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Avatar for Bobs+mum
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This message was authored by: Bobs+mum

Message posted on ‎29 Jan 2026 05:27 PM

Sky puck not loading

Hi 

my sky puck keeps stopping and I have to restart it frequently. The WiFi is excellent so it's not that . It just gets huffy and won't load programmes , either on tv or from playlist 

I think it might be on its way out . How do I get a new one and is there a cost if it's broken 

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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr Answer

Message posted on ‎29 Jan 2026 08:07 PM

Re: Sky puck not loading

Posted by a Superuser, not a Sky employee. Find out more

Hi @Bobs+mum 

 

Excellent refers to the signal strength rather than the throughput. Try opening netflix going to profile pic > get help? > Connectivity check. What speed is this showing you as getting?

 

Sky say you need 25Mbps for HD and 30Mbps for UHD.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.

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Avatar for mikealanr
Level 12 icon
What's this?
Superuser
This message was authored by: mikealanr Answer

Message posted on ‎29 Jan 2026 08:07 PM

Re: Sky puck not loading

Posted by a Superuser, not a Sky employee. Find out more

Hi @Bobs+mum 

 

Excellent refers to the signal strength rather than the throughput. Try opening netflix going to profile pic > get help? > Connectivity check. What speed is this showing you as getting?

 

Sky say you need 25Mbps for HD and 30Mbps for UHD.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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