Updating software issue

[LW12]

Engineer came yesterday and since I have had no TV . Updating software is not moving from 0%. I've tried ringing a support number but getting nowhere. 

[Mister_Dalek]

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@LW12 wrote:

Engineer came yesterday and since I have had no TV . Updating software is not moving from 0%. I've tried ringing a support number but getting nowhere. 

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What kind of engineer? Broadband? 
Is your router working? Are other devices connecting to your WiFi? 
have you turned the Stream puck off at the wall for a minute then back on and tried connecting it again? 

[LW12]

The sky engineer I assume. Broadband is fine but just TV. The one thing he told me was not to switch off at the wall so I'm not sure what to do. 

[MarkGoldsmith]

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@LW12 wrote:

The sky engineer I assume. Broadband is fine but just TV. The one thing he told me was not to switch off at the wall so I'm not sure what to do. 

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Sky don't send engineers for Sky Glass or Sky Stream, it's all self setup, plug in and follow the on-screen instructions.

If the screen is showing a Sky update stuck at 0% you need to unplug the Sky device for a couple of minutes and then plug it back in. That should resume the software update.

[LW12]

I changed to Sky yesterday broadband and TV so thought it would be but Ok. I'll give that a go. Thanks

[Exiled-in-HH]

It is likely the Sky installation engineer was advising you not to turn off the BB router after initial installation .... there should be no issues with power cycling a Puck😉

[LW12]

Thanks Mark! It's working now. 😊

[LW12]

Thanks to everyone who replied with help. Sorted now. 🙏