky technical who said my replacement puck could be faulty as well?

They also suggested connecting the router direct to the puck with Ethernet cable?

Any comments please, as I'm at the end of my tether!!!

Re: Streaming issue

lettice — Sun, 20 Jul 2025 05:40:21 GMT

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