topic Sky Puck becomes unresponsive in Sky Stream

Sky Puck becomes unresponsive

MartyPB — Tue, 16 Sep 2025 10:15:30 GMT

I have recently received two Sky pucks - the primary one is working fine, but the other one is continually having issues freezing and becoming unresponsive. This is what I've tried so far:

Complete factory reset within the Settings | System management | Resets & updates | Facory reset

Hard reset by holding standby button during power up and waiting for coloured lights. Device reloads software and restarts.

Exchanged the HDMI cable from an older Sky cable to the one delivered with the puck.

Changed communication method from Ethernet to WiFi. In both cases speed measured via the Netflix app is ~ 65 mbps

Moved the faulty puck to the primary position - plugged directly into the adjacent router and connected to the primary TV.

- The issue remains after all the steps above.

What else should I do before I call Sky?

Re: Sky Puck becomes unresponsive

peter-marlow+1966 — Tue, 16 Sep 2025 13:16:53 GMT

As you have done a factory reset which should only be done when advised by a sky advisor while on the phone and them talking you through it as it say if you look at what it says on your other puck under factory reset that it will wipe your account details and personnel settings from the device, best thing to do now is call sky for help

Re: Sky Puck becomes unresponsive

MartyPB — Tue, 16 Sep 2025 14:05:52 GMT

Yes, I had to re-link it to my account, but it didn't make any difference. I have since spoken to them and went through everything I did to fix the issue. The advisor said it's likely to be a hardware issue and they have dispatched a replacement puck.