Sky stream not working

[Sharky90]

Hi, new customer, set up the stream box and thats as far as I can get. Got to the homepage and constant crashing and screen going black and then nothing. Restart the box and same thing. Not even able to scroll on the homepage before it crashes and shuts down. I've tried resetting it and starting again but same issues. Internet is absolutely fine so not that. Thinking of cancelling the contract and staying with virgin

[Angel_Aka]

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@Sharky90 wrote:
Hi, new customer, set up the stream box and thats as far as I can get. Got to the homepage and constant crashing and screen going black and then nothing. Restart the box and same thing. Not even able to scroll on the homepage before it crashes and shuts down. I've tried resetting it and starting again but same issues. Internet is absolutely fine so not that. Thinking of cancelling the contract and staying with virgin

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When you say "internet is absolutely fine" have you checked to see the speed the puck is actually receiving?

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

Sky Stream requires a fast and stable connection in order to function as all the apps and much of SkyOS are hosted on a server, not the puck itself, therefore requiring a more stable connection than many other devices. 

[Sharky90]

Thank you for the reply, done a network check and it shows 400mbps, 

[lettice]

@Sharky90 

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-]

Hello @lettice, thanks for making us aware of this. I'll drop @Sharky90 an invite and we can help get their Sky Stream working 👍🏻

Thanks, Jason-

[Sharky90]

Morning, I was on the messaging service from 5.30pm-9pm and got no where and then was told to message again today. The box is faulty as since setting it up on Tuesday it keeps crashing/restarting. It gets to the home screen, I press a button on the remote and restarts. I've not been able to set up any apps or even watch a programme because of the restarting. It was being implied it was the Internet which it is not. I have other devices when connected to the Internet have no issues. I've asked the messaging service to send the link to cancel my package but had no response. Can someone let me know how I contact to cancel please as all I wanted was a replacement box. Thanks

[Angel_Aka]

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@Sharky90 wrote:

Morning, I was on the messaging service from 5.30pm-9pm and got no where and then was told to message again today. The box is faulty as since setting it up on Tuesday it keeps crashing/restarting. It gets to the home screen, I press a button on the remote and restarts. I've not been able to set up any apps or even watch a programme because of the restarting. It was being implied it was the Internet which it is not. I have other devices when connected to the Internet have no issues. I've asked the messaging service to send the link to cancel my package but had no response. Can someone let me know how I contact to cancel please as all I wanted was a replacement box. Thanks

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All the information about cancelling can be found here:

https://www.sky.com/help/articles/cancel-sky-tv