Puck stuck on “you’re now connected” stage

[Laura153]

Ordered sky stream and two pucks for whole home purposes. 
Stream and one puck set up with no issues at all, however the second puck, is stuck on the "you're now connected" screen, the bar showing completion is only over the 'o' in 'you're' and doesn't move any more. 
I can't select anything else or press continue that is on the screen. 
tried all the guidance steps and recovery steps but nothing has changed. 
there is no issue with the internet connection or speed where it is located. 
I believe there is an issue with the puck itself - how do I obtain a replacement one? 

[Padam_Padam]

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@Laura153 wrote:

Ordered sky stream and two pucks for whole home purposes. 
Stream and one puck set up with no issues at all, however the second puck, is stuck on the "you're now connected" screen, the bar showing completion is only over the 'o' in 'you're' and doesn't move any more. 
I can't select anything else or press continue that is on the screen. 
tried all the guidance steps and recovery steps but nothing has changed. 
there is no issue with the internet connection or speed where it is located. 
I believe there is an issue with the puck itself - how do I obtain a replacement one? 

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If you've already tried a full reboot of the dodgy puck (off at the wall for 10mins) and a factory reset and it's still not working then you'll need to ring Sky and ask for a replacement. 

[Laura153]

Thank you for your message. 

yes I have. 

I will call them now. Thank you