topic Re: Sky stream puck kept freezing! in Sky Stream

Sky stream puck kept freezing!

Dave2710 — Tue, 21 Apr 2026 17:56:13 GMT

I am starting to regret joining this broadband and essential tv last week. I recently received a new sky stream puck last Wednesday. After a while of setting it all up and ready, it works for about half n hour but then it just constantly freezing and the tv screen kept going blank. I have reset, reboot, everything I've tried to get it to work but it's still the same problem over and over. I have spoke to couple of people online chats last Friday and today. Honestly it got me really frustrated after spent over 2 hours of both time trying to sort this out with someone. Today, I was cut off from the online chat cos their shift had ended and won't be able to help till the next morning. How annoyed. The thing is I'm working all day tomorrow so I won't be able to get this sorted. I kept telling them the puck had to be faulty and need replacing but it seems they are trying to avoid sending the replacement and constantly telling me going through the set up. Try this, try that and see if it work. But I have already tried this and that many time and it still no different.

Re: Sky stream puck kept freezing!

Hunter2660 — Tue, 21 Apr 2026 18:13:23 GMT

First up can you check the speed the puck is getting. Open the Netflix app, (on the puck), go into settings, then check your connection. The minimum speed you should be getting is 25mbps.

Re: Sky stream puck kept freezing!

Dave2710 — Wed, 22 Apr 2026 18:35:37 GMT

It shows 307 mbps

Re: Sky stream puck kept freezing!

Dave2710 — Wed, 22 Apr 2026 18:41:13 GMT

Went online chat again today, another 2 and an half hours of trying to solve this. Still having the same problem till they cut me off again cos their shift had ended. My head gonna explode 🤯

Re: Sky stream puck kept freezing!

Hunter2660 — Wed, 22 Apr 2026 20:30:19 GMT

Just curious, do the apps work without issue? I had something similar with a puck I ordered a while back, a replacement puck solved the problem

Re: Sky stream puck kept freezing!

Dave2710 — Wed, 22 Apr 2026 21:00:11 GMT

I can't even click on anything. Every time I press a button on the remote, it freeze. And the tv screen went totally blanked. I have asked twice for puck replacement cos I'm pretty sure it's faulty but they seems to try and avoid me having a replacement. It been about 6hrs in 3 days of dealing with this on the online chat. It's getting ridiculous. I'm giving this one more try then I will make complaint to the HR about it

Re: Sky stream puck kept freezing!

lettice — Thu, 23 Apr 2026 06:28:40 GMT

@Dave2710

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: Sky stream puck kept freezing!

_Claire — Thu, 23 Apr 2026 09:12:00 GMT

Thanks for escalating this @lettice We’ve sent @Dave2710 an invite to chat.

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

Re: Sky stream puck kept freezing!

trotski08 — Thu, 23 Apr 2026 09:17:57 GMT

Hi. Just seen this, and I have exactly the same problem. I have three pucks and the other two work fine. This one is the closest to the router and is picking up the internet at 480mbps. Constantly freezes/goes blank and needs rebooting - live chatted and got nowhere. I would like another puck for a room I have just done up but hesistant to pull the trigger on that if this is as good as it gets! Can this be escalated somehow as dealing with sky is, as ever, a painful experience!

Re: Sky stream puck kept freezing!

Hunter2660 — Thu, 23 Apr 2026 18:13:00 GMT

@trotski08 wrote:
Hi. Just seen this, and I have exactly the same problem. I have three pucks and the other two work fine. This one is the closest to the router and is picking up the internet at 480mbps. Constantly freezes/goes blank and needs rebooting - live chatted and got nowhere. I would like another puck for a room I have just done up but hesistant to pull the trigger on that if this is as good as it gets! Can this be escalated somehow as dealing with sky is, as ever, a painful experience!

Have you tried swapping the iffy puck with a good one just to be 100% certain it is the puck?

Re: Sky stream puck kept freezing!

Dave2710 — Thu, 23 Apr 2026 20:31:35 GMT

I have been using the online chat to sky expert that you suggested tonight about 6.30pm for 2 and an half hours. Their reponsive is terrible. Every messages I sent after their reponse, I waited between 10 to 30mins each time till they reply back again. Nothing had be resolved tonight as the office was closed again. This is the 3rd time it happened. It's not acceptable. I will be making a complaint as this had been going on for nearly a week and nothing had been sort it

Re: Sky stream puck kept freezing!

Dave2710 — Thu, 23 Apr 2026 20:35:34 GMT

@_Claire I have been using the online chat to sky expert that you suggested tonight about 6.30pm for 2 and an half hours. Their reponsive is terrible. Every messages I sent after their reponse, I waited between 10 to 30mins each time till they reply back again. Nothing had be resolved tonight as the office was closed again. This is the 3rd time it happened. It's not acceptable. I will be making a complaint as this had been going on for nearly a week and nothing had been sort it