topic Re: Puck will not connect to the internet in Sky Stream

Puck will not connect to the internet

Philly — Tue, 19 Aug 2025 14:22:51 GMT

my stream puck suddenly started saying there wasn't a connection to the Internet - but therer is! It is connected by ethernet and was working prefectly ubtil it decided not to.

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

I have tried everything Sky advises me to do and it hasn't worked. The TV is a Samsung, and it is connected to wifi through the Samsunbg box, but not the puck.

Re: Puck will not connect to the internet

antonypg — Tue, 19 Aug 2025 14:32:20 GMT

You may have tried already, but try switching your router and the puck off for 5 minutes (unplug at the wall). If you have an Ethernet switch in the way also switch that off.

Then switch on the router, then the Sky puck a few minutes later.

If this fails try a different cable and a different port on the router.

Re: Puck will not connect to the internet

Fothergill1 — Tue, 19 Aug 2025 14:54:00 GMT

Hi @Philly When this has happened to me in the past I find the following procedure seems to work (similar to the suggestion from @antonypg ).

Put your Glass or puck into Standby and then unplug both your Glass TV (or puck) and router. Leave for a couple of minutes and then plug your router back in and wait for it to finish rebooting. Once it has rebooted plug your glass TV back in and when that has also rebooted it should have reconnected to the internet

If that doesn't resolve the issue then have a look at the following links to see if they help:

https://www.sky.com/help/articles/sky-glass-no-internet-connection-osm

https://www.sky.com/help/articles/connect-devices-to-broadband-start

Re: Puck will not connect to the internet

antonypg — Tue, 19 Aug 2025 19:11:17 GMT

A lot of these faults appear to be linked to DHCP or something similar. Restarting the router and the puck seems to get the connection synced. I have four pucks that lost their network connection almost every day after I first got them. One of them was on Ethernet, three on WIFI, but the same fault on all of them.

I changed all of them to not go into standby, and to keep the network alive. Then I set reserved IP address on the router. To make sure the connection stayed solid I set them all to 2.4GHz only and fixed which Deco unit they connected to. I went from constant faults every day to having no connection faults at all.