Sky puck death

[Beth1234b]

Morning sky puck would not turn on this morning?? Done the reset that did not work it froze? Then had to unplug the box which eventually made it turn on?? This is the second box & this the second time ive had reset in the last couple of months any ideas??

[Angel_Aka]

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@Beth1234b wrote:
Morning sky puck would not turn on this morning?? Done the reset that did not work it froze? Then had to unplug the box which eventually made it turn on?? This is the second box & this the second time ive had reset in the last couple of months any ideas??

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How's your broadband speed? Have you been able to check the speed the puck is actually receiving? 

To do this, open the Netflix app on the puck, navigate to the get help menu (top left by clicking on your profile) and run a network check.

Stream pucks rely entirely on you providing a fast and stable broadband connection. Speed fluctuations and interference can cause endless problems and it's up to you to fix them I'm afraid. 

Also make sure the puck isn't getting too hot - keep it out of direct sunlight and as well ventilated as possible. They have poor thermal control and will shut down if they get too hot. 

[lettice]

Have you tried the recovery procedure as in step 4 of the Sky help article, below.

That mostly helps customers when a Sky Strenam box is in a stuck in standby type state.

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

[Beth1234b]

Hi board band speed was at about 400mps.

Yes step 4 is the way I've had to reset in the end.  Then you have to register your account.

Its happening every 4 to 6 weeks??

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[Jason-]

Hey @lettice, thanks for making us aware of @Beth1234b's post. We'll reach out to them now and help with their Puck issue 👍🏻

Thanks, Jason