topic Re: Sky puck keeps disconnecting in Sky Stream

Sky puck keeps disconnecting

Nat23 — Sun, 17 Dec 2023 13:53:12 GMT

Does anyone have issues with sky puck every few weeks mine disconnects from the internet. The main tv is fine.

It is connected via a booster but thats fully connected and the internet in other rooms is fine. Its really annoying

Re: Sky puck keeps disconnecting

Mikeabc1 — Mon, 18 Dec 2023 08:10:52 GMT

I'm guessing you've looked at settings and turned on the stay connected option.

Re: Sky puck keeps disconnecting

MarkGoldsmith — Mon, 18 Dec 2023 08:31:54 GMT

@Nat23 @How are you connecting it to the internet?

If by WiFi go into settings and change "networked standby mode" to ON and "overnight power saving mode" to OFF.

if that doesn't help switch from WiFi to Ethernet which generally works a hell of a lot better and in settings then turn to WiFi Off as otherwise it will switch from Ethernet to WiFi automatically by default.

Re: Sky puck keeps disconnecting

Exiled-in-HH — Mon, 18 Dec 2023 08:35:56 GMT

If connection via ethernet cable is not possible... Powerline connection might work🤔

Re: Sky puck keeps disconnecting

jatin000 — Wed, 28 Feb 2024 22:18:14 GMT

Hello,

I have had sky stream installed for about 2 weeks now. The puck has a direct ethernet feed from the puck to a network switch. However every so often the stream stops responding and says wireless disconnected. Even though there is a hard wired ethernet connection and the wireless is set to off.

It seems to me the puck is always looking for an wireless connection but why does it do this scan randomly and always during a live TV program. Everytime we are watching TV, a blue message appears saying no wireless signal, I have to disconnected the ethernet cable and place it back again, then wait for 7 minutes till TV starts working again.

Any ideas.

From jatin

Re: Sky puck keeps disconnecting

Mikeabc1 — Thu, 29 Feb 2024 11:53:36 GMT

If you haven't already done so it might be worth going to Settings/Start up and standby and turning on network standby mode. I've also turned off overnight power saving.

Re: Sky puck keeps disconnecting

jatin000 — Wed, 06 Mar 2024 09:27:31 GMT

Hello,

Thank you for the message,

Actually, the network stand by mode was on by default, but why would this trigger when their is a live broadcast in occurance. For example when a LIVE football stream is on, we have yet to watch a full game, as the puck stops, halts and starts looking for a wireless signal, when its hard wired.

The overnight power settings mode doesnt actually tell you what time that kicks in, I have turned that off now, but still the disconnection happens in the day time and evening. So either way, the puck randomly looks for a wireless signal even though the wireless trigger is set to off.

Strange, and I know if i contact support, I will be there for at least an hour going through novice settings which i dont have patience or time for..There is an underlaying issue with the puck always looking for wireless and disconnecting.

From jatin

Re: Sky puck keeps disconnecting

jatin000 — Wed, 06 Mar 2024 09:30:36 GMT

Hi,

oooo yeah mine has been installed for 2 weeks and every day it disconnects from the internet. I had virginmedia for 17years and not had a single issues with ther TV boxes. But 2 weeks with sky stream and everyday the same disconnection issue. Mine is hard wired and its the only unit in the house that randomly says disconnects. Somehow a ghost comes along and says "sky disconnect". The only way to fix is to unplug the ethernet cable, leave it alone for at least 1 minute, anything shorter doesnt work, and then plug back in and resynch... Takes a good 5 minutes...darn annoying.

Re: Sky puck keeps disconnecting

MarkGoldsmith — Wed, 06 Mar 2024 09:53:47 GMT

@jatin000 wrote:
Hi,
oooo yeah mine has been installed for 2 weeks and every day it disconnects from the internet. I had virginmedia for 17years and not had a single issues with ther TV boxes. But 2 weeks with sky stream and everyday the same disconnection issue. Mine is hard wired and its the only unit in the house that randomly says disconnects. Somehow a ghost comes along and says "sky disconnect". The only way to fix is to unplug the ethernet cable, leave it alone for at least 1 minute, anything shorter doesnt work, and then plug back in and resynch... Takes a good 5 minutes...darn annoying.

@jatin000 make sure the Wifi is disabled in the settings as well if you are using ethernet.

