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.