I had the same thing yesterday (apps all working and streaming fine in HD but Sky delivered content not) & troubleshooting over the phone, the operative is also sending me a new puck to exchange for this one but after this I did some further research and testing
In my case I switched from my router on my own internet connection in my room to the main one in the house, and it started working again. My issue was a bit different from yours in that the symptoms are the same but the cause slightly different, although I think this may shed some light on what may be happening and someone from Sky will hopefully be able to confirm the situation.
In my case I'm was using an EE 4G router which is permanently connected, however EE use something called CGNAT (to save on the number external of IP addresses they need) which means that services (such as Sky Stream) connected to do not see a unique IP address for the device connecting, and the other thing is that when I phoned back and mentioned I'd got it working, the Sky operative asked me whether my external IP address is static (i..e. it never changes) or DHCP assigned (i.e. it changes every so often). I explained the situation and she mentioned that there is a fair bit of security around the service to ensure that it is only being used in a single residency (and not being moved between households) in accordance with the terms and conditions, and that I would be best to keep using my parents BT ADSL internet connection (the reason I have my own 4g modem is that the ADSL is not as fast as the 4G) as that is what the Sky Stream systems are expecting (i.e one customer on a unique IP address which changes from time to time when the DHCP renews).
I appreciate though that most people won't be using 4G or there might be different issues ongoing at the moment from what I experienced yesterday but the part that might be relevant to most people is, one of the official troubleshooting steps includes rebooting the router, I think the reason for this could be that as well as being a standard thing to do to resolve connection issues is that it also causes the router to obtain a new/different external IP address from the internet service provider and potentially it could be that this change of IP address causes the service to start working again for the customer. Therefore I'm wondering whether the service stops working if a Sky Stream customer has been using the same IP address to connect to the service for longer than a set amount of time (triggering a need to reboot the router) Obviously this is only a theory, but it would be interesting to know if this is the case - please could anyone from Sky confirm? Thanks
