Get network error

[Booda]

I get the no network connection error every time I try to start any app through the puck. There is no network problem as by pressing the home button brings you back to where you can select any channel and play it. When I go through my TV I can play any app with no errors. Another Skyism to sort out.

[MarkGoldsmith]

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@Booda wrote:
I get the no network connection error every time I try to start any app through the puck. There is no network problem as by pressing the home button brings you back to where you can select any channel and play it. When I go through my TV I can play any app with no errors. Another Skyism to sort out.

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Have you tried a reboot?

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

[Booda]

Yep, still the same. The puck seems to struggle picking up the Internet connection when starting as the no Internet connection screen pops up no matter what I do. Press the home button after a minute or so and you can get to the channel selection screen, but can't select any links to apps without going directly back to the no Internet connection screen again. 

[MarkGoldsmith]

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@Booda wrote:

Yep, still the same. The puck seems to struggle picking up the Internet connection when starting as the no Internet connection screen pops up no matter what I do. Press the home button after a minute or so and you can get to the channel selection screen, but can't select any links to apps without going directly back to the no Internet connection screen again. 

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Have you tried connecting via an ethernet cable to see if that resolves it?

[Booda]

Yep, still the same.

[MarkGoldsmith]

@Booda To see if they can help I've escalated this to the Sky Messaging team who should be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

You may need to refresh your browser for the chat bubble to appear.

Responses from the messages team aren't immediate so you need to check the chat often to see when they are replied. The chat bubble will also be present for 48 hours. Its worth noting the messaging team will ask you to verify your identity so they can confirm you are the account holder.

More information on the escalation process can be found here: 
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[ItWasAllMichele]

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

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

[Booda]

Ok, I've played around with the latency settings for the pings and found out that you need to be below 41ms in order for Sky to work properly.  If you're having problems with out of sync and problems with apps, that's what you need to achieve. Pretty poor from Sky given that there's so many subscribers affected.  Hopefully this will help others 😊 

[antwhite]

I’ve been experiencing this issue intermittently since receiving my puck last week.

When it happens, live TV channels continue to work, but I’m unable to access content from the menu rails or launch any apps.

The only workaround I’ve found is rebooting my router, which is not ideal as a regular solution.

I’ve already tried resetting the apps via the menu and restarting the puck, but neither resolves the issue.

Has anyone found a more reliable fix or have any suggestions?

[Booda]

Update from my previous post. I'm finding that latency settings are good for the network error, but for some reason, late at night the sound sync is terrible. I've tried both Auto and pass through but no difference. I believe the sync issue  is experienced by a lot of subscribers and has been known for well over a year with no resolution. Sky needs to up their game and get this issue sorted as I'm now at the point of cancelling. 

[antwhite]

I’ve connected the puck straight to my router, and the UI navigation seems to load quickly (though I’m not sure if that’s actually the case or just because I read this). After five days without any problems, I’m back to having a network connection error when I try to launch any apps. The TV service is still working perfectly.

Rebooting the puck doesn’t seem to fix anything.

Is this a bug with the Sky Stream box, or are there any steps I can take to prevent these issues from happening again?

I’m quite disappointed because this doesn’t match the promise of having all apps in one place.

[Booda]

Like you I've connected straight to the puck with a cable and still get the no Internet error, especially when first starting up. I'm with EE and through the app I can optimise for streaming. I thought that reducing the ping down to the lowest available, around 19ms on average,  it would sort things, but no. I can optimise the ping, turn on the puck and still get the networking error. God knows what's going on, Sky needs to have a good look into this as a priority. 

[antwhite]

Not sure if it's linked, but also with EE broadband.

[Booda]

I did a speed test and I'm running at 72Mbps download speed and having sync issues and the network error so can't see it being the network 

[Paul_Riordan]

I had a similar issue when I installed my sky pucks a few weeks ago.  The issue seems to be with the allocation of ip addresses via routers.  Sadly Sky do not give you the option to fix the ip address so you need to find workarounds.  On my router I tied the MAC address of the sky puck to an ip address on the router and then extended the lease time on the router - this seems to have resolved the issues for me.