topic Re: Puck stopped working suddenly after 3 days in Sky Stream

Puck stopped working suddenly after 3 days

Saintren1 — Sat, 28 Feb 2026 11:15:43 GMT

I received my puck on Tuesday and set it up and connected straight away via ethernet and it's worked fine until today. Now it can't connect via wired or wireless. I have reset router and device with no luck. I have also proved the internet is fine and tried the cable in another device and everything that side is working. I have now factory reset the device and it will not connect via either wired or wireless, it finds network on wireless but can't connect. I'm sure it's the puck but the service checker says all's good but is timed prior to it failing

Re: Puck stopped working suddenly after 3 days

lettice — Sat, 28 Feb 2026 11:37:29 GMT

@Saintren1

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Puck stopped working suddenly after 3 days

Saintren1 — Sat, 28 Feb 2026 12:16:48 GMT

Thanks,

I've now removed the ethernet cable and it's allowed me to connect to WiFi on my 2.4ghz but it won't connect to 5 or 6 GHz. But the connection is poor and the device constantly loses connection then forgets the network and is still then trying to connect via a non existent ethernet connection

Re: Puck stopped working suddenly after 3 days

LJB-C — Sat, 28 Feb 2026 15:13:23 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.