topic Re: Sky Stream- Connection Issues in Sky Stream

Sky Stream- Connection Issues

MikeRowe — Mon, 20 Oct 2025 11:45:48 GMT

Hello,

I have just got Sky Broadband and Sky Stream.

I've had the stream on before, using a personal hotspot before the broadband was activated.

broadband was activitated today- stream is connected to network but 'not connected to the internet'

I've been turning it on and off etc. I'm not able to connect via Ethernet cable, so am relying on the WiFi.

any suggestions?

Re: Sky Stream- Connection Issues

lettice — Mon, 20 Oct 2025 12:00:19 GMT

Have you gone into the Puck network settings and done a reset as below;

Select Network settings in the Puck Settings.
Select Reset.
Wait while your network is checked, then select Confirm.
Now, follow the on-screen instructions to:
- Connect to a Sky hub
- Connect to a router from another provider
- Connect with an Ethernet cable instead of WiFi

Re: Sky Stream- Connection Issues

MikeRowe — Mon, 20 Oct 2025 12:04:42 GMT

Yes, multiple times.

it says 'connected to network' 'not connected to internet'

Re: Sky Stream- Connection Issues

Fothergill1 — Mon, 20 Oct 2025 15:40:15 GMT

Hi @MikeRowe On my own setup when I lose internet connection from the network which occasionally happens I find the following procedure reconnects the internet.

Put your puck into Standby and then unplug both the 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