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Discussion topic: Sky puck problems

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This message was authored by Grouse1 This message was authored by: Grouse1

Sky puck problems

Hi 

quite frequently our sky puck doesn't fully turn on menus are there but no sound or pictures. We have to reboot several times before we can watch Tv. It's intermittent problem.puck was changed last  month. Also our sound is getting quieter 

any solutions

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This message was authored by mikealanr This message was authored by: mikealanr

Re: Sky puck problems

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

Hi @Grouse1 

 

What is your broadband speed? Sky stream needs 25Mbps for HD and 30Mbps for UHD. You can check the speed your getting by opening netflix going to the menu and down to get help? And then selecting connection check.

 

But your symptoms are typical of poor connectivity.

 

MikeAlanR

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65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ 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.
Grouse1
Topic Author
This message was authored by Grouse1 This message was authored by: Grouse1

Re: Sky puck problems


hi

the connection is via Ethernet and is currently 85mbs or via Wi-Fi it's 287 mbs

more than adequate 

any other ideas are welcome 

This message was authored by Anonymous This message was authored by: Anonymous

Re: Sky puck problems

The SKY IVR advises that there is a known issue, don't spend the afternoon messing around going through self-support advice from others. SKY acknowledges that there is an issue and engineering are looking it.

This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Sky puck problems

Posted by a Sky employee

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

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