Sky Stream Puck Repeatedly Freezing and Crashing

[Headlands]

Hello, my sky stream puck is repeatedly freezing and crashing. I've gone through all the checks and the sky system suggests all signals etc are fine but it only works for around 20 minutes then freezes and crashes again after restarting, if it works at all after restarting. It's extremely frustrating paying for a TV package that I can't watch due to this faulty puck. Please may I request Sky send me out a replacement puck immediately? As there doesn't seem to be any option here to actually speak to anyone about this. 

Thank You

[_Claire]

Hi @Headlands I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

[Headlands]

This has still not been resolved. The team seem unwilling to help. I keep getting asked to move the hub or move the puck and it makes no difference. The puck is getting extremely hot and keeps freezing or turning off. It also will not connect with a wired connection only WiFi. I have repeatedly asked for a new puck but my requests are continually ignored then I get asked all the same questions again by different people in a loop. I even requested a new Ethernet cable in case this would help with the wired connection. After being told by two members of the team that this was possible I was then told I need to call somebody else. It's seemingly impossible to get any real help and the chat system is not fit for purpose as it's always someone different and the replies take too long to stay in the chat all day. I am currently paying for a service I can't use. I think it's entirely reasonable to return my puck and recieve a replacement as it is clearly faulty. Despite this, the sky team refuse to accept this as a solution. Please just send me a new puck. I've paid for it, this should be available to me. 

[TonyClose]

I had pretty much the same experience as you in the chat. I was told they wouldnt replace the puck and kept giving me different things to try which could be days or weeks waiting to see if they worked but didnt, and then back on the chat and back to square one. I aired my frustrations and how I was getting nowhere and could new equipment not be sent out and again told no until all potential solutions were exhausted. I phoned up Sky while still on the chat and after about 2 minutes of explaining my issues the sky representative on the phone ordered a replacement and I got it within 48hours! Most of the issues appear to be resolved but I still get some. I still dont believe the streaming system or the strength of signal from my sky router is sufficient for the coverage its meant to provide! 

[Headlands]

It's kind of damning that your response has been more helpful than anyone at Sky that I've spoken to! Thank you for sharing your experience. 

[Headlands]

The conversation has closed and they did not help me. Please can you re-open and hopefully the chat team won't just send me around in circles without helping this time! 

[TonyClose]

That is exactly what used to happen to me. I would recommend just getting straight on the phone, much more helpful.