Brand New Sky Stream - Ethernet Port Dead

[JB1970]

Got my Sky Stream puck deleivered  today.  During setup chose wired ethernet for connection but it does not work, fails to get an IP address via DHCP.  On closer inspection it appears that ethernet is defective as there is no link light on the switch.  I've replaced the cable with a proven good cable but still no port lights on the switch so this thing is knackered.  It works fine on WiFi but I prefer all of my non mobile devices to use wired connections

It's not a great start with Sky.  How do I get a replacement organised? TIA

[GD1]

@JB1970  Did you reset the network on the puck 1st?  When selecting Ethernet did you also restart the puck?   Does it show activity once you do theses 2 steps?

[JB1970]

Yes.  I've tried everything but it will not connect if I add it the ethernet switch (the port and cable are proven good). It fails negotatiation at the hardware layer.  It will connect if I plug it directly into my router but that's not satisfactory.  It would appear that there are two variants of the puck and although they are 'the same', the newer one has a different SoC and doesn't have these issues (new customer but I've been sent the old one).  I've spoken with support at Sky who have escalated it and alledgedly will swap out my unit.  Unfortunately there is no guarantee that I'll end up with the revised hardware version.  If I don't I'll just have to exercise my right to cancel within 31 days as I've no intention of beginning a two year contract for a service with seemingly flakey hardware.

[GD1]

@JB1970   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

[AceRimmer]

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

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

[JB1970 · Accepted solution]

I've received my replacement today, just swapped out with DPD.  Thankfully Sky have sent me the newer revision - IP061B-02-SKY-ant and not the older IP061-EF-ANT.  As soon as i connected this to my switch, it linked and is connected via etherrnet as I wanted.  So although the two versions may be considered the same, it's clear the different chipset has resolved my connection issue.

[GD1]

@JB1970  I have the older version and no issues, I seems the puck you swapped was faulty as the ethernet port wasn't working, you could have been sent a replacement older puck and in all likelihood it would have just worked.

However glad it's been sorted for you.

[JB1970]

How it is connected to the network is relevant.  You maybe missed my comment regarding the fact that it worked completely normally when plugged into a  router port but wouldn't establish a link at the hardware layer when plugged into an unmanaged TP-Link 10/100/1000 switch.  Anyway it is sorted and that's that.