topic Re: New sky puck not doing anything in Sky Stream

New sky puck not doing anything

Scottk26 — Fri, 05 Sep 2025 20:43:53 GMT

I got my puck today, plugged it in, white light came on and nothing else. I've tried resetting and factory reset, still nothing. I've reset the remote, still nothing. I've held the power button, turned it off and back on again with button still held, light still stays solid white, no red orange green white as sky describe (held button for 30secs)

All troubleshooting as per sky's website and no change. I've tried different sockets, TV and different hdmi and no joy

Any tips?

Re: New sky puck not doing anything

lettice — Sat, 06 Sep 2025 05:32:46 GMT

From what you say you have tried the recovery procedure and all we can suggest is try it a few times.

Keep the button pressed for as long as you see some on screen guidance.

It is important before doing the recovery procedure, that you check the remote is working or before the procedure reset the remote.

Follow the procedure, as described here on steps 2 and 4 only;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/power-issue-help-sky-glass-sky-stream-puck

You should only do a factory reset when on a call or chat with Sky or only when requested.

It can cause account issues going forward and will need Sky to progress and fix.

If trying the recovery procedure a few more times as above does not work for you, you will need to call Sky.

Re: New sky puck not doing anything

Scottk26 — Sat, 06 Sep 2025 07:19:30 GMT

I don't get anything on-screen at all

The recovery process is a step in their automated trouble shooting, trying to get hold of sky is a nightmare

Re: New sky puck not doing anything

lettice — Sat, 06 Sep 2025 08:25:54 GMT

@Scottk26

If you have tried the recovery procedure as I highlighted above a number of times and it's still not waking the Puck up, afraid you will have to call Sky to progress, maybe even being a replacement puck.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home
Scroll down and click on ‘Need more help’ and it provides a 0333 number.
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to.

Some of the quieter times to ring are early morning or late evening.