Sky Streaming PUK device freezes

[ZAhmed5373]

Hi

I have recently taken on Sky Streaming and they have sent me a PUK device. It arrived  yesterday in the post 11 Aug 2026.

My broadband is with EE and i'm currently on Full Fibre 150. I have carried out speeds tests and i'm consistently getting 150 mbps.

I had raised the issue EE. EE attempted to connect the PUK device over  2.4GHZ (initally it was 5 GHZ) but this did not work so they reactiviated the 5GHZ connection 

When I attempt to watch any of the channels, the load for a few seconds and then freeze and the device becomes unuseable. I've also observed that the device freezes in it's entireity. 

[Gincap]

https://helpforum.sky.com/t5/Sky-Stream/QS040-040-00P-Issues/td-p/5340063

There are issues with the latest software version which sounds like your issue but your problem could be something else.  Check your software build just in case.  

[ZAhmed5373]

Thanks for the response, how do i check the SW build version?

I assume it would be via the UI but that's currently unusable. On the PUK Device I can only see the serial number and the model number. 

[Gincap]

Press three dots ... Top left remote

Go to settings

System management

System info

[ZAhmed5373]

interestingly for me, when pressing ... nothing happens nor does anything else on my remote.

The only thing that works for me is the volume control and the mute.

I even tried pressing 1 & 3 to try and reset the remote but no luck.

last night when i tried, I was at least able to navigate to the different tiles in the UI but this does not seem to be the case today.

I'm confident it's not a remote issue. 

[MarkGoldsmith]

Also worth noting that you wouldn't be the first customer to complain about having issues specifically with EE and the sky streaming platform. 

If you do a search on the forum for EE on the Sky Stream or Sky Glass boards you will see a number of customers posting various problems which i think was related to the EE hub.

Not to say that is definitely the cause of the issue you are having, but its worth checking out in case it is.

[Gincap]

Give sky a call could be a faulty puck. Also unplug it give it a mo and try again if no luck....

[ZAhmed5373]

The hub I have is actually from BT when I was a BT customer. When it was re-branded or when BT was taken on from EE, it was never changed. Do you think that could also be an issue?

[ZAhmed5373]

I would, but I have no idea how to get through to a human at sky😁

[Gincap]

Give Sky a call and just say you want cancellation s you'll get someone.