topic Stream puck suddenly says no Internet connection in Sky Stream

Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 10:38:49 GMT

Suddenly last night my stream puck started saying there wasn't a connection to the Internet.

Our broadband is fine and every other device in the house is connected and working

My husband has tried everything he can find online and it hasn't worked

Re: Stream puck suddenly says no Internet connection

BenJoBanjo — Thu, 12 Jun 2025 11:10:13 GMT

@Mrsraeroberts80 wrote:
Suddenly last night my stream puck started saying there wasn't a connection to the Internet.
Our broadband is fine and every other device in the house is connected and working

My husband has tried everything he can find online and it hasn't worked

Have you checked that network standby is turned on in the network settings on the puck?

Have you restarted the puck? Can you connect it to your router using an ethernet cable (and turn WiFi off on the puck's network settings) to see if it is functional?

Re: Stream puck suddenly says no Internet connection

darling412001 — Thu, 12 Jun 2025 11:33:25 GMT

May be a coincidence but today for the very first time my Stream said there was no WiFi connection which is weird because I connect via Ethernet and WiFi is turned off!

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 13:03:59 GMT

He had tried some of these already however he has just gone through them all again and nothing is working

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 13:30:51 GMT

We have just tried connecting to our phones hotshots and they aren't working either

Re: Stream puck suddenly says no Internet connection

BenJoBanjo — Thu, 12 Jun 2025 13:56:36 GMT

@Mrsraeroberts80 wrote:
We have just tried connecting to our phones hotshots and they aren't working either

It sounds like the puck may be faulty then. Give Sky a ring for further troubleshooting and replacement if necessary.

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 16:36:03 GMT

I was hoping not to have to as I suffer from anxiety

Re: Stream puck suddenly says no Internet connection

Fothergill1 — Thu, 12 Jun 2025 16:45:53 GMT

Hi @Mrsraeroberts80 would you like me to escalate your post to the Community Messaging Team for an online chat rather than you having to phone Customer Services? If so post back here.

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 16:47:02 GMT

Yes please

Re: Stream puck suddenly says no Internet connection

Fothergill1 — Thu, 12 Jun 2025 17:13:15 GMT

@Mrsraeroberts80 as requested I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

Note replies from Sky are not instant so you will need to regularly check the chat thread. Also be aware the team work from 8am to 7pm Mon-Sun in the UK and 9am to 4:30pm Mon-Fri in Ireland.

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Thu, 12 Jun 2025 17:23:44 GMT

Thank you 😊

Re: Stream puck suddenly says no Internet connection

Lisa-P1987 — Thu, 12 Jun 2025 17:48:43 GMT

Thanks for escalating this. We’ve sent Mrsraeroberts80 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Stream puck suddenly says no Internet connection

Mrsraeroberts80 — Mon, 16 Jun 2025 13:02:27 GMT

Had a chat with the team went through some things to try and sort it, had a new one delivered Saturday and now this one just keeps crashing.

Re: Stream puck suddenly says no Internet connection

Elchrisso — Thu, 14 Aug 2025 17:02:40 GMT

I've had the same issue for 18months, I'm connected via ethernet, ive reset, updated, recovered the puck, I'm on my 3rd puck now, I've had engineers out, ive upgraded to full fibre and sky max, still no better, they keep asking about my wifi and broadband and don't seem to listen when I say my phones, ipad, laptop, alexa, ring doorbell ALL work fine, I've ever watched sky on my iPad when the puck says broadband is down! There is an inherent problem with the design of them, I never had issues like this with the Q box, waiting for my contract to expire now....

Re: Stream puck suddenly says no Internet connection

BenJoBanjo — Thu, 14 Aug 2025 17:16:00 GMT

@Elchrisso wrote:
I've had the same issue for 18months, I'm connected via ethernet, ive reset, updated, recovered the puck, I'm on my 3rd puck now, I've had engineers out, ive upgraded to full fibre and sky max, still no better, they keep asking about my wifi and broadband and don't seem to listen when I say my phones, ipad, laptop, alexa, ring doorbell ALL work fine, I've ever watched sky on my iPad when the puck says broadband is down! There is an inherent problem with the design of them, I never had issues like this with the Q box, waiting for my contract to expire now....

You don't need to continue paying for a service if you cannot get it to work.

Call Sky, explain the situation and tell them that you've completed all possible troubleshooting and the service still does not function as advertised. They will let you leave any long term streaming TV contract early, penalty-free, as long as you have followed their troubleshooting advice and can show that it doesn't work, which clearly you have done.