topic Re: Sky Puck not working in Sky Stream

Sky Puck not working

RBC616 — Sun, 02 Nov 2025 18:07:09 GMT

Hello

My sky TV Puck is telling me there is no connected WiFi in my household but the tracker on here says everything is fine, I am still using WiFi on my phone. I do not understand what the issue is

Re: Sky Puck not working

Fothergill1 — Sun, 02 Nov 2025 20:45:01 GMT

Hi @RBC616 and welcome to the forum.

On the odd occasion this has happened to me I find the following procedure sorts out the problem and gets me reconnected to the internet gain.

Put your puck into Standby and then unplug both your 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: Sky Puck not working

Jon34 — Mon, 03 Nov 2025 01:27:48 GMT

Please please please, don't unplug your router unnecessarily,

Doing so can make the remote-equipment think there is a fault and this could negatively effect your service.

It could be that your router has changed WiFi channels as they tend to do this on a daily basis, unplugging the puck for 30 secs and plugging it back in should do the trick.

If you find this happens often, either login to the router and turn off daily channel scan, or set the WiFi channels to something other than auto.

If this is beyond you, some I ternet service providers are very helpful and they can do this for you

Re: Sky Puck not working

Fothergill1 — Mon, 03 Nov 2025 13:42:24 GMT

@Jon34 wrote:
Please please please, don't unplug your router unnecessarily,

Doing so can make the remote-equipment think there is a fault and this could negatively effect your service.

It could be that your router has changed WiFi channels as they tend to do this on a daily basis, unplugging the puck for 30 secs and plugging it back in should do the trick.

If you find this happens often, either login to the router and turn off daily channel scan, or set the WiFi channels to something other than auto.

If this is beyond you, some I ternet service providers are very helpful and they can do this for you

Hi @Jon34 I am certainly not a expert in networks and routers and you may well be correct but TP-Link basically says at the first sign of issues reboot the router as this will clear the cache and improve it's performance.

Personally I only reboot when necessary but it has never caused me any issues when I do so.

Re: Sky Puck not working

SPDS01 — Sat, 08 Nov 2025 12:27:03 GMT

The Sky Puck appears to be quite fragile technology. Mine frequently freezes or just says "technical fault" or disconnects from WiFi. Unplugging the puck for 30 seconds usually works. The are now more rare as I go to settings (3 dots on remote) and do a Reset at least once a week. I guess that it is cheap for a reason 🙄