topic Re: Need a replacement puck in Sky Stream

Need a replacement puck

Vannor — Sat, 11 Apr 2026 11:26:03 GMT

Signed up to Sky this week and have three pucks and one is faulty - lots of buffering and won't turn on or off. What's the easiest way to get a replacement?

For info - the puck fails in all three rooms I've tried it in and the other two work fine.

Re: Need a replacement puck

lettice — Sat, 11 Apr 2026 11:32:38 GMT

It could be that the puck is stuck in a standby state.

Have a read of this Sky help article, namely performing the recovery procedure on step 4;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/power-issue-help-sky-glass-sky-stream-puck

Re: Need a replacement puck

Vannor — Sat, 11 Apr 2026 11:38:46 GMT

Sorry - I should have been clearer - it does turn on eventually but takes a munute or so.

Re: Need a replacement puck

lettice — Sat, 11 Apr 2026 11:41:16 GMT

@Vannor wrote:

Sorry - I should have been clearer - it does turn on eventually but takes a munute or so.

That's ok, try the recovery procedure anyway and see if that helps.

If not, come back here and we will escalate to Sky for you, for some help or a possible replacement.

Re: Need a replacement puck

Vannor — Sat, 11 Apr 2026 13:10:29 GMT

Factory reset the puck and it crashed after a few seconds scrolling down the home page.

Re: Need a replacement puck

Vannor — Mon, 13 Apr 2026 10:55:28 GMT

Found a phone number and a replacement puck arrived this morning with a £10 credit.

Re: Need a replacement puck

moomoo77 — Mon, 13 Apr 2026 20:25:34 GMT

What phone number did you use? as same issue with my 1 week old puck, spoken to someone at sky that reset it etc, told to try to see if it resolved but still happens regularly,