SKY PUK STREAMING ISSUES. I have 3 puks and only two of them are working.

[Madamv1954]

I  need a replacement PUK it has not been working since 2024. I tried contacting  "SKY" help Team but apparently the phone number I was calling from was not linked to my contract (considering I have had the same phone number for years) so I decided to use this  platform to get some guidance.The PUK is definately faulty.

PUK was installed in Nov 2024 and by DEC 2024 it started giving problems like waiting for Programme to Load, Then Technical Fault with the Programme, Then TRY AGAIN LATER, Then NO INTERNET, THEN PRESS A to REFRESH your CONNECTION ETC. I tried swapping the box  in another room where another PUK was working without any bother and it was doing the same thing. This is now the month of October 2025 and the first half of my conctract is almost completed. where do I go from here please and thank you.  

[lettice]

Not sure what kind of recovery procedures you have tried.

Have a read of this help article, namely performing the recovery procedure on step4.

If you can, for this recovery, attach an ethernet cable from the puck to your router.

If you cannot use ethernet, try over wifi.

The remote control repair setup is an important part, so do as it says.

[TimmyBGood]

@Madamv1954 

For clarity when communicating with Sky support, the Stream hardware is a 'puck'.

PUK is a Personal Unblocking Key in mobile phone handsets, and with Sky also being a cellular provider that can get confusing.