Also when you get the buffering issue, do a speed check using the Netflix app (Get Help -> Check Your Network) and see what speed the device is getting.

Re: Sky puck keeps disconnecting

jatin000 — Wed, 06 Mar 2024 09:57:21 GMT

Hey Mark,

Well its interesting as my VirginMedia Tivo has no issues, we had this box for over 5 years, close to 10, had virginmedia fo 17years. Therefore I dont think its a network issue, I can probably gues where getting about 90Mbs, my assumption.

Yes the wireless is triggered to off on the settings, still the stream says "no wireless",

From Jatin

Re: Sky puck keeps disconnecting

MarkGoldsmith — Wed, 06 Mar 2024 10:00:38 GMT

@jatin000 wrote:
Hey Mark,
Well its interesting as my VirginMedia Tivo has no issues, we had this box for over 5 years, close to 10, had virginmedia fo 17years. Therefore I dont think its a network issue, I can probably gues where getting about 90Mbs, my assumption.
Yes the wireless is triggered to off on the settings, still the stream says "no wireless",
From Jatin

That may be true but the Sky Stream puck works in a different way to the VM Tivo boxes, so it is possible there is something going on it doesn't quite like.

Re: Sky puck keeps disconnecting

jatin000 — Wed, 06 Mar 2024 13:04:23 GMT

Hi,

Thank you for the message, im going to monitor this as it happens everyday. However when I connect the VM Tivo and use the interactive I have no issues. Also there is no other issues in the house. Only on this sky stream puck units.

Seems there is a lot of reports of the same issues here on this community.

From jatin

Re: Sky puck keeps disconnecting

jatin000 — Wed, 06 Mar 2024 17:23:00 GMT

Hi,

So i had a look at my sky settings and the standyby is set to ON and then over night power I have set to OFF.

So in the space of 30minutes the sky puck lost connection about 5 times and kept on looking for the wireless connection even though the device is hard wired. Does anybody know how to change the default connection from the back end?

From Jatin

Re: Sky puck keeps disconnecting

lettice — Wed, 06 Mar 2024 17:29:08 GMT

@jatin000 wrote:
Hi,
So i had a look at my sky settings and the standyby is set to ON and then over night power I have set to OFF.

So in the space of 30minutes the sky puck lost connection about 5 times and kept on looking for the wireless connection even though the device is hard wired. Does anybody know how to change the default connection from the back end?

From Jatin

Would be best after you made the changes above to power off the Puck, leaving off power for a few minutes.

Would expect not doing that, it's still not quite forgotten the Wi-Fi switch turn off you made.

Re: Sky puck keeps disconnecting

jatin000 — Thu, 07 Mar 2024 22:36:55 GMT

Hi,

Well I did power of the unit and every appliance connected to the TV. I turned of the mains power for 5 mins yesterday and still no difference. Today, between 1300 to 13:20 the sky stream puck lost network connectivity 7 times.

Today at 22:13 the whole sky stream power down and restarted randomly.

Nornally ethernet connection takes priority over any wireless network, so in reality the wireless is off so ethernet should be perminant. Even if I power of the unit, i dont think the sky stream saves the network settings.

Thinking to returning the unit and changing to something else.

From Jatin

Re: Sky puck keeps disconnecting

Fothergill1 — Thu, 07 Mar 2024 23:06:02 GMT

@jatin000 I see you are using Ethernet so have you turned off WiFi in the settings? If not the puck will try to default to WiFi. Check that it is off in Settings > Network > Advanced settings.

Re: Sky puck keeps disconnecting

lettice — Thu, 07 Mar 2024 23:26:53 GMT

@jatin000

Further to all you have tried, would now suggest, trying a network reset.

- - - - - - - - - -

Press Home on your Sky remote.
Select Settings, then Network. Here you'll see your current network settings.
Press right until 'Reset' is highlighted and press Select.

We'll then check your internet connection. You'll see a ‘Your network set-up looks good’ message.

4. Press right and select Confirm to continue.
5. From the three options, chose the 'Connect via Ethernet Cable' and press Select. Your Sky Stream puck will now be connected through the Ethernet cable.
6. Press Home to finish.

- - - - - - - - - -

Sky do say, there is no need to turn off wifi, but would be wise to do so after the reset change above and after doing so, remove the power or switch off at the socket of the Sky Stream puck for a few minutes.