topic Re: Sky puck freezing in Sky Stream

Sky puck freezing

Rej999 — Wed, 01 Jul 2026 20:55:02 GMT

Only had the Sky Stream puck and 150mb broadband for9 days. The first 6 days not one single problem. However now the puck streaming freezes and/or turns off randomly . It cannot be turned on/off again unless I unplug and plug back in. This is happening at least once an hour. I have been through every reset and suggestion from the online help but no joy.
spoke with sky support on chat and the best they can come up with is tha someone will get back to me in 72 hours!
This is a new product I purchased and seems unfit for purpose. Surely if they have checked everything and I have gone through all the hard resets etc and its still malfunctioning the first thing they should do is send me a replacement to see if that works.

i don't want to wait 3 days for them to get back to me and still have the same problem. Obviously I have the legal right to cancel but come on Sky it seems from the community this isn't an isolated problem with the puck. Had had Sky+ and basic broadband for nearly 18 years and can't remember any real issue with it at all in that time so it's really dissappointing to 'upgrade' and have all these issues.

Re: Sky puck freezing

mikealanr — Wed, 01 Jul 2026 21:04:47 GMT

Hi @Rej999

You can't really compare a system where the signal was delivered by satellite Vs one delivered by broadband. Given that you have had 9 days of stability it could be a faulty puck or it could be an issue with your broadband.

I.e. your router may have changed channels, there is contention on your connection etc.. when you say every reset? What have you actually done? Full factory reset? Just power cycling, or network reset? Have you tried using a ethernet cable and turning WiFi off on the puck settings?

Also if you don't want to wait the best way is to call sky. We are fellow customers here on the community. We can escalate your post to chat but it is not real time.

https://www.sky.com/help/articles/viewing-help

Contact number for sky in above link.

MikeAlanR

Re: Sky puck freezing

Rej999 — Wed, 01 Jul 2026 21:58:42 GMT

Thanks for the reply.

yes have done a hard reset /factory reset et al. , basically everything suggested by the sky help chat. The puck is connected via an Ethernet cable to the tv already.

every other device connected either by Ethernet or WiFi is functioning fine with no issues it is only the sky stream which leads me to believe it's the puck.
I would say that the customer really shouldn't be expected to do all these resets and try different permutations when they have purchased a new product and it was professionally installed. Yes issues occur but passing the buck back to the customer and putting the onus on them to try and solve something technical which may well be outside their limitations (I'm 92!) isn't good form on Skys part. I just want a product to work how I expect it to when sold to me.