topic My puck won't even start on my TV in Sky Stream

My puck won't even start on my TV

EmmaE0901 — Thu, 21 Aug 2025 15:59:08 GMT

I've followed the instructions and it got stuck on checking status, then I followed the online instructions if that doesn't work and now I'm stuck in a never ending cycle of it trying to update software but I've not even been able to connect it to the wifi yet!

Re: My puck won't even start on my TV

mikealanr — Thu, 21 Aug 2025 19:40:31 GMT

Hi @EmmaE0901

Connect via ethernet cable for setup and then you can set up WiFi once installed and activated.

Or you can try the steps outlined here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

Failing this you will need to speak to Sky and obtain a replacement.

MikeAlanR

Re: My puck won't even start on my TV

Fothergill1 — Thu, 21 Aug 2025 23:45:00 GMT

Hi @EmmaE0901 it sound very similar to what happened to my 18 month old puck a couple of months ago and Sky ended up replacing it. The new one worked correctly straight away.

Try the suggestion and link already provided by @mikealanr but it that doesn't resolve your issue call Sky for some more troubleshooting and possibly a replacement.