Sky Stream - Software Error

[Ciaran140]

I am getting a System error after my Sky Stream tries to have a software update. I have tried all the reccomended steps on the Sky.com site for this. Anyone ever had this issue? (This issue started with having no TV guide and then trying a factory reset - it has just snowballed). 

I have zero access to sky stream now and just seeing a software error. I think I might need to get a new Puck?

[Fothergill1]

@Ciaran140To get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Ciaran140.

[CherylM88]

Hi, did you get this resolved as this is how my issues started...no tv guide. Replace pick was sent out and the software still says there is an error and I now have no sky. This has been going on for 2/3 days 

[Ciaran140]

Not resolved yet. But they are sending out a new puck next week. So I will let you know if that works or not. I'm hoping it does. Not as confident now after your hearing your experience. 

[CherylM88]

They are sending me another replacement as well even though I've just had one. They don't seem to be admitting it's a software fault. Fingers crossed for us 

[TB18]

Same with me. They're sending a new puck to me, but I doubt all of us are having issues where our pucks broke at the same time!

The pucks aren't faulty. The issue is on Sky's end & needs to be fixed on their end. This all started after after the Stream system broke down on Thursday. 

Sky sort it out!! Terrible customer service

[CherylM88]

Absolutely. I tried to tell them that I'm aware other people are having issues but it's the same old "we will send a new puck". Mines also happened on Thursday. Started when I lost my tv guide and couldn't access my playlist 

[TB18]

Yes, the tv guides disappeared for lots of people on Thursday & there was a thread about it at the time. It said on my screen at the time, to paraphrase, something like "there is no Stream connection, Sky are working to fix it".

However, some of us never got our TV back, & we've had the "Software error" on our screens ever since.

The customer service at Sky is atrocious. It's not the employees fault- they are out of of their depths as they are just told to instruct people to reset their pucks & if that doesn't work then send out a new one.

But surely there must be some sort of actual technical team that you can speak to who will look into the faults on Sky's side.

This company is a joke & incredibly frustrating. I'm just throwing money down the drain as I have no TV for the foreseeable future & there's absolutely nothing I can do about it, apart from cancel Sky

[EFG_25]

I recently signed up to Sky Stream and the service in the first month has been nothing short of horrendous. We get the "software error" upon startup multiple times a week. Occasionally turning it off and on works. We have followed the steps prompted on screen and tried all these many times but the issue has persisted, if not worsened, to the point where we haven't been able to access it today at all. 

[Ciaran140]

I got a new Puck but it has not resolved the issue. it is still saying a System error. It is clearly not an issue with the Puck (i assume the original puck was fine as well). I havent had Sky Stream for 9 days now. Not acceptable really. 

[Ciaran140]

Can i get back to this chat somehow. I was chatting to a Sky employee and they asked me to contact them on tuesday with an update but I dont see anywhere i can access that chat now. 

[Addie15]

Hi there, 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
 

[EFG_25]

Would it be possible for me to have my issue passed on to the chat facility also?

[CherylM88]

I received a new puck yesterday and it seems to have set up fine...this was my third one from Sky though. Fingers crossed for you to get it resolved as it's really not acceptable.