Sky Puck Sound and Internet Issues

danielsmith2910 — Sat, 04 Jul 2026 16:03:45 GMT

Hi,

My Sky Puck has suddenly stopped playing any system sounds, and constantly has internet issues.

Sound Issues:

There is no system sound at all, but it does play normal audio when watching something. It also no longer allows my Sonos Beam Gen 2 to use Night Mode or Speech Enhancement, even though it did a month or 2 ago.

I've tested that this is definitely a Sky Puck issue and not a Sonos issue, and can confirm the Sonos devices works as should when using my TV apps rather than Sky.

My settings currently have the 'Digital audio output HDMI' to 'Auto' which it always has been. I have tried to see if changing it to 'Dolby Digital Plus' would make a difference, and it didn't. My Sonos is connected through the TV's eARC.

Internet Issues:

At the same time that the sound issues began, my Sky Puck now turns on and displays a screen telling me it's not connected to WiFi.

I have my Sky Puck connected via Ethernet, I have the WiFi turned off in 'Advanced Settings', and I have 'Network Standby mode' turned to on.

I have tried a variety of things to try and see the issue, including turning WiFi On when plugged into ethernet, and trying to use just WiFi and no ethernet, but nothing works.

Conveniently all these issues started when I joined Sky broadband. I never had these issues with Virgin Media.

Re: Sky Puck Sound and Internet Issues

Jen_out_of_Jen — Sun, 05 Jul 2026 12:18:43 GMT

Hi @danielsmith2910, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware that conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

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Sky Puck Sound and Internet Issues

Re: Sky Puck Sound and Internet Issues