Can’t get Sky stream puck working

[Hannah108]

I'm a completely new Sky customer and I'm frankly at my wit's end. Signed up for broadband and streaming - the broadband was activated today, and I set up the router without problem. However, the streaming puck is an absolute nightmare - it initially seemed to set up OK, but when I went out and came back and turned it back on I got a few seconds of TV before a blank screen with 'please wait for the programme to load' on all channels. I have tried rebooting both the puck and the router (switching off at the wall and leaving for a few minutes before switching back on again) and also tried switching between wi-fi and ethernet (via power line adapters) but the best I could get was a screen that pixellated and the sound cut out regularly on wi-fi. Resorted to a factory reset and now I'm stuck on a link your account page - when I go to the website to activate with the code, I log in and then get an 'oops there's been a problem' message. If I try to skip activation I just get a page telling me to link my account- I can't access any TV. 
Tried to speak to someone on the phone twice without success (I just ended up with text

messages telling me to look on the website which is beyond frustrating), and the chatbot was useless as well. 
At this rate the whole lot is being boxed up and sent back

to Sky as I'm so unimpressed with the product and the customer service right now, so this is my

last hope!

[MarkGoldsmith]

For your initial problem, when you used the power line adapters did you disable the WiFi in the puck's network settings? If you didn't do this then even though you had the Ethernet cable plugged in the puck would have defaulted over to use the WiFi. It's best to disable the WiFi, reboot the puck and then test the connection with Ethernet.

For your other issue that sounds like it's been caused by the factory reset. Typically factory resets should only be done when instructed to by Sky employees as sometimes when doing the reset it may not be able to successfully update your account to unlink your puck therefore preventing you from registering it. The only solution to this unfortunately is to phone Sky so they can ask the relevant backend team to manually perform the unlinking. When phoning either try to say nothing and it should get you through to an agent or alternatively when it tries to send you a link to a help article say No and that should hopefully also get the call redirected to an agent.

[Hannah108]

Thanks for the response- tried turning off the wi-fi but no joy. I think I'm just going to return the lot - life's too short to fight crap customer service and this doesn't bode well for the next two years of my contract!

[Exiled-in-HH]

If you want access to Sky's subscription channels ... the NOWTV app works well on many TVs and other streaming devices ... and almost all broadcasters have their own apps😉

[Hannah108]

I currently have a Sky Puck, connected to Sky Broadband using wi-fi from a Sky Max router. My internet strength is c. 72mbps.

After a nightmare set up and long phone call to Sky, I managed to get my puck set up two weeks ago. However, the picture kept freezing and sound dropping out, and the wi-fi speed reaching the puck (measured in the Netflix app) was only around 13mbps (despite it being c 72mbps when running a broadband speed checker on my phone and laptop). I'm not very technical, but I managed to log into the router settings, and saw that the puck was on the 2.4ghz band. I switched the router and puck off and on again, and this seemed to fix it - the speed reaching the puck was around 70mbps and when I looked in the router settings it was on the 6ghz band.

It's worked pretty much perfectly since, but this evening it was back to the freezing picture and sound dropping out, and the speed showing in Netflix was only 15mbps. I checked the router settings and it was back on 2.4ghz. Tried switching on and off again, but no success. Finally held down the WPS button on the router for a long time, which seemed to reset the router - this seemed to work, and the puck was back on 5ghz.

A couple of questions:

• Am I right in thinking that the puck should be on 5ghz rather than 2.4ghz?
• Did what I do with the WPS button actually fix my issue, or was that a coincidence?
• Is there any way to force the puck to stay on 5hz? I'm sure I remember being able to change this manually on previous routers, but it doesn't seem to be an option now. I don't really understand why the puck would move between bands.

Incidentally, I can't get the puck to connect via ethernet (via power link adapters) - it gets stuck on obtaining IP address then fails. I did get a message once about the router settings may need to be updated to allow it to assign an IP address (I think).

[GD1]

@Hannah108   Did you not follow the advise providec in your previous post raised a couple of weeks ago?

If you're only getting 13mbps to the puck then wifi is the issue so use powerline adapters or ethernet

[Hannah108]

Did exactly as advised and until today was getting around 70mbps to the puck. As stated

previously it won't connect via ethernet.