Sky stream puck constantly going to Home Screen or turning off

[LeonMeredith]

I have two sky stream pucks. One is fine and has no issues (designated as secondary puck). The other constantly either goes back to Home Screen when watching something or even worse, just turns itself off. There is no pattern or timings to this but it is getting really frustrating. Think it needs replacing as faulty but my god, trying to use sky help is the most frustrating experience ever.

[Fothergill1]

@LeonMeredith  It sounds as though the one puck is faulty and as you say it might need replacing.  I am going to escalate your post to the Sky Community Messaging Team who will send you an invitation for an online chat.  They will probably run you through some basic troubleshooting but if you don't get the issue resolved you wil at least have the opportunity of suggesting it gets replaced.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @LeonMeredith.

[LeonMeredith]

So, answered the chat pop up, nothing since then. Still having the same problem. I thought Virgin was bad but jeez.

[LeonMeredith]

Does anyone know how I can escalate this without taking legal action? Not getting the service I am paying for. This is exactly why I left Virgin and it cost them quite a bit in legal fees.

[Chrisee]

@LeonMeredith talk about using a sledge hammer to crack a nut why not simply call Sky and report the faulty puck and get it replaced?

Legal action ishould only be required when you reach deadlock as the courts expect you to have exhausted Sky's complaint system first see How to make a Sky complaint | Sky Help | Sky.com

Note that Sky's complaint system leads to a formal Alternative Dispute Resolution stage using an independent arbitrator approved by the regulator Ofcom.

[LeonMeredith]

It has been reported. Then nothing. I am paying for a service that is faulty. Large companies simply get away with taking money and not providing a service that is being paid for. Legal action can be very effective as Virgin found out. Thank you for your very helpful input.....

[Dazzasky]

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@LeonMeredith wrote:

It has been reported. Then nothing. I am paying for a service that is faulty. Large companies simply get away with taking money and not providing a service that is being paid for. Legal action can be very effective as Virgin found out. Thank you for your very helpful input.....

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What did Sky say then when you called them? @LeonMeredith 

[LeonMeredith]

Why should I have to take up my time calling them? I received a chat request as stated in the thread. I responded. Then got nothing. I don't have time to waste trying to call company's that I am paying money too. Unless they want to pay me for my time.