20 Nov 2023 08:13 PM
I cannot watch anything on my new sky puck, it has connected, I can see my home page but programmes will not load.
21 Nov 2023 08:56 AMPosted by a Sky employee
Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.
Just look out for the colourful bubble to start the conversation.
Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
21 Nov 2023 09:34 AM
A couple of things you could try whilst you wait for Sky Team to contact you.
Have you tried a reboot of the sky stream puck? You can do this by unplugging the device, or switching the plug off, wait at least 30 seconds ( you need to allow for the power to drain from it to ensure its powered down), then plug it back in. This reboot seems to be quite common for new pucks, i had to do the same thing 3 times over my first 4 days of using Sky Stream but i've not had to reboot it once in the following week since.
The issue could also be the internet speed the puck is receiving. Testing this is quite easy, if you open the Netflix App, navigate to Get Help, and go to Check your network. This will run a connectivity check of the network from your puck and show you the connection speed in Mbps. This speed should be at least 30 Mbps which is the minimum recommended speed for Sky Stream if its less than that, that is likely the problem. If it is less than 30 Mbps i'd suggest trying to plug your sky stream directly into your router via an ethernet cable and see if that improves the speed ( you can rerun the speed test to confirm). If it does then the issue is with your WiFi network and that where you stream puck is located in your house doesn't have a strong enough WiFi signal.
23 Nov 2023 11:51 AMPosted by a Sky employee
We are still looking to help you @Michael2544 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks