topic Re: Puck cutting out repeatedly while watching a programme with no internet issues in Sky Stream

Puck cutting out repeatedly while watching a programme with no internet issues

Crofty — Wed, 16 Jul 2025 08:39:45 GMT

While watching any channel on one of our two pucks it repeatedly stops working (eg 7 times in 80 minutes recently) The puck in another room carries on working fine.

Re: Puck cutting out repeatedly while watching a programme with no internet issues

Fothergill1 — Wed, 16 Jul 2025 09:09:23 GMT

Hi @Crofty Initially just try swapping the 2 pucks around to see if the issue follows the puck. This will help identify if it is the puck or the location that is causing the issue (if location it is likely to be a WiFi related problem)..

If it is the puck them run through the recovery process to see if it resolves the issue but if not I would call Sky for some additional troubleshooting.

The recovery process can be found in step 4 of the following link: https://www.sky.com/help/articles/power-issue-help-sky-glass-sky-stream-puck

Good luck

Re: Puck cutting out repeatedly while watching a programme with no internet issues

Crofty — Wed, 16 Jul 2025 09:13:22 GMT

Thank you. I will try this

Re: Puck cutting out repeatedly while watching a programme with no internet issues

Crofty — Tue, 22 Jul 2025 09:55:46 GMT

Nothing worked so resorted to phoning Sky.

Did this on Saturday without too long a wait.

A very helpful gentleman listened to the issues and steps taken. He ordered an additional cable to run from the router to the puck (in addition to the one from the puck to the tv) which arrived on Moday. Conected this immediately and had an evening without any interuptions so fingers crossed. He also arranged a time to call us back on Friday to see if the fix was successful.

He will get top marks if we receive a feedback request.

Crofty

Re: Puck cutting out repeatedly while watching a programme with no internet issues

Fothergill1 — Tue, 22 Jul 2025 10:47:44 GMT

@Crofty wrote:
Nothing worked so resorted to phoning Sky.

Did this on Saturday without too long a wait.

A very helpful gentleman listened to the issues and steps taken. He ordered an additional cable to run from the router to the puck (in addition to the one from the puck to the tv) which arrived on Moday. Conected this immediately and had an evening without any interuptions so fingers crossed. He also arranged a time to call us back on Friday to see if the fix was successful.

He will get top marks if we receive a feedback request.

Crofty

Hi @Crofty Great to hear that your issue has been resolved.

You may not be aware but there is an area of the forum where you can submit your thanks to a Sky employee. This will be seen by the employees management team as well as the specific individual.

https://helpforum.sky.com/t5/Send-Thanks-to-Sky/idb-p/sendthanks