Sky Puck Streaming Issues

[Hiche24]

Hi,

Received a new Sky puck Friday 15th August 2025 and managed to complete set-up. However, having ongoing problems with the service freezing or crashing resulting in blank screen. Download speeds more than sufficient and when contacting Sky technical and running checks set-up is all in order and correct.  Now awaiting new Sky puck box to be signed off and posted. Anyone else experiencing similar issues? Any help, advice appreciated 👍🏻 

[mikealanr · Accepted solution]

Hi @Hiche24 

This usually points to poor connectivity. Broadband speed is only part of the equation. Connectivity between the puck and router is just as important. Sky say you need 25Mbps for HD and 30Mbps for UHD.

You can check the speed that your puck is getting by opening netflix> profile icon > get help? > Connectivity check.

It may be a case of simply repositioning your puck may help or that you need a booster from Sky.

MikeAlanR

[Hiche24]

Hi Mike,

The puck is connected to the router with an Ethernet cable which is less than 1/2 metre long.  Using Speed Check app Truespeed downloading at 300 mbps.  Changed out Ethernet cable with different cable and still no resolution of issue. Kids have x1 X-box and x1 PS4 all running fine with no issues, really did think it would be turn-on, tune-in and watch-out but no such luck 🤦🏻‍♂️

[Hiche24]

Hi checked internet connection speed via Netflix on x2 occasions and stated download speed is in the region of 85 mbps.

[Hootie991]

Yes i am having the exact same issue, seriously getting **bleep** off

[Hiche24]

I wonder if multiple new Sky streaming users or even existing Sky streaming users are having connectivity issues potentially due to system outages? Any information if likely software update being worked on?

[Em91]

Ethernet is capped at 100 mbps so seeing circa 85 on the Netflix speed check is normal. When I first started with stream I hard wired in and had various issues. Since switching to WiFi I have had no issues. 

[Hiche24]

Hi, I removed Ethernet connection and used WiFI connection only and still no success 🤦🏻‍♂️

[Em91]

Take a look at the link below. If this is what you are experiencing then Sky are looking at a fix apparently 

https://helpforum.sky.com/t5/Sky-Glass-Live/Discussion-topic-There-is-a-technical-fault-Please-try-a...

[Jporch316]

@Hiche24 

Are you using any external network devices such as switches ? Have you got any routing programming setup on your router ?

[Sabrinaelton28]

I was on call with sky yesterday as I got new puck 15th as well he said he'd send out a replacement if he can't find out the issue I can't connect to internet on any option even with Ethernet cable he sent a text saying Hi its Aniket from Sky, I have got the issue checked through the resilience team. We are currently having the issue with some of the few stream pucks, whose serial number starts with IP1, which is in your case, which are not connecting to the broadband connections. It is a known issue for a few of the customer, our resilience team are trying to resolve this issue as soon as possible. There is no fault with the device, it is the serial number that is causing the issue. You can connect our stream puck with the broadband through the ethernet connection and leave it turned on for 30 mins, which would resolve the issue.

I did what he had said it still didn't work.

[BenJoBanjo]

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@Sabrinaelton28 wrote:

I was on call with sky yesterday as I got new puck 15th as well he said he'd send out a replacement if he can't find out the issue I can't connect to internet on any option even with Ethernet cable he sent a text saying Hi its Aniket from Sky, I have got the issue checked through the resilience team. We are currently having the issue with some of the few stream pucks, whose serial number starts with IP1, which is in your case, which are not connecting to the broadband connections. It is a known issue for a few of the customer, our resilience team are trying to resolve this issue as soon as possible. There is no fault with the device, it is the serial number that is causing the issue. You can connect our stream puck with the broadband through the ethernet connection and leave it turned on for 30 mins, which would resolve the issue.

I did what he had said it still didn't work.

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A serial number cannot cause the issue. It's just a series of letters and numbers. The issue will be a dodgy firmware or driver update to the WiFi chip inside certain batches of Stream puck.  

[Sabrinaelton28]

I'm just repeating what sky has said to me if anyone has the same serial number starting  with IP1....

[MattPaddock]

very poor.  Only ordered mine this week, exicted to get all the sports on for the new football season  at £35 pcm and it doesn't work.

Tried calling them this morning, but they are having "technival issues".  Is this there way of saying they cannot handle the amount of complaints they are getting in?  I won't be paying my direct debit until this is fixed, so will likley cancel the DD instrution this week if not improved.  Tried re setting so many times and forcing an update, but it freezes soon after getting to the home screen.  So poor.  

Lets hope a fix is sorted ASAP!

[BenJoBanjo]

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@MattPaddock wrote:

very poor.  Only ordered mine this week, exicted to get all the sports on for the new football season  at £35 pcm and it doesn't work.

Tried calling them this morning, but they are having "technival issues".  Is this there way of saying they cannot handle the amount of complaints they are getting in?  I won't be paying my direct debit until this is fixed, so will likley cancel the DD instrution this week if not improved.  Tried re setting so many times and forcing an update, but it freezes soon after getting to the home screen.  So poor.  

Lets hope a fix is sorted ASAP!

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Don't cancel your direct debit - all that achieves is a black mark on your credit score and will only make matters worse. Just ride it out or cancel the service completely, or submit a formal complaint and ask for compensation for the number of days you are without service. There's no obligation on Sky's part but they may offer something as this is clearly a major issue for many customers.