@Ant181
Your not talking to Sky. This is a customer helps customer forum. You say you have connected via ethernet, however have you turned off WiFi in the settings? If not your puck will still try to connect via WiFi.
Also what is your internet speed? Does it meet the minimum of 25Mbps for HD and 30Mbps for UHD?
If you wish to report to the issue to Sky you can do so by dialling 150 from a Sky landline or mobile or via the 0333 number under need more help on this page: https://www.sky.com/help/home
The forum software doesn't allow us to post numbers.
MikeAlanR
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55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.
Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
