Brand new puck - menu freezing - tried all the fixes!

[Kallais]

I'm new to sky stream. We have two pucks - the one in the living room works fine. But the one in my bedroom is connected but it's impossible to watch anything because the menu freezes when I'm selecting something to watch EVERY time so I have given up using it. 

I have tried all the known fixes I have found browsing this community. I've moved it to make sure there is no interference from anything else, the in,y thing it is near is my PS5 and I know that's not the issue because the downstairs one works fine sat nextto a PS4. I have also done the reset thing on it to see if that works but Nada!

Does anyone else have an ideas?

[BenJoBanjo]

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@Kallais wrote:

I'm new to sky stream. We have two pucks - the one in the living room works fine. But the one in my bedroom is connected but it's impossible to watch anything because the menu freezes when I'm selecting something to watch EVERY time so I have given up using it. 

I have tried all the known fixes I have found browsing this community. I've moved it to make sure there is no interference from anything else, the in,y thing it is near is my PS5 and I know that's not the issue because the downstairs one works fine sat nextto a PS4. I have also done the reset thing on it to see if that works but Nada!

Does anyone else have an ideas?

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What broadband speed is reported as being received by the puck? Run a network check from the Netflix app's help menu. 

[Kallais]

I've done this my wifi speed is very fast and it's fine

[Kallais]

It's 61.6 sorry should have said !

[BenJoBanjo]

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@Kallais wrote:

It's 61.6 sorry should have said !

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That should be more than enough, but Stream pucks can be very temperamental with speeds which fluctuate. If you get that speed continuously then it may be that you have a dodgy puck and will need to get it replaced by Sky. Alternatively, get some powerline adapters and run an ethernet cable to your router. 

[Kallais]

Decided to ring sky - they might be sending me a new puck because they can't figure out what the issue is either. Currently on hold. Thanks for your replies will confirm once fixed 🤠

[Kallais · Accepted solution]

They sent me a new puck and agreed it was a faulty one I had. Went through all the fixes first which I had done already but they could tell I had done them so it was painless and eventually they agreed to replace it.

New puck now arrived and works perfectly!!