New customer with sky streaming set up issues, can anyone help please?

[Stupidstu]

hello,

 I have got my first sky streaming account and my new puck and controller arrived promptly the following day.

I followed the instructions and plugged ni the puck to  the power socket and hdmi socket in the tv.

I procedded to switch on the puck after start up  the screen says  "system checking" and eventlly says sky is experiecning technical problems currently?

is this the case as ive been trying for 3 days to connect sky but am failing misrably,

 Ive follwed the trouble shooting guides and have reset the puck and the controller, then the screen says updating however i have not even got to enabling my home wifi or password  onto the sky puck as yet.

Im now going round in circles and cant get through to any human  engineer and the chat bot didnt understand and kept sending me back to the troubl shooting page.

Can any of you clever folks advise me into setting up my sky stream puck as im stuck... ? 

thankyou in advance for your time reading this. stu

[MarkGoldsmith]

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@Stupidstu wrote:

hello,

 I have got my first sky streaming account and my new puck and controller arrived promptly the following day.

I followed the instructions and plugged ni the puck to  the power socket and hdmi socket in the tv.

I procedded to switch on the puck after start up  the screen says  "system checking" and eventlly says sky is experiecning technical problems currently?

is this the case as ive been trying for 3 days to connect sky but am failing misrably,

 Ive follwed the trouble shooting guides and have reset the puck and the controller, then the screen says updating however i have not even got to enabling my home wifi or password  onto the sky puck as yet.

Im now going round in circles and cant get through to any human  engineer and the chat bot didnt understand and kept sending me back to the troubl shooting page.

Can any of you clever folks advise me into setting up my sky stream puck as im stuck... ? 

thankyou in advance for your time reading this. stu

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I'd suggest seeing if you can get past this step by connecting it to your router via an Ethernet cable and seeing if that will get the initial update completed.

This is a known issue Sky are aware of and investigating and connecting via an Ethernet cable is the suggested workaround for the moment.