topic Sky puck regularly needs resetting in Sky Stream

Sky puck regularly needs resetting

Eley — Tue, 07 Oct 2025 18:13:01 GMT

The sky puck that we have only had since the summer seems to regularly have trouble connecting to apps or even loading regular TV channels.
my internet is also with sky and router is in close proximity and doesn't seem to be having any issues when the tv is struggling.
how can I go about requesting a replacement puck as I wonder if this one is just faulty?

Re: Sky puck regularly needs resetting

Jon34 — Wed, 08 Oct 2025 05:48:13 GMT

Hi Eley,

This is going to be a phone call to sky to replace the puck. (you could also try online chat)

Slow loading of channels (from the guide) could be an indication of wifi issues.

its a bit more difficult with the apps as sometimes the odd one will play up and the rest will work fine.

my5 wins the award for being the worst, half of the apps tend to be a bit on the cluncky side - slow to respond etc bbc, disney, paramount

you can go to settings > system management > resets & updates click refresh apps

sadly theres no indication if an app is upto date or if they have updated, this happens in the background

a forced software update might help, a sky representitive will likley try this with you before ordering a replacement puck

as your broadband is with sky maybe it will be easier as they can check both for you.

Re: Sky puck regularly needs resetting

Laing1 — Wed, 08 Oct 2025 16:27:44 GMT

@Eley wrote:

The sky puck that we have only had since the summer seems to regularly have trouble connecting to apps or even loading regular TV channels.
my internet is also with sky and router is in close proximity and doesn't seem to be having any issues when the tv is struggling.
how can I go about requesting a replacement puck as I wonder if this one is just faulty?

@Eley are you able to try connecting the puck to your router by ethernet. If you can this would either rule out it being the puck or confirm it is the puck if it does the same when connected by ethernet