Sky glass puck

[Louise1911]

Could somebody please let me know what I am doing wrong because either I am dumb or I have a puck not working! I can not for the life of me get .y puck connected to my tv. It keeps telling me something went wrong I have tried everything possible.  Thank you in advance xx

[Gavin+Noble]

@Louise1911 Try the help guide here:

https://www.sky.com/help/articles/setting-up-sky-stream

If no joy, then you may have to call Sky in the morning. 

[Louise1911]

Thank you, it's driving me insane already and I have only had it one day xx

[Gavin+Noble]

@Louise1911 Have you tried restarting the router too just in case that's the cause of the problem? 

I know Stream connects with WiFi but you may find it is more stable with an ethernet cable plugged into it from the router. 

[peter-marlow+1966]

Have you  got  the hdmi input  setup  on the tv can you  connect  the puck to the Internet  by  an  ethernet cable it's  more stable than WiFi  aswell 

[Louise1911]

Hi, My router is downstairs and the puck is in the main bedroom plus I'm disabled and don't really want wires leading all that way xx

[peter-marlow+1966]

You could  call sky and ask for a  booster  to  help  with  the wifi signal 

[peter-marlow+1966]

I have  escalated  your message   please look out for  an invite from sky  in the  next  48 hours  on here

[Louise1911]

Hi, thank you for your response,  I have tried everything that it states on the troubleshooting page but nothing!

I am having to hotspot my phone at the moment , as I am disabled and need somebody here to help run up and down the stairs when I ring sky. Xx

[Louise1911]

Aww bless you, thank you very much it's greatly appreciated.  Xx

[peter-marlow+1966]

You are  welcome,  have you  informed sky that you  are disabled  may I ask ?

[Addie15 · Accepted solution]

Hi there! Thank you for escalating this. We have sent an invite to Louise1911.