Sky Puck becomes unresponsive

[MartyPB]

I have recently received two Sky pucks - the primary one is working fine, but the other one is continually having issues freezing and becoming unresponsive. This is what I've tried so far:

Complete factory reset within the Settings | System management | Resets & updates | Facory reset

Hard reset by holding standby button during power up and waiting for coloured lights. Device reloads software and restarts.

Exchanged the HDMI cable from an older Sky cable to the one delivered with the puck.

Changed communication method from Ethernet to WiFi. In both cases speed measured via the Netflix app is ~ 65 mbps

Moved the faulty puck to the primary position - plugged directly into the adjacent router and connected to the primary TV.

- The issue  remains after all the steps above.

What else should I do before I call Sky?

[peter-marlow+1966]

As you have done a factory reset  which  should  only be done when advised  by a sky advisor  while on the phone  and them talking  you through it  as it say if you look at what it says on your  other puck under factory reset that it will wipe your  account  details  and personnel settings from the device, best thing to  do  now is call sky for help

[MartyPB · Accepted solution]

Yes, I had to re-link it to my account, but it didn't make any difference. I have since spoken to them and went through everything I did to fix the issue. The advisor said it's likely to be a hardware issue and they have dispatched a replacement puck.