My new sky stream puck keeps going back to menu in tye middle of programmes why?

[Bigal66]

Hi mark , yes Wi-Fi has always been switched off . Netflix prime and the other apps work fine . It's definitely a sky problem . Absolutely pathetic service 🤬

[Ml101]

Quick update. Sky technical glass team finally got back to me (via 1st line rep) from the inital call last Thursday reporting this issue.. Their only question.. what broadband provider do you have and have you called them to check if you have internet issues.. I am lost for words at how poor this is being handled by Sky. It's been a week and no progress at all it seems. For reference I am with B4RN already worked with B4RN, no issues on my line, no issues with any other device or application using B4RN, just the Sky pucks. Not saying B4RN may need to make a config change at the end of this, but Sky need to look at this much deeper and provide reasoning for their request for information, especially considering how many are reporting this now. The reasoning may help us all piece this together. 

The poor first line rep did their best with very little to work with. I pointed them at this forum to try and nudge this along for all, as there is some good information here they will need.

I am now providing all my serial numbers and build versions from all six pucks, to see if they can try and find a common theme from others boxes too. There seems to be very little progress so far on this, but my ticket with Sky has now moved to another department in Sky. I asked what this department does as a role, the rep didn't know. All they did know is it means my ticket will now no longer be handled by the 1st line team. If I get any further updates I will keep posting here. Just incase it helps any of you when talking to Sky too. 

[MarkGoldsmith]

---

@Ml101 wrote:

Quick update. Sky technical glass team finally got back to me (via 1st line rep) from the inital call last Thursday reporting this issue.. Their only question.. what broadband provider do you have and have you called them to check if you have internet issues.. I am lost for words at how poor this is being handled by Sky. It's been a week and no progress at all it seems. For reference I am with B4RN already worked with B4RN, no issues on my line, no issues with any other device or application using B4RN, just the Sky pucks. Not saying B4RN may need to make a config change at the end of this, but Sky need to look at this much deeper and provide reasoning for their request for information, especially considering how many are reporting this now. The reasoning may help us all piece this together. 

The poor first line rep did their best with very little to work with. I pointed them at this forum to try and nudge this along for all, as there is some good information here they will need.

I am now providing all my serial numbers and build versions from all six pucks, to see if they can try and find a common theme from others boxes too. There seems to be very little progress so far on this, but my ticket with Sky has now moved to another department in Sky. I asked what this department does as a role, the rep didn't know. All they did know is it means my ticket will now no longer be handled by the 1st line team. If I get any further updates I will keep posting here. Just incase it helps any of you when talking to Sky too. 

---

FYI similar issues have been seen on this forum before with other ISPs, and it's almost always been a change at the ISPs end that has caused it.

[Ml101]

@MarkGoldsmith Thanks, I saw this answer on another post in the glass forum (may have been you there too). That's fine by me if it's B4RN, but I need to know what B4RN need to check/change for them to be able to action it. If you are saying this has been seen before and it's normally smaller ISP Config/network, it's beyond me why Sky have not provided me (or directly to B4RN) the items to check at any point this week... 

with that said I thought I saw a post earlier say someone is seeing this on skys own broadband too.

B4RN have some of the best customer support I have seen in any company, let alone for an ISP. If anyone has this information, more than happy to drive this and work with them to at least tick this off the list for us 🙂

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for your patience, whilst our engineers continue to investigate the problem. They have asked everyone to carry out the recovery process below.  If you've attempted this when calling in, please do this again.

Recovery Process for Glass & Stream.

1. On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
2. Switch off the Glass/Stream puck at the mains. There's no need to unplug it.
3. Press and hold the Standby button on the bottom of the Sky Stream puck/side of the Glass TV.

4. Keeping your finger on the button, switch the power back on at the mains and wait until you see the LED lights flash different colours, then remove your finger.
5. Let the Glass TV/Stream puck complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.
5. Switch the Glass TV/Sky Stream puck back on and follow the on-screen steps to set it up. For help, see the Setting up Sky Glass article.

Can you let us know how you get on by posting in this thread. If the problem hasn't cleared, can you answer the following questions please?

• Can you stream any live TV or on demand content?
• Can you use voice search to get to content?
• Can you get to any apps and use them?
• Does the issue happen intermittently?

The post has been marked as answered, not because we've fixed the issue, but to let people know the most up-to-date information. The investigations are ongoing.

[Ml101]

@KevNewMedia Hi, thanks for the update! Have Sky changed something particular to warrant me doing this again to all 6 pucks today? Looking for us all to pull down a particular build version? I have hard and soft reset all of the pucks multiple times over the past week (all six at once on Tuesday with the sky rep on the line). It made no difference at all to the problem. I just wanted to understand why we are being asked to do this before I rest the pucks. Each reset means I have to spend time setting them all back up with TV's amps, soundbars etc. I have done that 4 times to all 6 pucks in the last week (from testing with sky)

Just for reference, all my pucks have worked as they should for the last 24-36 hours. I am getting a home screen on all now. Nothing has changed on my end since Tuesday's hard resets, just left them all online and they jumped into life and have managed to maintain functionality since

I have a mix of build versions

Two pucks running: 

QS025.016.00P

Four Pucks Running

QS024.012.00P

All pucks were last hard reset within 15 minutes of each other on Tuesday

Thanks

[KevNewMedia]

Hi @Ml101 

We haven't carried out any changes at this end and continue to investigate. We are concerned that the recovery process may have not been carried out as we'd have expected, and so wanted to make sure everyone had tried it with the steps in front of them.

Is everyone else working OK?

[Bigal66]

@KevNewMedia Done the reset and definitely working a lot better now .. fingers crossed that's it sorted 🙂

[SilverTurtle]

Hi, Thank you very much. I was able to reset my sky puck after following these steps.