topic Re: Faulty puck in Sky Stream

Faulty puck

looloolemon6 — Thu, 12 Mar 2026 10:11:34 GMT

Hi!

Need some help please. I think our streaming puck is faulty.

It will regularly completely shut down and randomly restart. When it is working the channels will often cut out or loose audio.

I've tried all the methods already listed.

Our internet is fine. We can use the inbuilt TV apps absolutely fine.

How would I go about getting a replacement?

Thanks

Re: Faulty puck

Angel_Aka — Thu, 12 Mar 2026 16:43:01 GMT

@looloolemon6

You're best off calling Sky to go through some troubleshooting, then they'll offer to swap your puck if they deem it to be faulty.

Re: Faulty puck

lettice — Thu, 12 Mar 2026 17:27:07 GMT

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: Faulty puck

LauraMac38 — Thu, 12 Mar 2026 17:32:04 GMT

Hi @lettice , thanks for escalating this. We’ve sent @looloolemon6 an invite to chat.