topic Re: Frozen screen new Sky Stream Puck in Sky Stream

Frozen screen new Sky Stream Puck

Graham811 — Thu, 04 Jun 2026 17:53:21 GMT

Hi there...just received new sky stream puck as new customer. Tried to set up second TV in house and picture freezes, or screen goes black and or remote fails to work. Tried all reboots but no improvement. Swapped Pucks around and troublesome puck gives same difficulty on other TV.... do I need replacement equipment? All connectivity and broadband checks showing fine and other TV is working fine too

Re: Frozen screen new Sky Stream Puck

lettice — Thu, 04 Jun 2026 18:04:42 GMT

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: Frozen screen new Sky Stream Puck

ItWasAllMichele — Thu, 04 Jun 2026 20:00:37 GMT

Thanks for escalating this @lettice. We’ve sent an invite to chat to @Graham811.

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