Need a replacement puck

[Vannor]

Signed up to Sky this week and have three pucks and one is faulty - lots of buffering and won't turn on or off. What's the easiest way to get a replacement?

For info - the puck fails in all three rooms I've tried it in and the other two work fine.

[lettice]

It could be that the puck is stuck in a standby state.

Have a read of this Sky help article, namely performing the recovery procedure on step 4;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

[Vannor]

Sorry - I should have been clearer - it does turn on eventually but takes a munute or so.

[lettice]

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@Vannor wrote:

Sorry - I should have been clearer - it does turn on eventually but takes a munute or so.

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That's ok, try the recovery procedure anyway and see if that helps.

If not, come back here and we will escalate to Sky for you, for some help or a possible replacement.

[Vannor]

Factory reset the puck and it crashed after a few seconds scrolling down the home page.

[Vannor]

Found a phone number and a replacement puck arrived this morning with a £10 credit.

[moomoo77]

What phone number did you use? as same issue with my 1 week old puck, spoken to someone at sky that reset it etc, told to try to see if it resolved but still happens regularly,