Sky puck

[Lucyshearn]

Sky puck just flashing white light and no image on the tv can anyone else as can't seem to get it even passed just a black sky screen on tv for me to even set up or upgrade software 

[lettice]

Try the advice given on this Sky article, namely step 3 and 4

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

[Lucyshearn]

Further to my question I have now been in contact with sky and they have made me aware that my puck is stuck on a software update so I will need a replacement puck which they are trying to charge me £50 for absolutely disgusting! 

[Rookey007]

They shouldn't be charging as the devices belongs to them 

[Rookey007]

 

[mikealanr]

@Lucyshearn 

New pucks are loaned to you. If you own a puck it must have been earlier than Feb 2023 and hence the charge. However when if it is stuck, recovery should work. Have you tried the recovery steps highlighted by @lettice?

MikeAlanR

[mikealanr]

@Rookey007 

Not necessarily it depends when the puck was acquired. I own all mine:

https://www.sky.com/help/articles/your-devices-sky-glass

"Sky Stream pucks ordered after 23 February 2023 are loaned to you ('Sky owned')"

MikeAlanR

[Rookey007]

Tbh I wish I own mine then I can cancel whole home when don't need it and add again when needed save sending picks back 

[TimmyBGood]

@Rookey007 

All pucks acquired alongside a Glass television set in the first year after Glass was launched are owned, as were those in the four months after Stream became a standalone product.

[Lucyshearn]

I owe the sky puck as I purchased it along side my sky glass tv and also I have tried all the steps on the links and still no luck I'm very disappointed in sky for charging me for a new device when the fault is an issue of theirs! 

[TimmyBGood]

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@Lucyshearn wrote:

I owe the sky puck as I purchased it along side my sky glass tv 

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That's only the case before February 23rd 2023 though: after that it's a split distribution model with Glass television sets being sold but Stream pucks (even when acquired on the same order) distributed on loan.