topic Re: Puck crashing in Sky Stream

Puck crashing

Chrisd1981 — Wed, 08 Apr 2026 17:39:56 GMT

Just got sky stream puck and surprise surprise like everything from sky out of box it just crashes every few minutes. Hard reset , update all done and still crashs

Re: Puck crashing

mikealanr — Wed, 08 Apr 2026 21:31:39 GMT

Hi @Chrisd1981

You will need to provide more details. What do you mean crashes? What step of activation do you get up to? Does your broadband meet the minimum requirements of 25Mbps for HD and 30Mbps for UHD? Who is your ISP? What speed is your puck getting (run a speed check in netflix (profile pic > get help? > Connectivity check)).

Remember we are fellow customers not sky support so.we need as much detail as you can to be able to help.

MikeAlanR

Re: Puck crashing

Chrisd1981 — Thu, 09 Apr 2026 00:38:30 GMT

Hello mate , we received it today and installed it. When on the main screen it freezes , remote stops working ,won't turn off and has to be turned off at wall. I updated software, tried a fresh install and it still crashes. Just freezes and at one point screen flashed green like it had a video error and turned off. It's in a location where there is plenty of space , so no overheating and our internet is good .

Re: Puck crashing

Chrisd1981 — Thu, 09 Apr 2026 22:40:59 GMT

Any sky reps help ? . It seems the puck is faulty as installation is fine until content loads . Tried several times. I might just cancel contract if nothing.

Re: Puck crashing

lettice — Fri, 10 Apr 2026 06:02:48 GMT

@Chrisd1981

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 crashing

LJB-C — Fri, 10 Apr 2026 08:38:45 GMT

Thanks @lettice for escalating this. We’ve sent @Chrisd1981 an invite to chat.

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

Re: Puck crashing

Chrisd1981 — Fri, 10 Apr 2026 18:04:44 GMT

Thanks guys talking to them now. Why doesn't sky have live chat 😆