Sky stream puck keeps freezing and crashing

[Pet]

Hi all I've just moved to sky broadband and tv and the sky stream puck I've been given keeps crashing while watching tv and then crashes so am having to keep turning it on and off again. Have checked the speed it's receiving and it's 220 mbps so don't think it's a issue with broadband speed. There's on other devices nearby such as a cordless phone or anything that I think could be causing interference. It happens at least 2 to 3 times a day. Any advice appreciated. Thanks.

[Jporch316]

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@Pet wrote:
Hi all I've just moved to sky broadband and tv and the sky stream puck I've been given keeps crashing while watching tv and then crashes so am having to keep turning it on and off again. Have checked the speed it's receiving and it's 220 mbps so don't think it's a issue with broadband speed. There's on other devices nearby such as a cordless phone or anything that I think could be causing interference. It happens at least 2 to 3 times a day. Any advice appreciated. Thanks.

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Hi @Pet 

@could be a faulty puck - try pulling the plug for a few minutes 

if that doesn't work report back and I will escalate your post to the online support team 

[Pet]

Thanks for getting back to me on this. I've tried unplugging and also restarting via the settings but it's still crashing and sometime won't switch on using the remote so have to unplug and replug to switch it on again. If this could be escalated so I can get a replacement that would be great.

[Jporch316]

@Pet 

I have escalated your post to the online sky community support team 

Please lookout out for an invitation to chat with them 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Pet  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Pet · Accepted solution]

Thanks for all your help with this. I've been I'm contact with sky now and have received a new puck which is working great now. Thanks again.

[TrumpingtonCamb]

We received a new puck, but the problem is still there....

frustrating, very frustrating....

[skiies]

I have exctly the same problem - Sky replaced the puck and the problem persists. It is now so bad that we just cant watch TV through the Slky stream puck. I will have to contact Sky and see if they can replace it again. This is simply awful as I have wasted hours  reconnecting, bypassing my mesh router, connecting directly vid cable and still problem persists

[Jporch316]

@skiies 

Why are you bypassing your mesh ? Should work fine off a mesh WiFi system .......

[skiies]

It was simply to check if it was my mesh that was causing the problem. So connected by wifi direct to router and then via ethernet cable all with same result. Virgin is my internet provider, and I get 200mbps down fibre and 30mbps up.