Sky puck not working and frozen on main page

[Kylea1987]

Hi All, As per the heading, our sky puck is not working. It will switch on and off from standby, but only to load the home page. The remote control only allows us to press left (showing a search pop up on screen), or right / + buttons (the screen goes blank and the tv goes to a connection screen). The remote doesn't do anything else. We have reset the puck, router, changed the batteries and tried to reconnect the remote, although the reconnect did not work. We have also followed all the troubleshooting steps in the Sky app. Signal is showing as good for both broadband and puck. Does this sound like a faulty remote, or is there something else we can try to fix the puck? Thanks Kyle

[Chrisee]

@Kylea1987 assuming you are using a fixed line broadband scroll down to Settings and go to Network to check the unit is networked correctly. If it is call Sky to see whst they suggest - they are likely to send a replacement unit and ask forvthe old one back.

If the unit is not networked tgst is the problem try rebooting your router. The other oddball issue is with a few radio and mobile broadband connections where the ISPs network is not suitable that is something Sky can't fix unfortunately.

[PaulKCMF]

Our Puck locks up occassionally on the home screen. WiFi connected via a mesh system so the signal is not the issue and on Sky so that should not be an issue either lol.
Not sure why it does it but normally a 5 minute reset fixes it for a while but it does seem to be a regular occurrence on both the Puck and the glass system for us. 

[Lisa-P1987]

We are still looking to help you Kylea1987. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[vtony]

I had exactly the same problem 

the home page loaded but the remote was not having any effect except getting a search box to appear

must be a software or remote  problem what are the odds on the same thing happening exactly

now got a new puck and so far everything is ok.

[OB93]

Hello, I'm experiencing the same issue. What was your resolution? I've ordered a new remote but is a new puck needed aswell? Thanks