topic Re: Sky Stream Puck upstairs absolutely useless. in Sky Stream

Sky Stream Puck upstairs absolutely useless.

Invader-Strange — Sun, 07 Dec 2025 22:20:52 GMT

I have 2 pucks, one downstairs and one upstairs in the bedroom.

The upstairs one is absolutely useless. Constantly either losing sound or showing a black or white screen with (and occasionally without) audio.

Switch up or down a channel and they're fine. Return to original channel, problem persists until device is rebooted.

Have factory reset nearly every day since I've had this (roughly 2 months) and frankly it's getting tedious to the point the service is not fit for purpose.

WiFi is perfectly adequate (45Mbps upstairs, soon to be getting FTTP though). I understand ethernet is preferable, but that's not viable in the bedroom (and frankly not viable in many homes).

Seeing as there's no obvious numbers to call to speak to an actual human, and instead have to trawl through a community and wait for responses, how do I go about either fixing this issue, getting a replacement puck or completely cancelling a not fit for purpose service?

TIA.

Re: Sky Stream Puck upstairs absolutely useless.

oj01 — Mon, 08 Dec 2025 07:24:45 GMT

@Invader-Strange wrote:
I have 2 pucks, one downstairs and one upstairs in the bedroom.

The upstairs one is absolutely useless. Constantly either losing sound or showing a black or white screen with (and occasionally without) audio.

Switch up or down a channel and they're fine. Return to original channel, problem persists until device is rebooted.

Have factory reset nearly every day since I've had this (roughly 2 months) and frankly it's getting tedious to the point the service is not fit for purpose.

WiFi is perfectly adequate (45Mbps upstairs, soon to be getting FTTP though). I understand ethernet is preferable, but that's not viable in the bedroom (and frankly not viable in many homes).

Seeing as there's no obvious numbers to call to speak to an actual human, and instead have to trawl through a community and wait for responses, how do I go about either fixing this issue, getting a replacement puck or completely cancelling a not fit for purpose service?

TIA.

Is the 45Mbps the speed being quoted on the Puck itself or are you using another device such as a mobile?

To do a speed check on the Puck, use the Netflix App.

Re: Sky Stream Puck upstairs absolutely useless.

BenJoBanjo — Mon, 08 Dec 2025 09:14:52 GMT

@Invader-Strange

As noted by the previous poster, run a network check from the get help menu on the Netflix app on your upstairs puck. This will tell you the speed actually being received.

Stream pucks are sensitive to speed fluctuations so if your 45Mbps drops significantly or is subject to interference from other devices or WiFi networks, you won't get a stable service.

Until you get FTTP it may be worth investing in some powerline adapters with ethernet ports to allow you to send a (hopefully) more stable connection from your router via your home electrical wiring.

Re: Sky Stream Puck upstairs absolutely useless.

lettice — Mon, 08 Dec 2025 15:38:36 GMT

As @oj01 states, is that 45 Mbps your broadband router speed or is that what you are seeing at the puck?

Can you do 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 several times, say over a half hour period at your households busiest internet usage times.
What is your speed?

You may be ok with 45Mbps if it's at your puck, but if it's fluctuating a little around that speed, you may have some reliability issues now and again.

Re: Sky Stream Puck upstairs absolutely useless.

Hunter2660 — Mon, 08 Dec 2025 21:58:15 GMT

Best bet is to swap the pucks and see if the issues your having follow the problem puck. That way you can tell if it's the puck or location.

Re: Sky Stream Puck upstairs absolutely useless.

Invader-Strange — Wed, 24 Dec 2025 14:15:59 GMT

I have switched the pucks around and issue persists on both.

Managed to get through to Sky 'customer service' and have a puck on the way (apparently can only send one replacement at a time)

Re: Sky Stream Puck upstairs absolutely useless.

Invader-Strange — Wed, 24 Dec 2025 14:21:40 GMT

Apologies for the delayed reply.

Netflix is pulling 48Mbps on the downstairs puck and 47Mbps upstairs, tested at various times of the day with multiple devices running.

Today alone I have had to reboot both pucks several times as either sound or picture, and sometimes both would stop.

Router has also been power cycled several times.

It's became impossible to watch anything without interruption.

I managed to get through to Sky and have a replacement puck on the way, but can only replace one at a time for some reason.

Re: Sky Stream Puck upstairs absolutely useless.

MarkGoldsmith — Wed, 24 Dec 2025 18:14:45 GMT

@Invader-Strange wrote:
Apologies for the delayed reply.

Netflix is pulling 48Mbps on the downstairs puck and 47Mbps upstairs, tested at various times of the day with multiple devices running.

Today alone I have had to reboot both pucks several times as either sound or picture, and sometimes both would stop.

Router has also been power cycled several times.

It's became impossible to watch anything without interruption.

I managed to get through to Sky and have a replacement puck on the way, but can only replace one at a time for some reason.

If its both pucks this is happening to, its possible but unlikely ,its an issue with the pucks and would suggest a local network problem.

I know in an earlier post you said an ethernet cable wasn't possible but it may be worth considering purchasing a powerline adapter for this purpose, which will allow you to connect via ethernet without having long ethernet cables running between your router and the pucks.