topic Sky puck no internet error message in Sky Stream

Sky puck no internet error message

Nick234 — Sat, 23 Aug 2025 09:57:01 GMT

'No internet' message displayed, settings say that wifi is connected but there is an issue with the broadband. Broadband is with Sky, service checker says broadband is ok and other devices are connecting properly. Have rebooted puck and router, still 'no internet' message displayed. Any ideas?

Re: Sky puck no internet error message

GD1 — Sat, 23 Aug 2025 09:59:08 GMT

@Nick234 Try doing a network reset within the puck settings menu.

Are you connected using wifi? If so is using ethernet an option?

Re: Sky puck no internet error message

DB05 — Sat, 23 Aug 2025 09:59:42 GMT

If this has only happened in the last 24 hours have you by any chance got UI Version 3.2.0 and Build Version QS037.044.00P as I've just posted below about my connection error message.

https://helpforum.sky.com/t5/Sky-Stream/UI-Version-3-2-0-No-WiFi-Connection-message/td-p/5066754

Re: Sky puck no internet error message

Nick234 — Sat, 23 Aug 2025 10:19:56 GMT

No, sorry, both UI and build versions are different

Re: Sky puck no internet error message

Nick234 — Sat, 23 Aug 2025 10:20:59 GMT

I have done a network reset, no change. Sadly, ethernet is not an option

Thanks

Re: Sky puck no internet error message

GD1 — Sat, 23 Aug 2025 10:24:23 GMT

@Nick234 It may be a faulty puck as you've tried the usal steps we would advise, you'll need to call Sky on 150 from a Sky Talk landline or Sky Moble

Re: Sky puck no internet error message

Fothergill1 — Sat, 23 Aug 2025 10:40:12 GMT

Hi @Nick234 I find when that happens to me the following procedure get it back up and running.

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