topic Puck crashing and screen going black in Sky Stream

Puck crashing and screen going black

autumnsymphony — Wed, 01 Jul 2026 15:48:36 GMT

i have had nothing but trouble with my puck - it's turning off after around 30 minutes with the screen going black and then nothing.

i have followed every single help issue i could see and i have done a soft reset - still the same. i have done a full factory reset - still the same.

i have 'chatted' to an advisor who wanted me to go through all the trouble shooting all over again and send more pictures to them of my set up - these were sent in April of this year and as they refused to give me a replacement puck i cancelled my multi-room so im now using the puck that was in the bedroom. i can't belive that this is now faulty. i have done the full turn off and hold the button and plug in to force a software update and still nothing is different. it is showing full wifi signal and isn't hot, just a bit warm.

i am at my wits end as they now want me to run if off an ethernet cable - which when i have a disabled mother aged 89 living here and the way the room is set up for her and her walking aid a cable isn't an option.

i have been a customer with sky for over 16 years and the hoops you have to jump through to prove you can't watch what you pay for is awful customer service.

help - all i want is a puck that works

Re: Puck crashing and screen going black

Sky_Gee — Thu, 02 Jul 2026 11:14:27 GMT

Hi @autumnsymphony , 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 crashing and screen going black

autumnsymphony — Tue, 07 Jul 2026 21:34:02 GMT

I answered the message but have heard nothing since.

Over 10 times today the puck went off to a black screen and rebooted itself. Time to cancel and get a reliable service

Re: Puck crashing and screen going black

Jason- — Wed, 08 Jul 2026 08:15:37 GMT

Good Morning @autumnsymphony, apologies for the delay in getting back to you and that you're still having problems with your Puck.

We'll be in touch shortly via private chat to help get this sorted for you.

Thanks, Jason-