topic Re: Sky stream puk issue in Sky Stream

Sky stream puk issue

crazy-lady — Thu, 17 Sep 2026 14:53:50 GMT

First the picture froze, tried various resets and can't even get to Home Screen now. The sky installer thought it wasn't doing what it should so we used the second puk for the main tv on the initial install. The second puk is used in the bedroom. It worked ok for a short time then started freezing.tried all the various resets and it has got even worse. It doesn't even get to the home page now. Can you please replace this puk.

Thanks

Re: Sky stream puk issue

Angel_Aka — Thu, 17 Sep 2026 14:56:17 GMT

@crazy-lady wrote:
First the picture froze, tried various resets and can't even get to Home Screen now. The sky installer thought it wasn't doing what it should so we used the second puk for the main tv on the initial install. The second puk is used in the bedroom. It worked ok for a short time then started freezing.tried all the various resets and it has got even worse. It doesn't even get to the home page now. Can you please replace this puk.
Thanks

You'll need to call Sky for Stream puck replacements.

Re: Sky stream puk issue

lettice — Thu, 17 Sep 2026 15:02:36 GMT

@crazy-lady

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: Sky stream puk issue

Brill+Gill — Thu, 17 Sep 2026 15:04:12 GMT

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

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

Re: Sky stream puk issue

PipC — Thu, 17 Sep 2026 15:41:41 GMT

We had a similar issue, ended up, completing a full reset, the main puck was connected via Ethernet, and turned off the WiFi on it. The second puck weirdly started being good after a day.