topic Re: Sky Stream puck disconnecting and freezing in Sky Stream

Sky Stream puck disconnecting and freezing

AlanC2468 — Sun, 12 Apr 2026 17:39:39 GMT

Hi, we have 2 pucks in the house, one keeps freezing on start up, message says it's not connected to the WiFi but when I go settings it has an excellent connection. I refresh apps and reset and everything works again, I have to do this daily, sometimes more than once.
The puck is 6ft away from the router and direct line of site, I've just spent the last 20mins getting connected today, very frustrating, the other puck works fine.

Re: Sky Stream puck disconnecting and freezing

Chrisee — Mon, 13 Apr 2026 07:24:01 GMT

@AlanC2468 try setting the puck to stay networked in standby thecswitch is in the Start up and `standby settings menu.

Re: Sky Stream puck disconnecting and freezing

_Claire — Mon, 13 Apr 2026 08:55:29 GMT

Hi @AlanC2468 I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141