topic Re: Sky puck replacement in Sky Stream

Sky puck replacement

Morrow — Wed, 20 May 2026 16:44:28 GMT

Our Sky puck has been disconnecting from our WiFi. I have done a complete hard factory reset but to no avail. I have spent the last two hours trying to get through on chatbots to Sky but a complete waste of time. Why do they treat their customers so badly?

Re: Sky puck replacement

GD1 — Wed, 20 May 2026 16:50:55 GMT

@Morrow You should not be doing a hard reset as this will likely cause your puck to be unlinked from your account, a full reset should only be done if Sky ask you to on the phone.

If the puck is disconnecting from your wifi it may suggest a poor signal where the puck is?

Have you tried ethernet between the puck & router/hub?

Re: Sky puck replacement

Morrow — Wed, 20 May 2026 17:56:34 GMT

1. I have successfully relinked the puck to my account with no issues.

2. The puck was originally connected by ethernet to our router. When it kept disconnecting from the ethernet we pulled out the ethernet cable and connected it to the wifi. The signal is very strong, indeed we have a second puck connected to the wife which has never given any problem. It works for a couple of hours and then disconnects.

It was only after trying a couple of resets through the Sky settings page that we resorted to the hard reset.

Re: Sky puck replacement

GD1 — Wed, 20 May 2026 18:33:57 GMT

@Morrow To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Sky puck replacement

ItWasAllMichele — Wed, 20 May 2026 18:45:05 GMT

Thanks for escalating this @GD1. We’ve sent an invite to chat to @Morrow.

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

Re: Sky puck replacement

Morrow — Sun, 24 May 2026 07:21:10 GMT

Sunday 24 May. Having to go through setting up Internet every morning. Please help!!

Re: Sky puck replacement

Mark39 — Sun, 24 May 2026 10:13:18 GMT

@Morrow what were Sky's suggestions in the chat they arranged for you?

Re: Sky puck replacement

Morrow — Sun, 24 May 2026 10:17:03 GMT

Nothing! That is what is so frustrating. At least 4 agents (?) seem to have been involved and each time they keep asking for all my account details.

Tomorrow I will be seeking legal advice as this is clearly a breach of contract.

Re: Sky puck replacement

purpleparrotuk — Sun, 24 May 2026 15:01:56 GMT

What brand router do you have?

Re: Sky puck replacement

Morrow — Sun, 24 May 2026 20:45:52 GMT

Not Sky broadband, which is where the problem might lie, as I suspect they deliberately create problems for customers who aren't Sky broadband customers. This was certainly our experience with them when we were still using SkyQ. In answer to your question we have a 5Gb connection from Eir here in Ireland.

Re: Sky puck replacement

Mark39 — Sun, 24 May 2026 21:05:01 GMT

@Morrow wrote:

Not Sky broadband, which is where the problem might lie, as I suspect they deliberately create problems for customers who aren't Sky broadband customers.

@Morrow Puck works fine on my non-Sky 65Mpbs broadband connection.

Re: Sky puck replacement

LouM2912 — Mon, 25 May 2026 14:46:16 GMT

Also having this issue on one of our pucks even though when it connects, it shows the WiFi connection as 'Excellent' - its only in the room next to the wifi router. Occasionally the puck will connect but most of the time it will not automatically connect. My solution was to switch it with another puck and use ethernet in the faulty one which has solved the issue for us but the wifi is definitely not working correctly in the first one.

Re: Sky puck replacement

AceRimmer — Mon, 25 May 2026 15:22:20 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