topic Re: Puck goes to sleep in Sky Stream

Puck goes to sleep

Julie-10UK — Fri, 15 May 2026 15:54:10 GMT

Just joined Sky and my luck goes to sleep after 5-10 minutes on pause, when the TV turns off and when inactive at night.

Even after 10 minutes I can't wake it up without unplugging which is ridiculous.

I have changed the batteries, checked the puck settings and the TV settings as per the help guide and it's still happening.

What else can I try and franklynits ridiculous to have to unplug it every time you nip out of the room.

Thanks

Re: Puck goes to sleep

Allan95 — Sat, 16 May 2026 13:06:11 GMT

Hi there, 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

Re: Puck goes to sleep

Julie-10UK — Wed, 20 May 2026 16:01:23 GMT

Hi, I now have broadband again but I'm still having issues waking up pick despite doing a factory reset several times and updating software. Any help would be appreciated.

Re: Puck goes to sleep

Julie-10UK — Fri, 22 May 2026 12:10:29 GMT

All sorted with a new puck and working as it should!

Re: Puck goes to sleep

Morrow — Fri, 22 May 2026 14:48:09 GMT

We are having problems with a Sky Puck that keeps disconnecting from our WiFi. How did you get them to send out a new puck. They have shunted us off to a "discussion" with a Sky agent which is going nowhere.

Re: Puck goes to sleep

MarkGoldsmith — Fri, 22 May 2026 14:56:57 GMT

@Morrow wrote:
We are having problems with a Sky Puck that keeps disconnecting from our WiFi. How did you get them to send out a new puck. They have shunted us off to a "discussion" with a Sky agent which is going nowhere.

I would have thought you would need to go through all the various troubleshooting steps with a Sky rep, ( with the last one being potentially sending a replacement puck). I don't believe Sky would just send replacement pucks on request unless all troubleshooting steps had been completed whilst talking to a rep. ( as the potential ramifications of that would be customers constantly requesting new pucks, when in the majority of situations the puck would likely not be the issue).

Re: Puck goes to sleep

Amorrow — Fri, 22 May 2026 16:37:18 GMT

No, really, you don't say. I will bet you the price of a new puck if Sky or you, as an apologist for Sky, name me one procedure to try to fix the thing that we haven't already done.