topic Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still freezes in Sky Stream

Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still freezes

Steve0b3 — Tue, 30 Sep 2025 20:28:35 GMT

At least four times a day the picture freezes and it makes a odd noise then nothing. We then have to turn it off or unplug the puck. Turn it back on and sometimes it comes back on after 3-4 minutes. The equipment is not reliable but better than having a dish.

Re: Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still free

peter-marlow+1966 — Tue, 30 Sep 2025 20:42:07 GMT

You need to call sky about the noise on the puck. The freezing could be a poor wifi signal, you can check what speed your puck is getting by opening Netflix going to help opening that and running check my network sky recommend a minimum 25mps for hd channels and 35mps for uhd channels but also remember if you live in an old house the brick walls inside the house can effect the wifi signal, if you can connect your puck with an ethernet cable it is more stable and you may need a wifi booster and you may need a faster broadband speed, also the more devices that you have connected the weaker the signal to each device is

Re: Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still free

lettice — Wed, 01 Oct 2025 02:57:22 GMT

@Steve0b3 wrote:

At least four times a day the picture freezes and it makes a odd noise then nothing. We then have to turn it off or unplug the puck. Turn it back on and sometimes it comes back on after 3-4 minutes. The equipment is not reliable but better than having a dish.

The noise sounds concerning.

What kind of noise is it?

You say you have tried everything, but here are some pointers for further help.

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.

Best way to test is via 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, over say a half hour period during tests.
What is your speed for each puck?

Sky recommended minimum broadband speed is 25Mbps.

Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

If using the Sky Sports live sync, add a few more Mbps to each puck.

Also, 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.

Rather than an actual physical power socket restart, try a puck restart in settings;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

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.

Re: Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still free

Steve0b3 — Wed, 01 Oct 2025 13:03:25 GMT

I've tried everything suggested and 10 minutes ago it froze again. I have checked the internet speed and it is 150Mbps. So back to my original question. How do I contact SKY to obtain a replacement Puck please?

Re: Who do I contact to obtain a replacement Puck. I’ve tried everything suggested and it still free

JJ117 — Wed, 01 Oct 2025 15:46:27 GMT

Good luck with it.

Sky deliberately ignore you and say its your wifi signal.