Puck goes to sleep

[Julie-10UK]

Just joined Sky and my luck goes to sleep after 5-10 minutes on pause, when the TV turns off and when inactive at night. 

Even after 10 minutes I can't wake it up without unplugging which is ridiculous. 

I have changed the batteries, checked the puck settings and the TV settings as per the help guide and it's still happening. 

What else can I try and franklynits ridiculous to have to unplug it every time you nip out of the room. 

Thanks 

[Allan95]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Julie-10UK]

Hi, I now have broadband again but I'm still having issues waking up pick despite doing a factory reset several times and updating software. Any help would be appreciated. 

[Julie-10UK · Accepted solution]

All sorted with a new puck and working as it should! 

[Morrow]

We are having problems with a Sky Puck that keeps disconnecting from our WiFi. How did you get them to send out a new puck. They have shunted us off to a "discussion" with a Sky agent which is going nowhere.

[MarkGoldsmith]

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@Morrow wrote:

We are having problems with a Sky Puck that keeps disconnecting from our WiFi. How did you get them to send out a new puck. They have shunted us off to a "discussion" with a Sky agent which is going nowhere.

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I would have thought you would need to go through all the various troubleshooting steps with a Sky rep, ( with the last one being potentially sending a replacement puck). I don't believe Sky would just send replacement pucks on request unless all troubleshooting steps had been completed whilst talking to a rep. ( as the potential ramifications of that would be customers constantly requesting new pucks, when in the majority of situations the puck would likely not be the issue).

[Amorrow]

No, really, you don't say.  I will bet you the price of a new puck if Sky or you, as an apologist for Sky, name me one procedure to try to fix the thing that we haven't already done.