Sky tv puck stuck on whole home screen

[Darrell170364]

Don't even know how I got on this screen, but it is one saying choose "whole home" option, and I can go into a settings screen from there, but if I try to exit back to main Sky screen I can't get out of it. Have tried switching the puck and TV off makes no difference comes back with the same screen.

[lettice]

Have a read of this Sky help article, sounds like your Sky Stream puck is getting stuck in a standby state.

Namely, do the recovery procedure in step 4

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

[Darrell1703 · Accepted solution]

Thanks for the advice lettice it probably would have worked if the issue had been the existing puck. 

However, the issue ended up being that they had sent me an additional puck for the whole home service, which I didn't actually want, and somehow they had linked my account to the new puck instead of the one I already had installed, so I switched the pucks round and it worked. But thank you again, Cheers Darrell