Streaming puck

[Sue1442]

I have received the puck approximately 10 days ago. The remote seemed very poor and I have replaced it. Both puck and remote are working but the TV has the following message on it :- Sorry, because of a technical issue, you're currently experiencing a limited service. Please be assured that we're working hard to fix the problem.  The message has been on the tv  screen for the last 7 days and I am unable to access any programmes. I have a Samsung tv which I am able to use. I am seriously thinking of giving up and cancelling, if I could only get to speak to a human. Thanks

[SKY1992bf]

@Sue1442  have you tried calling ? Ignore everything the auto bot says and stay on the line as long as possible and you should get through to an agent 

Click on the need more help drop down at the very bottom of the link below to reveal an 0333 number if your in uk

If in ROI using the same link change the flag in bottom right hand corner and refresh the link before following above instructions to reveal an 0818 number

https://www.sky.com/help/home#M1014

or if you have sky mobile/talk call 150 Calls to Sky Customer Services from your Sky Talk landline phone or a Sky mobile are free

[Jporch316]

---

@Sue1442 wrote:

I have received the puck approximately 10 days ago. The remote seemed very poor and I have replaced it. Both puck and remote are working but the TV has the following message on it :- Sorry, because of a technical issue, you're currently experiencing a limited service. Please be assured that we're working hard to fix the problem.  The message has been on the tv  screen for the last 7 days and I am unable to access any programmes. I have a Samsung tv which I am able to use. I am seriously thinking of giving up and cancelling, if I could only get to speak to a human. Thanks

---

Hi 

have you tried powering the puck down by pulling the plug for a few minutes ?

[Mister_Dalek]

@Sue1442 

For Sky Stream to function at all you need to make sure you have a sufficiently fast and stable broadband connection, either via WiFi or ethernet to the puck. 

Presumably when you set the puck up you connected it to your broadband? What speed is the puck receiving? To find out, open the Netflix app, navigate to the get help menu and run a network check.

Ideally Sky Stream needs an absolute minimum of 25Mbps to stream in HD and 30Mbps for UHD, but realistically you need a lot more to maintain any form of stability, particularly if you have other devices in your household using up some of your bandwidth.