Sky customer service is non existent. Just round and round in circles. Sky puck is now a brick after

[WiFi_max_6_user]

Sky customer service is non existent. Just round and round in circles. Sky puck is now a brick after following the reboot instructions and now has no sound and a black screen signal picture onto the TV.

[Anonymous]

@WiFi_max_6_user Could you help us understand a bit more by explaining what reboot steps you followed please? Also what problem were you trying to solve by rebooting?

[WiFi_max_6_user]

Unless you can get through to a human being who can speak English and listen to the problem you get nowhere.

After clock change Sky puck now has no pictures into TV though is sending a full dark black picture & pretty much useless. Originally had sound only before following thier advice of rebooting it.

Probably needs to be replaced now, as still very warm, but cannot get through to anyone via their "helpline" !😡😡😡

[Anonymous]

We can't help with their customer services because we're other customers, but we can try to help the problem itself. Can you share with me what steps you took to reboot? Rebooting is ambiguous and I want to make sure we're on the same page. 

[WiFi_max_6_user]

The ones on the app and same as link texted to me. Power cycle press the reset button. Colour light flash yellow red etc..

Still stuck in solid white when restarting & no sky boot screen as just dark black. But not a no signal message.

Did get sound initially but no pictures although is connected & sending a signal according to the TV. Other devices work on same hdmi port ok. Just not this box after clock change last night it has stopped working. So did sky do a remote update? It was also quite warm compared to normal. & No it isn't covered up with anything.

[Anonymous]

There is an update rolling out currently so it's possible something went wrong there. I wouldn't jump to this conclusion or anything about clocks just yet though. 

Since it's been with a solid white light, have you tried turning it off at the mains for a few minutes? And if that makes no difference have you tried the recovery process a second time? Step 4 of https://www.sky.com/help/articles/power-issue-help-sky-glass-sky-stream-puck 

If none of this works, and you are confident it's not an HDMI lead or port issue then I would phone Sky for a replacement puck. 

You can use the Sky Help portal to contact Sky. If you want to speak to somebody, you can click "Need more help?" at the bottom, and within that content you will see a phone number (we can't post phone numbers in this community).

[WiFi_max_6_user]

Yes I tried the obvious on & off different cable & port etc...

The phone number goes directly to automated messages forcing you round in circles to here again🙄🙄🙄🙄🤬.

Do you have to phone Mon to Friday office time only for a fault issue?😡😡😡

Again paying for subscription I can not use!🤬

[WiFi_max_6_user]

I been requ we acted to update my issue 

It seems that powering down the fttp connection & the box allowed a factory reset so I could then see an output & wirh the options to then appear on the TV for a new user installation.

After a reinstallation the box appears to behave normally.

Whether it was doing an update in the background I'm not sure. But something freed up the connection to then displays the video graphics to the TV.

But I had no customer service from sky and tried their reset process about 4 times & it only worked after powering down my sky fttp box. But maybe I left the puck for much longer without power by then.

I still had no service for a whole day though!

Which obviously they have still charged me for & with no customer support or customer service!😡

[Anonymous]

I'm glad it's sorted now @WiFi_max_6_user