puk with hardware fault

[pm_5544]

For some time I've put up with a hardware fault in one of my three puks. It sometimes starts with no sound, a restart fixes it. More often it turns on and flickers to a black screen then returns to normal for a few second before flickering to a black screen again (as if it's trying to reset). A restart fixes the problem for a few days before it starts happening again. How do I get a replacement (it's not that old) without calling the help lines (which previous experience suggests is problematic at best).

Regards

P

[Mark39]

You'll need to call to report the fault and request a replacement,

[mikealanr]

Hi @pm_5544 

You will need to call Sky as @Mark39 indicates. However have you checked that you puck is getting the required speed of 25Mbps for HD and 30Mbps for UHD? Your symptoms are typical of poor WiFi / broadband stability with Sky Stream.

MikeAlanR

[Hunter2660]

Perhaps you could swap pucks to make sure it's the puck that's faulty and not something else causing issues where the puck is positioned.

[pm_5544]

My PS5 sits next / slightly below it and gets 200+Mbps so I doubt it's a speed issue and a reboot shouldn't make a difference if it was. I'll bite the bullet and call support. That'll ruin my Christmas.

[Chrisee]

@pm_5544 a reboot will not affect connection spedd but can clear other faults and is something Sky are likely to ask you yo do if you call them. 

[pm_5544]

As mentioned, reboots are required to clear it. I've been having to do them on a regular basis due to the problems I'm having.