Sky Pucks

[Pucks]

Evening, so I received 2 Sky Pucks today, plugged them in and and turned them on as per the instructions. Neither of them showed a sky logo on the screen, instead they both showed a rainbow line across the centre of the screen. They now just both keep saying either software update restart, or simply just say connecting with no percentage showing across the line. I've followed all of the resets etc on the My Sky App, even watched the You Tube set up from Sky, but still get the same issues? TV is connected to the router (WiFi) and I've tried both WiFi and Ethernet set ups, but still the same. Any ideas please?

[lettice]

There have been a few issues of new pucks causing setup issues like this of late.

First can you try the following. If this does not help, come back here and we will escalate to Sky for you.

Reboot your broadband router.

Leave the puck off power for ten minutes or more, then go through this process;

Hold  down the Standby button on your puck for 30 seconds or longer, only then turn it back on at the mains while still holding the button.

Leave the puck powered on and connected to Ethernet for one hour or longer.

Press the Standby button on your Sky Stream remote.

Turn the puck off at the mains, then straight back on again.