topic Re: TV can't find puck in Sky Stream

TV can't find puck

BecclesBen — Thu, 30 Jul 2026 14:13:04 GMT

Worked when I first set it up, now not working 1 hours after turning tv off

Re: TV can't find puck

GD1 — Thu, 30 Jul 2026 14:15:31 GMT

@BecclesBen Have you cycled through the HDMI inputs using your TV remote to slect the correct input?

Re: TV can't find puck

BecclesBen — Thu, 30 Jul 2026 14:22:26 GMT

It knows there's 'something' plugged in as I swapped the port and it knew but the puck won't activate - there's a white light underneath - not sure what colour that should be?

Re: TV can't find puck

GD1 — Thu, 30 Jul 2026 14:27:48 GMT

@BecclesBen Did you have it setup & working previously?

Re: TV can't find puck

lettice — Thu, 30 Jul 2026 14:52:27 GMT

This is often a case of the puck getting stuck in a standby type state.

Have a read of this Sky help article, namely performing the recovery procedure on step o 4;

https://www.sky.com/help/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-sky-stream-...

Re: TV can't find puck

BecclesBen — Thu, 30 Jul 2026 17:50:11 GMT

I tried that - thanks for sending the link - all seemed good - it even booted to the welcome page, then it went off again - can't find - check HDMI cable etc - tried 2 different cables - the brand new one and another one I had from the Virgin puck...

So pee'd off with this **bleep** technology

Re: TV can't find puck

BecclesBen — Thu, 30 Jul 2026 17:51:21 GMT

yes - when I first got it, I plugged it all in, went through the setup stuff and all was fine.

I then switched off the TV to go do some work, and turned it on again at lunchtime and it wouldn't work

Re: TV can't find puck

GD1 — Thu, 30 Jul 2026 17:51:55 GMT

@BecclesBen Sonething to check on the Samsung TV is UHD color activated on the HDMI inputs in the General settings?

Re: TV can't find puck

BecclesBen — Thu, 30 Jul 2026 17:54:15 GMT

how did you know I had a Samsung TV?? - anyway - i'll check that - but as I said, it was working fine then not. I've plugged the old Virgin puck back in now and it just worked (albeit I had to wait a couple of minutes for it to start which is usual - and annoying)

Re: TV can't find puck

GD1 — Thu, 30 Jul 2026 17:55:28 GMT

@BecclesBen Lucky Guess 🙂

Re: TV can't find puck

BecclesBen — Fri, 31 Jul 2026 20:38:04 GMT

I manged to get a whole 3 minutes of tv then it shut itself off again.

Man this is so frustrating

Re: TV can't find puck

BecclesBen — Fri, 31 Jul 2026 20:44:50 GMT

I've been switching it off at the wall and on again and it works for a few minutes then disconnects

Re: TV can't find puck

lettice — Sat, 01 Aug 2026 05:50:24 GMT

@BecclesBen

Think it's best you work with Sky to fix, could even be a replacement needed.

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: TV can't find puck

lainys — Sat, 01 Aug 2026 09:04:59 GMT

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

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

Re: TV can't find puck

BecclesBen — Sat, 01 Aug 2026 11:31:31 GMT

I see your message, but no chat bubble as expected (i've tried on Chrome and my andriod phone).

I tried to reply to your message, but it complains asking me to fix teh highlighted issue - of course, there's no highlighted issue.

Quickly losing faith with Sky.....

Re: TV can't find puck

BecclesBen — Sun, 02 Aug 2026 07:49:00 GMT

Your system is seriously hard to navigate at every step - I think i've had enough with trying to use sky (after only a few days) and will be sending my equipment back...

Re: TV can't find puck

GD1 — Sun, 02 Aug 2026 08:49:59 GMT

@BecclesBen You need to use the chat bubble, you can't use the PM system.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

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

Also just sending equipmentn back won't cancel your services you will need tospeak to Sky first.

Re: TV can't find puck

BecclesBen — Sun, 02 Aug 2026 08:47:54 GMT

there is no blue bubble