topic Re: Pucks not connecting in Sky Stream

Pucks not connecting

Mikfaeglesga — Fri, 14 Aug 2026 12:56:45 GMT

IMG_20260814_131001_HDR.jpgI I have 3 sky pucks all have been showing as being unable to connect to the internet. I have re-booted them and the router multiple times and even tried a hard re-set. everrythng else in the house is conecting with no issues. The problem only started yesterday.

Moderator note: personally identifiable information picture removed

Re: Pucks not connecting

Brill+Gill — Sat, 15 Aug 2026 08:01:16 GMT

Hi @Mikfaeglesga, 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 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

Re: Pucks not connecting

Millarat — Sat, 15 Aug 2026 09:55:31 GMT

Mines has been doing this since Thursday. Only way I can get TV is to use my phone hot spot and it works fine. But won't connect to Sky Max internet not even with Ethernet cable.

Re: Pucks not connecting

Millarat — Sat, 15 Aug 2026 09:58:40 GMT

I have the same problem which started on Thursday. Only way I can connect is by using my phone hotspot. Using Ethernet didn't even work. Sky are sending out new puck but from what I am reading this isn't going to sort anything as others in my area are also having the same issue.

Re: Pucks not connecting

Mikfaeglesga — Sat, 15 Aug 2026 10:03:30 GMT

I'm in the Glasgow area , don't know if it's a local issue

Re: Pucks not connecting

Millarat — Sat, 15 Aug 2026 10:06:36 GMT

I'm in ML3 area

Re: Pucks not connecting

CammyH90 — Sat, 15 Aug 2026 12:28:22 GMT

Has there been any update on this issue?

been having the same issue since thursday in renfrew.

Re: Pucks not connecting

Mikfaeglesga — Sat, 15 Aug 2026 12:56:27 GMT

I got told that they are aware of an issue affecting the west of scotland and are working on it, but don't have a timescale when it will be resolved

Re: Pucks not connecting

Danz994 — Sat, 15 Aug 2026 13:00:14 GMT

Good afternoon @Millarat From what you've described, this does sound consistent with the known issue currently under investigation.

The fact that the service works when using a mobile hotspot but not through your broadband connection, along with the reports from other customers in the area experiencing similar symptoms, suggests it may be related to the wider fault rather than an issue with your individual puck.

While Sky are sending a replacement puck, it's difficult to say at this stage whether that will resolve the issue if your symptoms are linked to the ongoing investigation. The teams involved are continuing to investigate, and any updates will be shared in this thread as soon as they're available: Answered: Re: No WiFi but showing as connected - Page 6 | Sky Community Thanks in advance for your patience. Thanks, Danielle

Re: Pucks not connecting

MG60 — Sat, 15 Aug 2026 15:33:07 GMT

Replacement pick doesn't work. I'm in Glasgow area also.

Re: Pucks not connecting

Danz994 — Sat, 15 Aug 2026 15:40:41 GMT

Good afternoon @MG60 I'm sorry to read that the replacement puck hasn't resolved the issue.

Based on the symptoms you've described and your location, I did wonder whether this might be linked to the known issue currently under investigation rather than a fault with the individual puck itself.

The investigation remains ongoing, and any updates that become available will be shared in this thread: Answered: Re: No WiFi but showing as connected - Page 6 | Sky Community

I appreciate that's frustrating, especially after taking the time to set up replacement equipment only to find the same problem remains. Thanks for letting us know the outcome. Thanks, Danielle

Re: Pucks not connecting

Millarat — Sat, 15 Aug 2026 17:02:09 GMT

New puck has arrived But same issue. Connects to hotspot but not broadband. Hope Sky are going to compensate for this as not getting what I'm paying for and this has been 3 days now.

Re: Pucks not connecting

ItWasAllMichele — Sat, 15 Aug 2026 18:23:15 GMT

Hi there @Millarat, 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 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

Re: Pucks not connecting

Michaelp1989 — Sat, 15 Aug 2026 19:44:05 GMT

Having the same issue in Oxford , other devices work fine just sky pucks keep dropping internet connection since today

Re: Pucks not connecting

Mikfaeglesga — Sun, 16 Aug 2026 06:17:58 GMT

My pucks seem to be connecting now, although running really slow, but at least it's a start

Re: Pucks not connecting

Millarat — Sun, 16 Aug 2026 08:29:04 GMT

Still nothing here won't even connect to router now.

Re: Pucks not connecting

Millarat — Sun, 16 Aug 2026 10:00:02 GMT

I have been informed by another customer that they have been told it's a software /firmware issue with the router. Still awaiting Sky actually giving update as to what's happening.

Re: Pucks not connecting

MG60 — Sun, 16 Aug 2026 10:40:02 GMT

Yes that was my though when I spoke to Sky. They sent out a new puck & extender which as I suspected made no difference. In my opinion this incident has been handled poorly by Sky. They should have prioritised early, communicated clearly and honestly to both customers and their wider teams. People understand mistakes happen and they would give them time to fix especially if it's a complex issue. It's when they don't communicate clearly and honestly that customers get frustrated. I've spend significant time installing the kit and trying to configure it when both Sky and myself know it's not going to work. Who knows how many bits of kit were sent out this weekend to placate customers. The cost of this exercise and the compensation will eventually make its way back to customers as annual price increases.

Re: Pucks not connecting

Radroller — Sun, 16 Aug 2026 12:50:52 GMT

Exactly same here to,just outside Glasgow,pucks will connect on hotspot but on sky fibre since Thurs.

Sky telly me everythings fine

Re: Pucks not connecting

LJB-C — Sun, 16 Aug 2026 12:53:28 GMT

Hello @Radroller 👋 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 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