topic Re: Cannot setup Sky Puck - 2nd puck in Sky Stream

Cannot setup Sky Puck - 2nd puck

Emzbail — Tue, 14 Oct 2025 10:41:00 GMT

I'm trying to set up my new Sky Puck.

The second device has arrived today as the first didn't work and I'm still having the same issue.

I've followed every online instructions. I've reset several times, connected via Ethernet and still no joy.

Stuck in a loop of 'Updating software' followed by a restart page and never get anywhere.

there's mention of the white Sky logo in a black screen. Never had that either. Just the multi coloured line, then black, then the line and then back round again. It's a nightmare - please help.

I've also spent 40 mins on the phone to 'technical support' yesterday who were no help at all.

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Tue, 14 Oct 2025 11:13:04 GMT

Having spoken to support I will now be receiving Puck number 3 in 3 days!

apparently there are issues with Pucks with serial number starting IP1.

I must ve very unlucky to receive 2 that do not work. We will see if its third time lucky. Not convinced at the moment.

Re: Cannot setup Sky Puck - 2nd puck

BenJoBanjo — Tue, 14 Oct 2025 12:04:42 GMT

@Emzbail

It's possible I suppose that a batch of pucks have the same issue. Could be bad flash memory or some other faulty chipset. They are mass-produced in large numbers so you should eventually end up with one that works... fingers crossed!

Re: Cannot setup Sky Puck - 2nd puck

Blake11 — Tue, 14 Oct 2025 16:24:46 GMT

Received my puck today exactly the same problem as you. So frustrating and the puck is IP1😢

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Tue, 14 Oct 2025 17:04:46 GMT

I'll let you know how I get on.

I spoke to someone much more useful today and asked why they keep sending out faulty IP1 instead of trying a newer device and he said it's policy. So now he is trying to get me the newer version.

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Wed, 15 Oct 2025 14:34:49 GMT

3rd puck and it's the same screens over and over. I'm starting to think this has to be an account issue but no one can help me over the phone.

so frustrating.

3 boxes and no further forward!!!

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Wed, 15 Oct 2025 15:08:01 GMT

So now I'm told my account is and has always been in 'pre-activation' status.

An salvation has been submitted to rectify this along with a complaint and £20 compensation.

Apparently, once this is activated it should work.

Time will tell.

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Sat, 18 Oct 2025 02:59:01 GMT

New Ethernet cable solved it.

I had to go buy a new Ethernet cable and as soon as I plugged it in, it updated.

Sky really are letting their customers down. Why not supply an Ethernet with the IP1 devices?!

I have also had zero update on my escalated issue or my complaint.

im still having issues with paramount plus which I'll be contacting Sky about and I will be pursuing the complaint due to the amount of time I've wasted, cost of Ethernet and lack of support.

Very poor start Sky!

Re: Cannot setup Sky Puck - 2nd puck

TimmyBGood — Sat, 18 Oct 2025 06:50:15 GMT

@Emzbail wrote:

Why not supply an Ethernet with the IP1 devices?!

Because the vast majority of customers won't use it.

Re: Cannot setup Sky Puck - 2nd puck

Emzbail — Sat, 18 Oct 2025 06:53:57 GMT

I've had 3 IP1 devices in 3 days. The Ethernet was the answer. The odds are it would be used.

Re: Cannot setup Sky Puck - 2nd puck

Blake11 — Sat, 18 Oct 2025 10:55:53 GMT

2nd puck arrived still problematic but at least I got the sky logo up. Then handset wouldn't work. Spoke to technical and they couldn't fix so cancelled my subscription have gone to Bt and Now Tv which actually worked out cheaper. Won't use sky again I spent hours trying to set up then on the phone as well. Very very poor customer service

Re: Cannot setup Sky Puck - 2nd puck

Peg7 — Mon, 10 Nov 2025 15:22:03 GMT

I am on puck number 2 and when I plug it in downstairs into the router with an ethernet cable it works but when I then take it upstairs where I need it to work I keep getting updating software message. I have a booster plug with an ethernet cable and it still won't work but why? I have no Internet issues with any other device upstairs.