New second sky stream box not working

[Chris2943]

The first box works in the lounge but the second box in the kitchen keeps pausing and the shutting off completely. We have swapped the boxes around and the work ok in the different rooms, therefore definitely a box issue. Sky set was this monday.

[AndrewF_UK]

Hi @Chris2943 

You've posted in the Sky Go board so hopefully someone can move it so you can get more eyeballs on this. 

It sounds like you've done a good test by swapping the pucks around and confirming that the working puck works in your kitchen, and your new puck doesn't work in the lounge. Is that right?

If so, I'd ask Sky to arrange a replacement as it does sound faulty. But they may suggest you do a factory reset first, but I would advise only doing that if Sky tell you to. I would recommend contacting Sky directly to get a quick resolution. 

[lettice]

Can you try the recovery procedure as detailed on Step 4. Ignoring the previous 1-3 steps. Try it a few times.

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

If that still does not work after a few attempts, come back here and we will escalate to Sky for some further help or a replacement.