topic Sky Puck Connection Issues in Sky Stream

Sky Puck Connection Issues

CaitlinB — Fri, 22 May 2026 07:58:29 GMT

My sky puck is constantly crashing when streaming tv and being really laggy, I've tried the full restart by unplugging my router, tv and sky puck, my connection speed is around 282 mbhps and the puck isn't in a cupboard or anything it's just on a shelf, can anybody please help as it's showing as connection issues on the sky app but I can't seem to find anywhere for help with it. Thankyou!

Re: Sky Puck Connection Issues

lettice — Fri, 22 May 2026 08:51:00 GMT

@CaitlinB

Looks like you have tried most of what we would normally suggest on here.

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 Puck Connection Issues

Tommy2 — Fri, 22 May 2026 08:51:28 GMT

How far away is your puck from your router ? and whats the general WIFI signal like in that area ?

Re: Sky Puck Connection Issues

_Claire — Fri, 22 May 2026 09:08:46 GMT

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

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