Sky Puck constantly freezing

[JordanWillson]

Hi everyone!

I recently purchased a Sky broadband and TV package, have been trying to use the Puck for the past 2 days but cannot watch TV continuously without it freezing and restarting. 

It is plugged into the router via Ethernet, up to date, on top of an open space TV unit, the Netflix network test is coming back over 66mbps yet I still cannot watch TV or use apps without the whole

thing freezing. 

I have also attempted the full reset of the puck, with app refresh multiple times and now have nothing left to try. All other devices on the WiFi are running perfectly fine. The WiFi is turned off on the puck due to being plugged directly into the router. 

Does anyone have any further advice? Thank you very much!! 

[lettice · Accepted solution]

From your speed, your Puck should work ok.

Can you try the following.

In settings, switch the Network wifi option back on and off, then do a settings restart.

Go to Settings>Systems Management>Resets & Updates

Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

We have noted before that some of the settings options like this only take fully and are set only after a Settings restart is actioned after the option change.

Other things to consider.

Is your ethernet cable connected direct to your router or through an unmanaged switch.

Sometimes a switch can cause ethernet dropouts.

Other than that, make sure the ethernet cable is connected securely both ends or try another ethernet cable.

[JordanWillson]

Brilliant thank you so much, I will follow these steps and give them a try and update you. 

thank you for such a fast response! 

[JordanWillson]

I have had the Ethernet cable unplugged since yesterday afternoon and no issues at all, possibly the cable or the puck just prefers WIFI connection, who knows..... but so far so good!! 

[JordanWillson]

Lettice!

Turns out a faulty Puck, spoke with Sky on Sunday, they loved that the community was used first. 

Replacement puck sent out first thing and already received this morning, plugged in and no issues! 

Thank you for all your help with this as all options you gave me were the same as on the phone to Sky, so a huge headstart with them when called! 

[Jb161]

Phone number of customer service please - lost my numbers

[Ciara80]

I'm glad your service was resolved, not so for mine. Useless customer service! Can I ask did you have to pay for the replacement puck?  Have had my sky stream puck since November 11th and have not been able to use it for more than 30 minutes at a time since then. Customer service is woeful, have been asked to update software etc multiple times which I have done, have been asked to go through all "the steps" multiple times, asked for a new puck and told we would have to pay for it and get a credit! Have paid two months for next to zero service and every "customer service" people have been awful, couldn't understand what they were saying, offered no solutions, didn't call back when they said they would. Really appalling service. 
now told we can't cancel our contract and the only solution is to pay for a new puck and then get a credit which I refuse to do because if I pay for another one that doesn't work, I'm still in the same position but down even more money!! 
id love someone in sky to actually read this and give me a call with some actual practical solutions before I take this the legal route.

can't now call sky customer service because it keeps telling me they tried calling and I missed their call! So frustrating 

[Angel_Aka]

@Ciara80 

Sounds like you should probably lodge a formal complaint using one of the methods listed here:

https://www.sky.com/help/articles/how-to-make-a-complaint 

[Ciara80]

Yes that would be a last resort, I'm still hoping someone at Sky might actually solve this issue without having to start down that road, all the while still paying for a service that I can't use!