topic New sky puck not working in Sky Stream

New sky puck not working

Mhay13 — Thu, 15 Jan 2026 19:31:48 GMT

hi I received my sky pack last week so set up and connected to the Internet been out today and not watched it come home and it is not connecting to the Internet. I have reset it. I have followed all the instructions on resetting reconnecting it to my sky broadband still not working however It will connect to my phone on a hotspot just not my Wi-Fi. Any ideas I've seen online. It seems to be an ongoing issue that a lot of people are having if that's the case I don't want it. I'll just go back to my Apple box advice needed please as I can't seem to speak to anybody at sky unless somebody can provide a number

Re: New sky puck not working

Dazzasky — Thu, 15 Jan 2026 19:35:54 GMT

@Mhay13 wrote:
hi I received my sky pack last week so set up and connected to the Internet been out today and not watched it come home and it is not connecting to the Internet. I have reset it. I have followed all the instructions on resetting reconnecting it to my sky broadband still not working however It will connect to my phone on a hotspot just not my Wi-Fi. Any ideas I've seen online. It seems to be an ongoing issue that a lot of people are having if that's the case I don't want it. I'll just go back to my Apple box advice needed please as I can't seem to speak to anybody at sky unless somebody can provide a number

Reboot your router and then try connecting again @Mhay13

Re: New sky puck not working

Mhay13 — Thu, 15 Jan 2026 19:38:41 GMT

Thanks for your response. I have done about five times now. I've reset the whole thing. It's not working. It will connect my phone on hotspot not my router which is a sky router brand-new

Re: New sky puck not working

Mhay13 — Thu, 15 Jan 2026 20:03:43 GMT

Called sky as nothing was working. Advised to unplug, whilst unplugged hold the power button and plug back in, continuing holding the button until amber light area this will update software, it's didn't work to start with but after 10 mins it reconnected to the internet while on the call to sky, I also threated to cancel this new contract and then it started working. Most likely coincidence, but you never know they could've done something back end.