https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-error-message-unable-to-set-up-brand-new-device/m-p/5152101#M63915 <P>Hello, new customer - I am having issues out the box of the sky stream puck. Aware that our broadband connection activates later next week, I attempted to start up the puck by connecting to a local hotspot. It didn't allow entry of the password now the Software Error message appears, perpetually stuck on the contact us page or 'hold 7 &amp; 9 on remote' page to advance to the next page.&nbsp;</P><P><BR />I have attempted the soft reset of the puck now a few times (holding the power button until blinking colours when turning on) Have I gone too early with activation not until next week, or is the puck broken?&nbsp;<BR /><BR />Sky call centre is not helpful, cut off 3 times and the chat is not online. Anyone advise anything to help? TYIA.&nbsp;</P> Wed, 26 Nov 2025 13:27:50 GMT BenjaminAFC1 2025-11-26T13:27:50Z https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-error-message-unable-to-set-up-brand-new-device/m-p/5152101#M63915 <P>Hello, new customer - I am having issues out the box of the sky stream puck. Aware that our broadband connection activates later next week, I attempted to start up the puck by connecting to a local hotspot. It didn't allow entry of the password now the Software Error message appears, perpetually stuck on the contact us page or 'hold 7 &amp; 9 on remote' page to advance to the next page.&nbsp;</P><P><BR />I have attempted the soft reset of the puck now a few times (holding the power button until blinking colours when turning on) Have I gone too early with activation not until next week, or is the puck broken?&nbsp;<BR /><BR />Sky call centre is not helpful, cut off 3 times and the chat is not online. Anyone advise anything to help? TYIA.&nbsp;</P> Wed, 26 Nov 2025 13:27:50 GMT https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-error-message-unable-to-set-up-brand-new-device/m-p/5152101#M63915 BenjaminAFC1 2025-11-26T13:27:50Z https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-error-message-unable-to-set-up-brand-new-device/m-p/5152863#M63977 <P>Further to calling through to Sky technical help, the answer was basically that they can't help me.&nbsp;<BR /><BR />Can anyone here help!? This seems insane I cannot do a factory reset of the puck.</P> Thu, 27 Nov 2025 10:59:43 GMT https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-error-message-unable-to-set-up-brand-new-device/m-p/5152863#M63977 BenjaminAFC1 2025-11-27T10:59:43Z