Issues with Sky Stream

[JayneP39]

For the second time since I joined Sky 3 months ago I am unable to view channels. I just get error message saying unable to view this channel. I also get error messages on the prime app, netflix, channel 4 etc. Paramount+ gives the error not available in your location but works fine on other devices. I have tried every troubleshoot I can find and nothing is working. last time it fixed itself after 3 days but this time it has been 5 days and I still cannot use my sky stream. It is happening on both pucks. 

[mikealanr]

Hi @JayneP39 

Are you with a smaller ISP or Altnet? The message not available in your location would suggest that your ISP is using a non-UK IP address block.

You can try powering off your router for a while and power it back on and see if that gets you a new address or contact your ISP for support.

MikeAlanR

[JayneP39]

Hi, 

I am with sky for my wifi. I have tried restarting the router and even disconnected and reconnected on my puck. I dont use VPN's or anything and im having no connection issues. Nothing is working on my puck at all 

[lettice]

I know you have mentioned you have rebooted your  Sky broadband router, but can you please try the following exactly as described;

Could you put the Puck into a standby state, not powered off. 

Power off your broadband router and leave off power for half hour or longer. this will refresh the WAN ip address and can often solve many connection issues.

After that half hour or more, power on your broadband router.
Once the riuter is back up, press the Home button on the Puck remote, not the power button.

Play out a live channel like Sky News for five minutes.

After the five minutes go to settings and do a settings restart, by going to

Settings>Systems Management>Resets & Updates

Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Once the puck is back up, play a live channel again as above for five minutes.

After the five minutes, put the puck into a standby state for a few minutes, press home and use use the puck normally now.

[JayneP39]

Hi @lettice 

Gave it a go. Left the router off overnight while I was out. No joy. Live channels wont play. Sky go and all my apps like prime etc all playing fine on devices connected to the same network 

[lettice · Accepted solution]

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@JayneP39 wrote:

Hi @lettice 

Gave it a go. Left the router off overnight while I was out. No joy. Live channels wont play. Sky go and all my apps like prime etc all playing fine on devices connected to the same network 

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Thanks for update.

Can you try the following;

1. Switch off the Sky Stream puck at the mains again. There's no need to unplug it.
2. Press and hold the standby button on the bottom of the Sky Stream puck.

4. Keeping your finger on the standby button, switch the power back on at the mains and wait 10-15 seconds until you see the LED lights flash different colours, then remove your finger.

Important, Keep your finger on the button until you see the lights flash.

5. Let the Sky Stream puck complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.

If that still does not resolve your issues, try this.

1. Turn your puck off at the mains.
2. Hold down the Standby button on your puck for at least 30 seconds, then turn your puck back on at the mains while still holding the button.
3. Leave the puck powered on for one hour.
4. Press the Standby button on your Sky Stream remote.
5. Turn the puck off at the mains, then back on again.

If it is still does not resolve your issues after this, afraid it may be best to call Sky, who may ask you to do a factory reset. We do not recommend doing a factory reset, unless Sky have asked you to do so and you are are on a call with Sky. Doing a factory reset can cause some account issues, that only Sky can resolve.

Sky may also send a replacement puck to you.

The contact details to call Sky are on the last page of the Sky help article above, clicking on 'No, I still need help'

[JayneP39]

Thank you @lettice that fixed it!! Strange its both pucks but its finally working. Thank very much! 

[lettice]

Great to hear it's fixed.

Hope it stays working and you continue enjoying your Sky Stream.

Just for clarity, which option was it that fixed your issue, as I mentioned two options to try before my paragraph on calling Sky.