Problems with Sky Stream Puck since Day One

[Karla6]

Hello,   We've recently (3/7/25) changed over to Sky  and are struggling with the Puck. It freezes, gets stuck, occasionally restart but the quickly goes off again. A black screen appears sometimes, saying'there is a technical fault,please try later'. We have printed out and tried all the steps given in the help sections online, we have checked all the basic things such as the hand controller which is working correctly. We have bought a new Category 8 Ethernet cable. We have done resets, sadly to no avail. When checking on the Sky account pages the service checker says 'Your streaming tv isn't showing any info. ' The Sky stream puck boxes at the bottom of the screen all say unknown.  Could someone please advise, we're thinking that the Puck may be faulty. 

[GD1]

@Karla6  Issues you post are almost certainly down to weak/poor wifi, on the stream puck open the Netflix app, go to Get Help, run connection test, what speeds are being returned?

If your using ethernet did you turn wifi off in the puck settings as the puck won't automatically use ethernet unless told to do so, you would need to restart the puck once you turn off wifi.

[Karla6]

Thankyou for your kind and swift reply. We will try these steps ( will need to ask one of my lads to help me when they return from work later on)

[Karla6]

Thankyou for your kind and swift reply, will try these steps when my lads return from work later on. I'm not very tech savvy so hopefully this reply reaches you!

[Jporch316]

Hi @Karla6 

@do you know what speed internet you currently get ?

[Karla6]

Hi, thankyou for your reply. I've had a look earlier and it states that my Sky Broadband Superfast is averaging 35.7 Mb/s. Hope I'm looking at the right thing as I'm not good on the tech side. 

[Jporch316]

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@Karla6 wrote:

Hi, thankyou for your reply. I've had a look earlier and it states that my Sky Broadband Superfast is averaging 35.7 Mb/s. Hope I'm looking at the right thing as I'm not good on the tech side. 

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Yes that right ! It should be just about ok to run a stream puck ...... it would be advisable as above to use an Ethernet cable (cat5 is fine) but remember to turn off wifi in the settings then perform a system restart from the settings to make sure the setting is saved 

[Karla6]

Thankyou!