topic Re: Does anyone actually know how to resolve Sky stream puck issues? in Sky Stream

Does anyone actually know how to resolve Sky stream puck issues?

mommabear — Tue, 12 Aug 2025 08:01:25 GMT

We have an EE smart plus router, everything except for the stream puck has a stable connection. The main living room TV and sky are on an ethernet connection. The puck always says no internet on start up ,but with a couple of presses of the home button we are able to watch live sport even on UHD dedicated channel. But no apps or UHD on other channels if prompted. The other pucks on WiFi all have same connection issues. Smart TVs able to access the apps. No suggestions on any forum seems to be able to offer a solution other than there might be an issue.We have tech savvy people in our home no tweaking resolves the problem.I would have thought Sky would be very worried by their 1 star reviews on Trust Pilot

Re: Does anyone actually know how to resolve Sky stream puck issues?

lettice — Tue, 12 Aug 2025 08:07:27 GMT

If it's just at startup, you need to do the following:

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.

When you have made the changes, do a Puck settings restart, as that ensures the options are taken correctly.

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: Does anyone actually know how to resolve Sky stream puck issues?

mommabear — Tue, 12 Aug 2025 09:45:54 GMT

All of this has been tried ,as I said I live with a son who understands router settings as an IT manager. Even had one puck replacement NOTHING works.

Re: Does anyone actually know how to resolve Sky stream puck issues?

Mark39 — Tue, 12 Aug 2025 10:05:56 GMT

@mommabear wrote:

All of this has been tried ,as I said I live with a son who understands router settings as an IT manager. Even had one puck replacement NOTHING works.

They're not router settings.

Re: Does anyone actually know how to resolve Sky stream puck issues?

mommabear — Fri, 15 Aug 2025 17:48:54 GMT

Exactly nothing works. I am aware of the difference, but some advice is checking the router settings. My question is for those of us with severe issues is there a solution.

Re: Does anyone actually know how to resolve Sky stream puck issues?

Dazzasky — Fri, 15 Aug 2025 17:57:47 GMT

@mommabear wrote:
Exactly nothing works. I am aware of the difference, but some advice is checking the router settings. My question is for those of us with severe issues is there a solution.

What is the download speed going into your house?