topic Sky puck keeps not working. in Sky Stream

Sky puck keeps not working.

SMF88 — Wed, 23 Jul 2025 12:02:40 GMT

We have had a sky puck since December last year. Every month at least three times I will turn my tv on and sky wont be working. It says no signal. I have called sky multiple times it's become a joke. First I was told change HDMI Port. Done this. Problem still happened. Then a new puck was sent out. Problem still happening. They asked me to reboot it all. Problem still happening. Last time spoke to them I was told it had to be my tv. It's brand new. Tv is not the problem. When this happens I have to reboot everything for it to work. This is silly and not how this product should be working. Any tips please.

Re: Sky puck keeps not working.

MarkGoldsmith — Wed, 23 Jul 2025 12:12:31 GMT

@SMF88 wrote:
We have had a sky puck since December last year. Every month at least three times I will turn my tv on and sky wont be working. It says no signal. I have called sky multiple times it's become a joke. First I was told change HDMI Port. Done this. Problem still happened. Then a new puck was sent out. Problem still happening. They asked me to reboot it all. Problem still happening. Last time spoke to them I was told it had to be my tv. It's brand new. Tv is not the problem. When this happens I have to reboot everything for it to work. This is silly and not how this product should be working. Any tips please.

I can see you have mentioned you have tried different HDMI ports. Have you also tried a different HDMI cable?

If you have seen this problem with different pucks but using the same HDMI cable, its possible that could be the cause.

Re: Sky puck keeps not working.

SMF88 — Wed, 23 Jul 2025 12:37:51 GMT

Yes we have tried a different cable and sadly still the same outcome.

Re: Sky puck keeps not working.

MarkGoldsmith — Wed, 23 Jul 2025 13:25:01 GMT

Only other thing I can think of to suggest is, do you have another TV to temporary plug the puck into and see if the same thing happens?

I guess its not out of the realms of possibility its a setting on the TV causing an issue ( at least this test can help determine if that is the case of not)

Re: Sky puck keeps not working.

lettice — Wed, 23 Jul 2025 15:31:28 GMT

How are you bringing your TV and Sky Stream box on?

Assume you are using the Sky Stream remote to power on the Sky Stream along with the TV.

This sounds like your TV is occasionally losing or swapping its last remembered connection via an update in the TV.

I would go through unlinking the TV CEC options for the hdmi port the Sky Dtream sits on and once that change has been made, repower the TV, by removing plug for a minute or so, so it force keeps that hdmi cec change option.

Power the TV on, hit home button on Sky Stream, so it goes to correct port, whether it is or not.
Put into standby the TV and Sky Stream via the long press of the Sky Stream remote power button, leave for ten minutes and then start up the Sky Stream.