Sky Stream - Software Error

[Ciaran140]

@cherylyM88 - glad you got sorted! It is very frustrating. I wasnt thinking the Puck was the issue but if it resolved it for you (eventually) then maybe it would work for me, who knows. Really strange error to be getting though - its a fairly straight forward process!

[CherylM88]

Maybe the software has corrected itself in the time I got my new puck. I don't see how so many could have so many problems though and it be the pucks. I definitely think it was a software issue. They and get some money back too for your bills as you've been without tv 

[TB18]

I've received my new puck and it's still not working. Getting 'Software error' again. 

This company is beyond a joke. 

[CherylM88]

Did you replace all the cables when you plugged in the new puck. I did this incase this contributed to the error but no idea if this is relevant. 

[Ciaran140]

Yes changed the cables as well. 

Just waiting for my Chat from yesterday to open again as the Sky employee said he would message me today so I can provide an update. Its very hard to access the chats. 

[Ciaran140]

Hi addie15 - how can i open the chat from yesterday again?

The Irish employee i was chatting to said they would message in it this morning in order to give an update, but I have not heard anything yet. Thanks. 

[Ciaran140]

Can this please be escalated to the Sky ,essaging team (AGAIN!), as the issue is not yet resolved and I have not heard back from the person i was chatting to yesterday. This is taking days to resolve and we havent gotten anywhere in that timeframe. All the while i have no Sky stream available. 

[Fothergill1]

@Ciaran140 as your issue was escalated yesterday it should still be open unless the person you were dealing with said they were closing it.  If there is no reply/response within 48 hours it will be automatically closed.  If you still have the coloured bubble on the bottom left of your screen just click on it and type your message.  If the bubble is not there try refreshing your page but if still not there post back.

Fingers crossed for you 🤞

[TB18]

I fixed mine after reading other threads. I used an Ethernet cable. Plug it into broadband hub & Sky puck. The Puck will then update its software through the Ethernet cable. And then you should get your TV back.

im guessing Sky rolled out updates last week & that messed everything up. There's absolutely nothing wrong with my WiFi (I had it checked), so it's an absolute joke that you have to do this. But there you go, is what it is. Make sure you ask Sky for compensation- they will give you something 

[TB18]

Forget that. Only a temporary fix.

Stream puck won't work without being plugged into the broadband with an Ethernet cable. Take the cable out of the puck & immediately the screen goes black with a line about it technical issues.

@Sky how comes by pick won't work on just WiFi. There's nothing wrong with my WiFi. Even Sky checked my WiFi & said it was running well.

I can only watch TV with a 10 metre cable running across the floor of my house. So sick of Sky

[EFG_25]

Would it be possible to have my issue escalated also please? Spoke to a Sky representative on Tuesday and they guided me through the reset procedure following the software error message (which we have tried numerous times). It briefly worked that evening but back to the same software error message the next day. The person I spoke to said he could "guarantee" I would have no further issues. Now I was highly skeptical anyway when he said this but I was hopeful it might work for more than a day. I logged a complaint also for inadequate service over the last month but have to wait a minimum of 3 days for a call back for that bringing my time of no service up to a full week, on top of three weeks intermittent service already. Hugely frustrating! Also they mentioned the service disruption did not meet the criteria for refunding that months charges which I found unbelievable on top of my dissatisfaction already. 

[Ciaran140]

Addie15 - can you escalate this again? The bubble dissapears for me and there is no way of me finding the chat i was on. It has not been 48 hours. I keep being told it should be in the bottom left of the page, but it is not. Thanks for your help. 

[Ciaran140]

Issue somewhat resolved. The software update has gone through, but i dont have the TV guide anymore (thats where this whole issue startred in the first place). I had to change wifi connections in order to put through the software update. Its strange the Sky Stream wouldnt work on my Home wifi for the update but will connect to it once the update was done. 

No TV guide is annoying but will have to go with this for now. My subscription is up in 2 months so I will re-evaluate things then. 

If there is a sky employee reading this if they could send me to a Private chat so I can let the Irish Sky Employee I was chatting to on this know the update that would be great!

[TimmyBGood]

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@EFG_25 wrote:

Also they mentioned the service disruption did not meet the criteria for refunding that months charges which I found unbelievable on top of my dissatisfaction already. 

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Generally speaking there's no such thing anyway: refunding one months subscription usually relates to the Guaranteed Minimum Download Speed of a broadband connection, not television service.