topic Re: Sky Streaming PUK device freezes in Sky Stream

Sky Streaming PUK device freezes

ZAhmed5373 — Wed, 12 Aug 2026 14:16:33 GMT

I have recently taken on Sky Streaming and they have sent me a PUK device. It arrived yesterday in the post 11 Aug 2026.

My broadband is with EE and i'm currently on Full Fibre 150. I have carried out speeds tests and i'm consistently getting 150 mbps.

I had raised the issue EE. EE attempted to connect the PUK device over 2.4GHZ (initally it was 5 GHZ) but this did not work so they reactiviated the 5GHZ connection

When I attempt to watch any of the channels, the load for a few seconds and then freeze and the device becomes unuseable. I've also observed that the device freezes in it's entireity.

Re: Sky Streaming PUK device freezes

Gincap — Wed, 12 Aug 2026 14:25:17 GMT

https://helpforum.sky.com/t5/Sky-Stream/QS040-040-00P-Issues/td-p/5340063

There are issues with the latest software version which sounds like your issue but your problem could be something else. Check your software build just in case.

Re: Sky Streaming PUK device freezes

ZAhmed5373 — Wed, 12 Aug 2026 14:33:35 GMT

Thanks for the response, how do i check the SW build version?

I assume it would be via the UI but that's currently unusable. On the PUK Device I can only see the serial number and the model number.

Re: Sky Streaming PUK device freezes

Gincap — Wed, 12 Aug 2026 14:51:05 GMT

Press three dots ... Top left remote

Go to settings

System management

System info

Re: Sky Streaming PUK device freezes

ZAhmed5373 — Wed, 12 Aug 2026 14:54:59 GMT

interestingly for me, when pressing ... nothing happens nor does anything else on my remote.

The only thing that works for me is the volume control and the mute.

I even tried pressing 1 & 3 to try and reset the remote but no luck.

last night when i tried, I was at least able to navigate to the different tiles in the UI but this does not seem to be the case today.

I'm confident it's not a remote issue.

Re: Sky Streaming PUK device freezes

MarkGoldsmith — Wed, 12 Aug 2026 15:00:51 GMT

Also worth noting that you wouldn't be the first customer to complain about having issues specifically with EE and the sky streaming platform.

If you do a search on the forum for EE on the Sky Stream or Sky Glass boards you will see a number of customers posting various problems which i think was related to the EE hub.

Not to say that is definitely the cause of the issue you are having, but its worth checking out in case it is.

Re: Sky Streaming PUK device freezes

Gincap — Wed, 12 Aug 2026 15:01:45 GMT

Give sky a call could be a faulty puck. Also unplug it give it a mo and try again if no luck....

Re: Sky Streaming PUK device freezes

ZAhmed5373 — Wed, 12 Aug 2026 15:11:08 GMT

The hub I have is actually from BT when I was a BT customer. When it was re-branded or when BT was taken on from EE, it was never changed. Do you think that could also be an issue?

Re: Sky Streaming PUK device freezes

ZAhmed5373 — Wed, 12 Aug 2026 15:11:37 GMT

I would, but I have no idea how to get through to a human at sky😁

Re: Sky Streaming PUK device freezes

Gincap — Wed, 12 Aug 2026 15:14:39 GMT

Give Sky a call and just say you want cancellation s you'll get someone.