New Sky stream customer and my puck freezes

[Davec62]

Morning all, I received my sky puck yesterday (I'm new to sky stream), I set it up, it did the software update, I got in and started using it, after 10 mins of the rugby it froze.

i turned it off and on several times, it showed the sky logo, black screen, sky logo, turned off.

i turned it off and left it an hour, investigated on here, did a factory reset holding the standby button down until the red/green light flashed. Entered all my details again, did the software update, watched 10 mins of the rugby and it froze again.

i know what your going to say, don't watch the rugby again lol

but seriously, I now have a puck that is back to doing the sky logo, black screen, sky logo, turns off

can anyone help please, it feels like a faulty puck to me ??

MTIA

Dave

[Anonymous]

When it froze, was it that the image was frozen or that the whole thing was frozen? Could you return to the home screen?

Were you watching on live TV or via an app?

You mention it brought up the Sky logo, could you clarify if that only happened once you turned it off and on again?

[Davec62]

The image froze, I was watching live TV, itv the first time and bbc the second time.

once the image froze I could do nothing at all, home button didn't work,, the only thing I could do was to turn it off.

the sky image/logo comes on in white, disappears to a black screen, does the same again and then powers off.

i'm wondering if the unit might be 2nd hand ? The underside didn't look new 

[Anonymous]

To me this does sound like a dodgy unit. I would recommend phoning Sky and ask for a replacement one.

[Davec62]

I managed to find a number and they put me through to tech support and they are sending me a new unit for tomorrow.

many thanks for your time