topic Re: Sky Puck constantly needs resetting in Sky Stream

Sky Puck constantly needs resetting

JMC03 — Wed, 09 Sep 2026 17:34:27 GMT

I had my puck replaced within the last few weeks as it wouldn't switch on. I received my new puck, set it up and all was well....for a few days!
I'm now finding that I have to reset my puck at least once a day, usually requiring me to re-register it to my account. The box just goes blank- no lights or activity at all.
I've checked my broadband speed which is fine, have regularly been restarting the puck through the settings but nothing is solving this issue. The remote is working as I use it to adjust the volume on the tv.
I've tried troubleshooting through my account but keep getting a message saying the puck has been online within 2 hours and they cannot detect a fault. I'm at my wits end with this- never had a problem until recently and now seriously considering other options when my contract expires.

Re: Sky Puck constantly needs resetting

Stephen+Mourton — Wed, 09 Sep 2026 18:07:10 GMT

@JMC03 You may have tried this already but just to check. Instead of restarting via the Settings, have you unplugged the puck from the power and then turn it back on?

Re: Sky Puck constantly needs resetting

JMC03 — Wed, 09 Sep 2026 18:12:44 GMT

Hi, yes I try this and it still won't switch on so I have to do a full reset to get it powered up

Re: Sky Puck constantly needs resetting

GD1 — Wed, 09 Sep 2026 18:17:59 GMT

@JMC03 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

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

Be reassured the email & message is from Sky and your details are safe and secure.
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

Re: Sky Puck constantly needs resetting

Coley-W95 — Thu, 10 Sep 2026 09:40:48 GMT

Thanks for escalating this. We’ve sent @JMC03 an invite to chat.

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