Sky Puck keeps turning off even while watching tv

[LucyLulas]

Hi, 

My pick is directly connected via an ethernet cable to my gb Internet router that constantly tests at over 950mbps.

My Puck has recently started turning off. All power savings are off. It started being after 20+ minutes of no activity, but now, we can turn the device on, start watching a TV channel and 10 minutes later the pick will turn off, while we are watching. No pause or anything else. This is the Puck. The TV stays on. 

It's also started randomly losing sound for a second or 3. If we rewind it, the sound is there, it just didn't play. Tv only gives this issue with sky stream. All other inputs work fine and I've tried changing which hdmi the sky puck is on, but just in case. We can play the xbox for 12 hours without issue. 

I think I need a new Puck. We've also tried resetting it and updating, but it's not made a difference. 

Any advice. 

Thanks

[lettice]

Firstly, can you perform the recovery procedure, as detailed on step 4 in this help article;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

If that does not cure your issue, you maybe need a replacement.

Go to the end of the same  help article  and click on 'No I still need help'.

It will offer messaging contacts and call number contacts for you.