topic Sky does not LOAD from the puck in Sky Stream

Sky does not LOAD from the puck

De35 — Wed, 22 Oct 2025 14:18:07 GMT

Broadband and sky have been connected today

BUT

SKY STREAM is NOT loading onto the TV from the puck

I have followed your instructions 12 times

It still DOESN'T WORK

It is brand NEW !!

Please HELP

Re: Sky does not LOAD from the puck

MarkGoldsmith — Wed, 22 Oct 2025 14:35:26 GMT

@De35 wrote:
Broadband and sky have been connected today
BUT
SKY STREAM is NOT loading onto the TV from the puck
I have followed your instructions 12 times
It still DOESN'T WORK
It is brand NEW !!
Please HELP

@De35 seeing how this is a forum of other sky customers they aren't our instructions.

If you can provide more in-depth information on exactly what the problem is (e.g what exactly you are seeing on the screen, is the puck actually turning on etc), we may be able to offer advice to help resolve the issue.

Re: Sky does not LOAD from the puck

BenJoBanjo — Wed, 22 Oct 2025 16:58:57 GMT

@De35 wrote:
Broadband and sky have been connected today
BUT
SKY STREAM is NOT loading onto the TV from the puck
I have followed your instructions 12 times
It still DOESN'T WORK
It is brand NEW !!
Please HELP

Have you connected the Stream puck to your TV via the included HDMI cable?

Have you connected the puck to the mains power?

Have you turned it on and used your TV's remote to select the appropriate HDMI input?

Have you followed the on-screen instructions?

If there are no on-screen instructions or no white light on the front of the puck then it may be faulty. These things are manufactured in vast quantities and sometimes refurbished ones are sent out to new customers. Sometimes they are not checked properly or sometimes you just get a duff one as QC can't check every single one.

If this is the case then you may need to call Sky and request a replacement.

Re: Sky does not LOAD from the puck

lettice — Wed, 22 Oct 2025 18:05:12 GMT

@MarkGoldsmith wrote:

@De35 wrote:

Broadband and sky have been connected today

BUT

SKY STREAM is NOT loading onto the TV from the puck

I have followed your instructions 12 times

It still DOESN'T WORK

It is brand NEW !!

Please HELP

@De35 seeing how this is a forum of other sky customers they aren't our instructions.

If you can provide more in-depth information on exactly what the problem is (e.g what exactly you are seeing on the screen, is the puck actually turning on etc), we may be able to offer advice to help resolve the issue.

@De35

As @MarkGoldsmith has already requested.

It would be helpful for us to help you complete your Puck setup, if you could provide some further information on exactly what problem you are having with your puck setup.

Have a watch if this Sky setup video, if it helps initially

https://www.sky.com/help/sky-tv/sky-tv-stream/setting-up-sky-stream/articles/setting-up-sky-stream