New puck won’t connect

[KerryMason]

I have a new puck.. it has a black screen and white writing stating let's get connected and then nothing happens it just won't connect and then asks to do an update but as not connected to WiFi yet it can't 

[mikealanr]

Hi @KerryMason 

Try rebooting the puck by unplugging it at the mains for a couple of minutes.

Check to make sure all the paper tab is out the remote and that you are getting power to the remote (I.e is the back light working?). If that doesn't bring you any joy try resetting the remote:

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)

Press 1 and 3 together for three seconds (bluetooth mode) and follow any on-screen instructions.

Failing that Sky will need to send you a replacement.

MikeAlanR

[Jporch316]

Also try pointing the remote closely and directly at the puck as it will be in infra red mode until it's paired up properly by Bluetooth during the setup process 

also worth trying to plug an Ethernet cable between puck and router until setup is complete