topic Re: Sky Stream - Network in Sky Stream

Sky Stream - Network

Simmo_UK — Sun, 22 Jun 2025 10:34:33 GMT

Morning,

I have recently made the switch from Sky Q to Sky Glass and Stream.

So far we are really enjoying the experience and wish we'd made the switch sooner.

We have 1 x Sky Glass and 4 x Sky Stream Pucks.

We have 900mbs Full Fibre, also provided by Sky

All devices are connected via Ethernet (direct back to router) with Wireless set to "off" Network Standby Mode set to "on" and Overnight Power Saving "off" on all devices.

Everything is working as expected with the exception of 1 Puck which almost every day when it is first turned on informs us it isn't connected to WiFi, on clicking settings it clearly says its connected via Ethernet and that WiFi is "off" on clicking OK it disappears and works as normal.

Is this just something I need to put up with, or do you think the puck is faulty and it's worth reporting to Sky to source a replacement Puck?

Re: Sky Stream - Network

lettice — Sun, 22 Jun 2025 10:41:33 GMT

Can you on the puck having trouble do a toggle of the puck wifi on/off, the standby off/on and overnight power saving on/off.

As soon as you have made those changes, do a settings restart of the Puck.

We have seen that sometimes the options do not take correctly and do not get set, but doing a settings restart does set them.

I'm sure from what you mention that you are aware, but this is the settings restart.
Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Re: Sky Stream - Network

Simmo_UK — Sun, 22 Jun 2025 10:46:31 GMT

Thanks for the advice @lettice

I have just done that and restarted the device.

Will see how that goes over the coming days, fingers crossed that has done the trick

Re: Sky Stream - Network

Simmo_UK — Mon, 23 Jun 2025 08:54:15 GMT

Quick Update - Sky Stream puck turned on today (quicker than normal) and did not display the "WiFi not connected" screen.

So far so good but will continue to keep an eye on this.

Thanks again for your help

Re: Sky Stream - Network

Simmo_UK — Wed, 25 Jun 2025 08:56:19 GMT

Puck reverted back to the "No WiFi" again this morning.

Do you think it is worth a call to Sky to get the puck replaced, or is this something that we just need to put up with?

As per the original post, we don't see this behaviour on any of the other 3 pucks.

Re: Sky Stream - Network

lettice — Wed, 25 Jun 2025 15:18:33 GMT

@Simmo_UK

Think it could be worth trying a replacement puck.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

Re: Sky Stream - Network

Simmo_UK — Wed, 25 Jun 2025 15:59:07 GMT

Appreciate it, thank you

Re: Sky Stream - Network

oj01 — Wed, 25 Jun 2025 16:02:02 GMT

@Simmo_UK wrote:
Appreciate it, thank you

Another thing you could try is swapping the Puck for a working one, just to see if the fault follows the Puck or stays in the location.

Re: Sky Stream - Network

Simmo_UK — Thu, 26 Jun 2025 07:34:35 GMT

Great suggestion, thank you.

I also had this thought and yes the problem followed the puck.

Just a quick update, I had a great online chat session with Sky Support yesterday (thanks again @lettice ) and we performed a full reset of the device as the next step.

Working OK this morning but like last time it took a few days to happen last time so keeping an eye on it.

Re: Sky Stream - Network

kimmy531 — Wed, 08 Oct 2025 20:43:05 GMT

how do i reset a sky puck