topic Re: Problems with Sky Puck! in Sky Stream

Problems with Sky Puck!

Littlewitch31 — Fri, 05 Sep 2025 14:26:32 GMT

This is a new product to us but every afternoon this week I have had to reboot system several times until it seems to settle down! Am not a happy bunny! I was not aware of this sort of issue . This has been occurring despite running checks to system which show no problems! Quite honestly Am in danger of cancelling Sky completely as its so frustrating!

Would greatly appreciate any help!

Re: Problems with Sky Puck!

MarkGoldsmith — Fri, 05 Sep 2025 14:49:57 GMT

@Littlewitch31 wrote:
This is a new product to us but every afternoon this week I have had to reboot system several times until it seems to settle down! Am not a happy bunny! I was not aware of this sort of issue . This has been occurring despite running checks to system which show no problems! Quite honestly Am in danger of cancelling Sky completely as its so frustrating!

Would greatly appreciate any help!

How do you have the puck connected to the internet?

Re: Problems with Sky Puck!

lettice — Fri, 05 Sep 2025 15:08:38 GMT

Are you getting any kind of error messages or freezes that make you want to restart the Sky Stream Puck.

Can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say over a half hour period between tests.
What is your speed?

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.
It may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.