topic Sky Puck - poor connection quality in Sky Stream

Sky Puck - poor connection quality

JimmyPee — Mon, 30 Mar 2026 21:11:13 GMT

We have recently stated using the Sky Puck. Tonight we are unable to watch apps or channels. I have restarted multiple time, checked and reset router and now connected with an Ethernet cable but still not working. Internet working fine on all other devices

Re: Sky Puck - poor connection quality

18gem — Mon, 30 Mar 2026 22:27:13 GMT

I am having the same problem since it was installed on Thursday 26th. I called customer service who told me to do a factory reset, having already gone through the unplug mentod reset 4 times. The factory reset worked for a day BUT the next day I had the same problem, and the porblem continues. I have to factory reset every day . Still trying to get a hold of someone in complaints. ???

It does say there is a problem with the device connecting to my wifi which has a strong signal. Hope this info helps

Re: Sky Puck - poor connection quality

Stephen+Mourton — Tue, 31 Mar 2026 16:18:27 GMT

There are two main reasons these things happen. Firstly a poor internet speed, go to the Help section on Netflix where you will find a speed test, try that and report back. The other reason is the positioning of the puck. I should stand alone with nothing touching it and at least six inches of space around it. Try repositioning it and see if that helps.

Re: Sky Puck - poor connection quality

18gem — Tue, 31 Mar 2026 16:24:23 GMT

Thank you for your reply. I have just this second arranged for a cancellation of contract. Sky admitted that they are not fully up to speed with accessibility user needs despite what their policy says . Good news is I now have a strong WiFi and tv situation sorted with another provider. Yes the signal was poor. Finally found that out today . Thank you everyone who helped these last few days . I do miss sky but alas no more.

Re: Sky Puck - poor connection quality

18gem — Tue, 31 Mar 2026 16:26:21 GMT

Oh and yes the position of the puck was at one end of the house and router at the other... blockage in way of signal .. my internal walls . Best of luck and thank you again