Sky Stream Puck Wifi Connectivity intermittent

ZB007 — Mon, 13 Jan 2025 12:26:31 GMT

Hi All,

Wondering if someone can assist here. So I have a 65 inch tv wall mounted with a Sky stream puck mounted behind it. I've recently moved home and have a connection speed over vdsl of around 85mbps. The router is in the same room as the TV and is less than five metres away. I have enabled the setting on the puck to maintain internet connectivity in standby mode but frequently in the morning when I turn on the tv and flick over to sky I face the dreaded "your wifi does not have an active internet connection" so it doesn't appear to be losing wifi connection but definitely failing to break out to the www. Once I go into network settings it checks and confirms connectivity and then works fine. But this is really very frustrating on daily. I'm currently using a PlusNet Hub 2, although I will replace it with my RT-AX88U_pro once my FTTP is installed. Is anyone aware of this issue and if there are any specific settings on the PlusNET Hub 2 device? I could possibly add the ASUS AX88U as a repeater but I'd rather avoid running two routers.

Re: Sky Stream Puck Wifi Connectivity intermittent

lettice — Mon, 13 Jan 2025 12:36:16 GMT

Having good broadband is key to Sky Stream.

Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

topic Sky Stream Puck Wifi Connectivity intermittent in Sky Stream

Sky Stream Puck Wifi Connectivity intermittent

Re: Sky Stream Puck Wifi Connectivity intermittent