topic Re: New puck freezes and crashes when browsing in Sky Stream

New puck freezes and crashes when browsing

LJ2392 — Sun, 15 Mar 2026 09:06:53 GMT

I just got a new Sky stream puck a week ago and since I got it, it often freezes and crashes whenever I'm scrolling through shows, movies or my playlist. I sometimes have to unplug and start over for it to come back on. It can't be due to Internet connectivity as it seems like a hardware issue. It doesn't do it while I'm watching anything (at least not so far). Is this common and is there anything I can do about it or do I need to ask Sky for a new puck? Seems odd that a brand new one would be having this issue. Thanks.

Re: New puck freezes and crashes when browsing

Angel_Aka — Sun, 15 Mar 2026 09:56:00 GMT

@LJ2392

Performance from Stream pucks can vary for a number of reasons. There are different versions with slightly modified chipsets, some of which can perform better than others. There's no way of specifying which you get though. Pucks are also refurbished and sent out to customers because you don't own the hardware, it's just loaned in order to receive the service, so you don't always get a "new" puck.
You should try calling Sky for further troubleshooting. If things don't improve they should agree to swap your puck.

Re: New puck freezes and crashes when browsing

lettice — Sun, 15 Mar 2026 10:05:56 GMT

@LJ2392

As you are having issues with navigation, rather than viewing, it might be worth working with the Sky Community team to help you.

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: New puck freezes and crashes when browsing

lettice — Sun, 15 Mar 2026 10:09:24 GMT

@LJ2392

By the way, rather than a physical unplug with glitches you encounter, you can do a restart via the Sky Stream settings.

Would suggest trying a restart of your Sky Stream box

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Different ways to get to the settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

Re: New puck freezes and crashes when browsing

LJ2392 — Sun, 15 Mar 2026 12:43:43 GMT

Hi, thanks for raising the issue, much appreciated! Good to know about the settings, though often it has crashed and is unresponsive. Thanks again!