topic Re: Ongoing multiple issues with Sky Puck in Sky Stream

Ongoing multiple issues with Sky Puck

Lemmings — Mon, 29 Dec 2025 20:04:12 GMT

Has anyone had any success with the Sky Puck, i.e never had an issue.

Our one has to be constantly reset or restarted for any of the following reasons:

No sound at all - definitely through Puck only.

Sound out of sync with picture - again Puck only.

Netflix not loading - puck only as Netflix loads first time using the TV app.

Incorrect time and therefore shows incorrect programmes - exclusive to Puck !!

All these things can be fixed with a reset but it's persistent and every day.

Either we have a faulty Puck or they are just rubbish.

Ours is connected via Ethernet straight into the Sky router, can consistently get 485mbps on speed test and Netflix shows connection speed at 89.07mpbs which should be more than adequate.

I have contacted Sky and the diagnostics show nothing is wrong so I cant get a new Puck.

I am only 12 months into my contract but at this rate will be going back to VM in December 2026

Re: Ongoing multiple issues with Sky Puck

mikealanr — Mon, 29 Dec 2025 20:15:30 GMT

Hi @Lemmings

Yes I've got 4 pucks and 2 Glass units working without issue and have been solid for a good number of years. As you have sky broadband and TV in would expect them to do end to end troubleshooting.

On option is to make a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

Re: Ongoing multiple issues with Sky Puck

Jporch316 — Mon, 29 Dec 2025 21:16:13 GMT

Both my glass TVs and 4 pucks have been fine for the the last 4 years ......

I have had to return two pucks which developed faults.

suggest you switch to wifi and give it a try

also sync issues can normally be attributed to external sound systems which may require further settings changes in the stream sound settings

Re: Ongoing multiple issues with Sky Puck

Lemmings — Mon, 29 Dec 2025 22:17:11 GMT

Hello,

Thanks, glad to hear you are not having issues.

We have no external sound system just a Sony TV, we changed setting from Dolby Atmos months ago but does not resolve the out of sync issue.

Don't want to buy a sound bar in case in the issue gets worse through an external sound system.

We started on a WIFI connection to puck and swapped to Ethernet for a stable connection.

Re: Ongoing multiple issues with Sky Puck

Al+East+Lothian — Tue, 30 Dec 2025 00:25:08 GMT

I've had Sky Stream, for a month and am generally pleased with it. However, in the last week on a few ocassions when the puck is turned on, I have no sound when watching a live channel or playing on-demand content. I resolve this by turning the puck off and on again.