Puck crashing

[Chrisd1981]

Just got sky stream puck and surprise surprise like everything from sky out of box it just crashes every few minutes. Hard reset , update all done and still crashs

[mikealanr]

Hi @Chrisd1981 

You will need to provide more details. What do you mean crashes? What step of activation do you get up to? Does your broadband meet the minimum requirements of 25Mbps for HD and 30Mbps for UHD? Who is your ISP? What speed is your puck getting (run a speed check in netflix (profile pic > get help? > Connectivity check)).

Remember we are fellow customers not sky support so.we need as much detail as you can to be able to help.

MikeAlanR

[Chrisd1981]

• Hello mate , we received it today and installed it. When on the main screen it freezes , remote stops working ,won't turn off and has to be turned off at wall.  I updated software, tried a fresh install and it still crashes.  Just freezes and at one point screen flashed green like it had a video error and turned off. It's in a location where there is plenty of space , so no overheating and our internet is good .

[Chrisd1981]

Any sky reps help ? . It seems the puck is faulty as installation is fine until content loads . Tried several times. I might just cancel contract if nothing.

[lettice]

@Chrisd1981 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[LJB-C]

Thanks @lettice for escalating this. We’ve sent @Chrisd1981 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.