New Stream Customer - 2 out of 3 puks working

[LTM2019]

Frustrating. Stream fitted 04/08 & it's taken until today 07/08 to connect 2 puks. The remaining puk is not installing; tried the trouble shooting but tv screen remains on "Software uploading this may take a moment " nothing happens, even after hrs of rebooting nothing happens!!! The puk does look grubby underneath, we noticed this upon removal from box & I'm wondering if it's faulty. Anyone experienced these issues? Help please, I'm going round the bend.

Note I have spoken to Sky Technical support on 2 occasions who advise "there is an issue" & to keep trying & go onto this community chat. That's the help I was given. Very disappointing.

[Fothergill1]

Hi @LTM2019  If you are able to try connecting your puck by Ethernet and then rebooting it again.

If you are still having issues try the procedure in the following link which will take you through the recovery process (plus a little extra if that doesn't work):  https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

If you are still having issues after that then call Sky for some additional troubleshooting and if necessary a replacement puck.

[LTM2019]

Hi, thank you for the advice. I tried all again & still nothing. I'd already contacted Sky twice on trouble shooting so I'll have to contact again for replacement puk. Very frustrating.

[LTM2019]

Update; contacted Sky, got replacement puk delivered to my door with 24hrs (exchange puk that wasn't working) no need to return cables or remote. Plugged puk in tonight & works. Sky advised on t'call  that 30-40% puks are reconditioned / faulty.

 Customer service excellent & speedy.