topic Faulty Sky Puck in Sky Stream

Faulty Sky Puck

wallace8484 — Sun, 28 Dec 2025 16:11:08 GMT

Hello,

I'm wondering if my post could be escalated to the Sky team, please.

I have 3 Sky Stream pucks and one of them is faulty. It consistently freezes and the screen goes blank. This is now happening every few minutes, when navigating through the TV guide, on Apps and on Live TV. I have followed all the troubleshooting steps online, including a full factory reset and have also swapped the puck on the TV with another in my property. The other 2 pucks work fine over WiFi in the same location, it is just this one that is causing the issue. The software versions are the same.

I'm trying to arrange for a replacement puck, however I am having real issues trying to get through to a Sky agent on chat. I find telephone calls very difficult being neurodivergent and wondered if I could have this post escalated to the Sky team, so I could get some help via private message instead.

Thank you

Christopher

Re: Faulty Sky Puck

TimmyBGood — Sun, 28 Dec 2025 16:37:35 GMT

@wallace8484

Unfortunately the escalation function hasn't been available for several months while Sky goes through some internal restructuring.

It might be worth you registering with the Accessibility Department.

Re: Faulty Sky Puck

wallace8484 — Sat, 03 Jan 2026 14:46:06 GMT

Thanks for your reply. I will have a look at the Sky Accessibility Team.

I managed to get through on the chat in the end and ordered a replacement puck. It arrived yesterday, and all is working okay now.

Thanks