topic Re: Sky Pucks not working with new EE Router in Sky Stream

Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 17:16:22 GMT

Is anyone else having this issue? We've always had EE Briadband. We upgraded to new EE as of the 2nd September. It's a faster router and since then our pucks have displayed software errors. Even those the internet is great upstairs we received a booster from EE and it's now even faster upstairs .. everything works great except the pucks. Out of our own money Sky asked us to return the faulty puck that they asked us to hard reset, pay for a new one and today we have received it. Guess what? The issue has happened again with the new puck. Software update. The booster is on the same side as the main puck upstairs, nearly 600 mps and it's having none of it. Has anyone else had an incompatibility issue with the new EE broadband. I say new as they have a new company that all of us old EE customers were moved on to.

HELP!

Re: Sky Pucks not working with new EE Router

HannahEScott — Thu, 19 Sep 2024 17:23:03 GMT

From what I've seen around this forum, it seems to be a widespread issue with Sky Stream & Glass. I'm having the same problem with my puck, it's showing the black screen with the Sky logo, and rebooting back to the logo - and not getting as far as the home screen.

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 17:23:26 GMT

Just to add, it saw our router and completed the updates fast. It gets stuck at checking status, then displays a software error.

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 17:25:53 GMT

Oh no 😞 this doesn't sound good at all. I wish I had kept my old puck now until they resolve the issues. Mine saw my router, updated etc, it just got stuck at 'checking status' and then a software error.

when we initially turned our new router on the pucks displayed the Home Screen without the playlist, and tv guide section .. this is why we were encouraged to do around 20 factory resets over the last 3 weeks.

What an utter farce 😕

Re: Sky Pucks not working with new EE Router

Stubbo — Thu, 19 Sep 2024 17:33:58 GMT

All three of my pucks are doing the same thing....trying to initiate, then going offline....cycling every few minutes....I see an outage has now been reported by Sky so guess we have to sit and wait

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 17:42:30 GMT

I've honestly been made to feel like I'm the issue ha ha. Hence being encouraged to buy a new puck to try this. Are you with new EE too?

Re: Sky Pucks not working with new EE Router

Stubbo — Thu, 19 Sep 2024 17:47:55 GMT

No, I'm on City Fibre with Zen, problem is obviously in skys own systems.

Re: Sky Pucks not working with new EE Router

Fred1232 — Thu, 19 Sep 2024 18:08:58 GMT

Same mate

great to have nothing to watch

How long is this been going on

Re: Sky Pucks not working with new EE Router

Stubbo — Thu, 19 Sep 2024 18:11:30 GMT

Skys incident was listed as 4pm....guess it's been longer than that

Re: Sky Pucks not working with new EE Router

Fred1232 — Thu, 19 Sep 2024 18:15:17 GMT

Thanks

let's hope it gets resolved asap

Re: Sky Pucks not working with new EE Router

Exiled-in-HH — Thu, 19 Sep 2024 18:16:33 GMT

@MrsTitmus wrote:
I've honestly been made to feel like I'm the issue ha ha. Hence being encouraged to buy a new puck to try this. Are you with new EE too?

Why didn't Sky replace your Puck ... was it your property?

You can't own Pucks anymore ... other than secondhand Pucks previous owned by others🤔

Re: Sky Pucks not working with new EE Router

Exiled-in-HH — Thu, 19 Sep 2024 18:20:20 GMT

Anyone having persistent issues with Sky Stream should cancel ... and access Sky's subscription channels using Sky's NOWTV service🤔

Re: Sky Pucks not working with new EE Router

Fred1232 — Thu, 19 Sep 2024 18:23:54 GMT

I've just got my new router from sky so it can't be the router

Re: Sky Pucks not working with new EE Router

Stubbo — Thu, 19 Sep 2024 18:32:13 GMT

Sky are saying it may take up to 2 days to resolve!

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 18:48:19 GMT

Its been going on since we had our new EE router installed on the 2nd Sept. They asked us to do a hard reset as the tv guide wasn't showing on our home page, and the playlist etc was missing everything when we connected to the new wifi. From that point it's just been software error messages constantly.

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 18:49:47 GMT

@Fred1232 Its been going on since we had our new EE router installed on the 2nd Sept. They asked us to do a hard reset as the tv guide wasn't showing on our home page, and the playlist etc was missing everything when we connected to the new wifi. From that point it's just been software error messages constantly

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 18:51:47 GMT

@Exiled-in-HH Our pucks arrived Nov 22, and have been working fine until the new broadband router arrived. We were told we owned them but had to return the puck and pay for a new one! Explain that!! I feel like I'm being ripped off!!🤣

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 18:52:19 GMT

Is there now a massive outage then?

Re: Sky Pucks not working with new EE Router

Stubbo — Thu, 19 Sep 2024 19:28:06 GMT

Yeah...massive! Hope you gave other ways to entertain yourself, sky told someon it could take 2 days to fix

Re: Sky Pucks not working with new EE Router

MrsTitmus — Thu, 19 Sep 2024 19:38:16 GMT

Our sky glass is still working at least 🙏 I wonder if our issues from the 2nd onwards were the start of something else? I hope everyone gets sorted soon.