Sky streaming puck not working

[Imran888]

I ordered a Sky streaming puck, but it hasn’t worked at all. I returned the first one and was given a replacement. With this one, the Sky logo appears, but then it just buffers and the puck switches off.

Is anyone else experiencing issues with their Sky streaming puck, or is it really just me?

[Stephen+Mourton]

@Imran888   Hi, customers do have problems with their pucks from time to time but clearly for most it is fine,   Do you know your internet speed?  Is your router and puck connected by an Ethernet cable?  If not does your router have a clear line of sight to the puck and not behind furniture or in another room or near a window or mirror and neither the router or puck have objects touching them?   Often it is people's set up that is the problem rather than the puck.  Anyway I hope that helps.

[Imran888]

Hi there 

I recently upgraded to fibre optic 150, so I have an excellent connection and can already notice the improvement compared to my previous internet.

The distance between the router and the box is only about 3–3.5 metres, with no furniture in the way, so I’m not using a cable connection.

• I’ve already worked with the tech team and followed their instructions, including holding down the power button until the lights flash and resetting the box, but unfortunately I’ve tried this twice and it hasn’t worked. The box keeps switching off before it even gets to the connection settings.  Sky logo comes on..white light on box finding device and the device goes off 

[Stephen+Mourton]

@Imran888   Well that is a puzzler, I will give it some further thought, in the meantime maybe someone else on here can help. 

[Imran888]

Tell me about it Stephen 

I can't access Netflix unless the puck box works so in a limbo at. Moment 

Think you for taking time out and respinding 

[BenJoBanjo]

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@Imran888 wrote:

Hi there 

I recently upgraded to fibre optic 150, so I have an excellent connection and can already notice the improvement compared to my previous internet.

The distance between the router and the box is only about 3–3.5 metres, with no furniture in the way, so I’m not using a cable connection.

• I’ve already worked with the tech team and followed their instructions, including holding down the power button until the lights flash and resetting the box, but unfortunately I’ve tried this twice and it hasn’t worked. The box keeps switching off before it even gets to the connection settings.  Sky logo comes on..white light on box finding device and the device goes off 

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The puck isn't getting particularly hot is it? Is it positioned away from other heat-generating electronic devices, sunny windows and radiators for example? I have read reports of Stream pucks shutting down when they get too hot to prevent damage so I wonder if this is the case with yours? It's also been suggested that the newer version of the Stream puck has improved thermal control, offering better stability when streaming high-bandwidth UHD content for example. Do both pucks you've had have the big, chunky power adapter or have either of them had the newer slimline plug? 

[Imran888]

Hi BenjoBanjo

Is the puck getting hot?

No, it’s brand new and doesn’t stay on long enough to even get hot.

Is it positioned away from other devices, windows, radiators?

• Yes, it has plenty of space and isn’t near any other tech, heat sources, or direct sunlight.

Could it be shutting down from overheating?

No, that’s not the issue because it never gets the chance to heat up.

Which power adapter does it have?

It’s the big chunky plug, but nothing  damaged.

[BenJoBanjo]

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@Imran888 wrote:

Hi BenjoBanjo

Is the puck getting hot?

No, it’s brand new and doesn’t stay on long enough to even get hot.

Is it positioned away from other devices, windows, radiators?

• Yes, it has plenty of space and isn’t near any other tech, heat sources, or direct sunlight.

Could it be shutting down from overheating?

No, that’s not the issue because it never gets the chance to heat up.

Which power adapter does it have?

It’s the big chunky plug, but nothing  damaged.

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Good to know. It could be a dodgy batch of pucks that somehow made it past QC (if they indeed go through any form of QC at the factory) and you've just been unlucky and had two with the same fault. Not sure what else to suggest other than get another replacement.  

[Imran888]

I know ..just my luck ..I have requested another Puck ..if this doesn't work then I'll just have to cancel the streaming service snd just keep the fibre optic bb

[BenJoBanjo]

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@Imran888 wrote:

I know ..just my luck ..I have requested another Puck ..if this doesn't work then I'll just have to cancel the streaming service snd just keep the fibre optic bb

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They do seem to be temperamental little devices - working fine for some people and terribly (or not at all) for others.

Hopefully you can get it sorted. If not then there are plenty of other streaming options out there. Most of Sky's output can be received via their own NOW TV app on most other streaming devices like FireTV, Roku, GoogleTV, AndroidTV, and Apple TV 4K devices. It can often be a cheaper and more flexible way of just getting Sky channels, like Sport only or Cinema only. Very handy if you don't get on with the Stream puck.   

[ChrisBarnes1981]

There seems to be a sudden recent flux of posts all saying there is something f wrong with their sky not working or playlists not loading correctly or feeezing etc.

ny box has started doing exactly the same and I have been through everything with sky rebooting etc, got a new box and it's exactly the same.

when I installed my new box it got stuck on the install process and I had to tether the box's WiFi to my mobile phone to get it to go through and then when I tested it with my internet which's is full fibre from Youfibre it would not play nicely at all, keeps losing signal, playlists all messed up or not loading at all, box really slow.  So I tethered to my mobile again and it all worked fine!  Now I know from this that it's my youfibre causing the issue and I have reported it to them despite them saying nothing has changed on their side.

This is the but... the sudden posts all showing similar symptoms over the last few days seems too much a coincidence and I wonder if sky have changed something that is stopping the boxes behaving with certain network providers?

[Stephen+Mourton]

@Imran888   I would be a shame if you felt forced to cancel as it is a really good sysyem, although I accept a few niggling faults to iron out.  Have you tried connecting via an Ethernet cable, if only temporarily, just to see if that fixes it? 

[Imran888]

True say 

Will have to look into it 

Thank you for the help and advice