Sky stream puck keeps crashing

[PM33354]

I have been trying for a week now and every time I use sky it turns on and it's very slow and then turns off after a few minutes. It won't turn back on with the remote even though the remote can change the volume on the tv so it is still working. The white light is on and it does nothing when I press the on button on the puck so I have to turn off the power and turn it back on for it to boot up again. My tv is connected to wifi and works with streaming tv as well as apps and I have 3 bars of wifi in this room which is only a room over from our router.

I saw another person with the same problem and they fixed it by being sent a new puck and I couldn't find a number to call customer service so I assume this is the main customer service. 

[Stephen+Mourton]

@PM33354   Sorry to hear about the problems you are having.  Unfortunately this is not customer service.  While some Sky technicians do come on here to try and help, most of us are just customers like yourself but we do try to help when we can.  Obviously we have no details of your deal or set up, but from what you say this can be a common problem but can usually be resolved.    While there can be several reasons the two most common, is a poor internet speed, which can be tested by going onto Netflix (no account needed) and in settings there is a speed check.  Let us know what that says.  Also the positioning of your puck can make a lot of difference unless you are connected by an Ethernet cable.  Try putting it in different position. Not touching anything other than the shelf it is on and nothing on top of it, and with at least six inches of space around it.   See if that helps.

[lettice]

@PM33354 

Before we can offer you with an escalation to Sky, can you try a few things first.

As it seems you are aware, having a good local network is a key factor for having a reliable experience with Sky Stream.
Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test several times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference, more often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
If you are able, have the puck in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Also, try a settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Different ways to get to the above settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

If you find your puck  is getting stuck in a standby state and not turning on, read this Sky help article, namely performing the recovery procedure on step 4;

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