topic Sky stream puck not connecting to internet in Sky Stream

Sky stream puck not connecting to internet

SWEssex1986 — Wed, 24 Jun 2026 18:59:05 GMT

Sky puck wont connect to router. Tried restarting router. Tried unplugging puck and turning back on. Tried hard reset of puck. Doesn't work. Internet is working on other devices

Re: Sky stream puck not connecting to internet

mikealanr — Wed, 24 Jun 2026 19:55:34 GMT

Hi @SWEssex1986

You will need to provide more information in order for the community to assist. Is this a new install? Who is the ISP? What is the make and model of the router? How are your trying to connect (e.g. password, WPS etc).

We are fellow customers not Sky and know nothing about you your setup unless you tell us, but we have experienced most issues between us and the community will do it's best to assist.

MikeAlanR

Re: Sky stream puck not connecting to internet

SWEssex1986 — Thu, 25 Jun 2026 09:06:45 GMT

Its not a new install. It just randomly stopped working and now wont reconnect

Re: Sky stream puck not connecting to internet

GD1 — Thu, 25 Jun 2026 09:12:02 GMT

@SWEssex1986 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Sky stream puck not connecting to internet

SWEssex1986 — Thu, 25 Jun 2026 09:14:15 GMT

I tried connecting via password and wps and neither worked

Re: Sky stream puck not connecting to internet

Sky_Gee — Thu, 25 Jun 2026 09:21:51 GMT

Good morning 🌞

Thanks for escalating this @GD1 We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.