Issue connecting Stream PUK to internet

[Eugenesar]

Having issue with going online. Using WiFi to connect stream puk, then getting message that device not connected to the network, but connected to WiFi. Need to restart WiFi router to get it going, but next day have same issue. So, the question really, is this related to The pub box or router and if there is a fix for it or I need to replace either?

[Stephen+Mourton]

@Eugenesar   It is always difficult when we don't know your setup.   It is advisable to have your puck standing alone without any objects touching it and with a bit of space all around it.  Also what do you mean it is connected to the network but not the WiFi?   Presumably if you restart your router (which normally you shouldn't need to) does everything work normally or do you have other problems?

[Eugenesar]

Hello,

The setup is simple. The unit is on the shelf in horizontal position. Nothing else touching it. The unit is upstairs right above the router ( original sky router), which located downstairs. 

Unit connected to WiFi bit showing that this is not connected to Internet.  If I restart router then unit is working for few hours, and then its loosing connection again.  This setup here for last year, and no lately it started loosing connection.  No changes to the network, devices connected or locations of the router and box.

[lettice]

Are you saying you have had a puck for sometime (or is the puck new) and has been working ok with your Sky broadband router/hub, but of late it's not connecting as you describe?

One thing you could try.
Can you go into the Pucks settings and try a network reset.

1. Select Network settings from the Sky Stream Puck settings menu.
2. Select Reset.
3. Wait while your network is checked, then select Confirm.
4. Now, follow the on-screen instructions to:
   • Connect to a Sky hub

[Eugenesar]

Yes, I do have this unit for over a year now. Had no issues before, and just started acting now. I tried to reset network settings, and only router restart works for some time and then it drops again. All other devices working without any issues, so kinda blaming stream puk rather than router itself. Unfortunately i've no access for the wired connection. 

[lettice]

@Eugenesar 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[Danz994]

Good Morning @lettice Thanks for making us aware of this. I'll send @Eugenesar an invite now and we can assist further. Thanks, Danielle