New sky puck internet woes

[Truman1]

Morning all, got my sky stream on Monday.. having issues with connection.

It connects to the router but won’t connect to the internet.

Same issue WiFi or Ethernet but keeping it connected via wire.

I get it to connect when I set the dhcp to static using the MAC address however so far the last 2 mornings I get connection error with it connected to network but not Internet.

Network connection allowed in standby, WiFi turned off and still have issues.

I have a Zyxel router.

If I don't set the static dhcp the puck will still

Connect to my router but won't show in my connected devices. 

A big issue it seems that you can only set the puck to get an ip normally instead of a static hence the static dhcp option on the router using the MAC address. 

Is this going to be an ongoing issue? I’ve already got issues with Netflix and Disney not activating.

Any help will be greatly appreciated.

[Truman1]

Still having issues with me trying to fix it all day. 

Multiple factory resets and after a while it disconnects from the internet again even though it's connected to router. 

Also my account still shows as processing and I'm on day 3 of ownership. No Netflix or Disney...

Not a great experience so far...

[G4WKW-Richard]

Hi @Truman1 

I am having the same problem with my Sky Puck. 

My Puck has the WiFi turned off, and it is connected by Ethernet to my router, but most of the time it will not connect to the Internet, or if it connects after a power cycle, it loses the Internet connection again after a few minutes, even though it shows it connected to my router, ie:

"There seems to be a problem with your broadband"

Status                                                              Not connected
Network name                                                           Ethernet

Connection to broadband router                             (tick)

Connection to internet                                               (cross)

It is EXTREMELY frustrating.  I actually phoned support and received a typical response of talking me through powering off my router and puck and restarting them again - which actually allowed the puck to connect to the Intenet and work for about 3 minutes, then the Internet failled again, just after the call finished!

I have been on FTTP for 2 years with 200 Mb/s download and have just upgraded to 350 Mb/s with a brand-new Nokia G6 router.  I am also a retired IT professional and can assure you that there is nothing wrong with my Router or Internet;  all of my other network devices are working perfectly, just not the Sky Puck.

While testing my Sky Puck, I am logged on to my router via the web interface and the router shows the Puck connected with an IP address of 192.168.1.81 with Internet access.  I also tried running "ping -t 192.168.1.81" in a command prompt, but that never fails, even when the Puck claims to have no Internet access... grrr!

I notice that if I connect the Puck via a Gigabit Ethernet switch, the connection has an orange light, rather than a green one, indicating that the link is not Gigabit but 100 Mb/s or lower, which is crazy!  Connecting it directly to a 2.5 Gb/s port on my router makes no difference.

I mostly subscribed to Sky Stream to watch F1 live (which I have been unable to do for many years).  The only good part is that now I can do so by running Sky Go on my computer, but the Sky Puck is a useless piece of junk at the moment.  I was considering upgrading to some other packages, but that is definitely out of question in the current situation. 

Looking at this community forum, it seems that lots of other people are having problems with the Puck, so at least I know I am not alone.  I wonder if I can buy an old Sky Q box and use that instead of the Puck (is that allowed?).  Otherwise, I might see if it can be replaced, in case I was just unlucky to get one with hardware/firmware issues?

[G4WKW-Richard]

Since my last post, I have done more checks via my router.  I have found that connected directly to the router via Ethernet, the puck has a 100 Mb/s connection when on, and a 10 Mb/s connection when in standby.  Most of the time, it has no Internet connection, even though it is showing connected to my router and ping from a desktop computer on my network is consistently good (even when the puck claims to have lost connection to the router!).

Can anyone please assure me that they are having a consistently good Internet connection with their puck?

It would be nice if at least one person reading this could reply that they are having a good experience with it.

I saw in some other posts that some kind person escalated the problem to Sky.  Could someone please do so with this thread?

[TimmyBGood]

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@G4WKW-Richard wrote:

I notice that if I connect the Puck via a Gigabit Ethernet switch, the connection has an orange light, rather than a green one, indicating that the link is not Gigabit but 100 Mb/s or lower, which is crazy! Connecting it directly to a 2.5 Gb/s port on my router makes no difference.

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Stream pucks have 100Mbs ethernet chipsets, not gigabit, because nothing a puck can do requires more than about 30Mbs (the streaming bitrate for UHD with HDR and Atmos data)

[TimmyBGood]

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@G4WKW-Richard wrote:

Looking at this community forum, it seems that lots of other people are having problems with the Puck, so at least I know I am not alone. 

Given Sky has been distributing pucks since October 2021, it's reasonable to suspect that most are working successfully: support forums by their very nature tend to be populated by users with problems.

I wonder if I can buy an old Sky Q box and use that instead of the Puck (is that allowed?). 

No, that won't work at all: your content subscription is for Sky Stream and the only legitimate source for Q television boxes is Sky themselves.

Otherwise, I might see if it can be replaced, in case I was just unlucky to get one with hardware/firmware issues?

Typically they'd try that first (after giving you the 'reboot everything' runaround).  If issues cannot ultimately be resolved Sky will permit exit from the contract without penalty, and Q is still a product for the remaining lifespan of satellite television broadcasting which is probably around four years.

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[Truman1]

Hi...

I think I've solved my issue. 

within your network do you have by chance any switches? 

My puck was connected to a socket which passes through to the router via a switch. 

After quite some research it appears that I need a switch which has IGMP snooping...it is something to do with IPTV vs what I was used to before streaming through a fire. 

I've connected my puck directly to the router and it's worked perfectly for the last 2 days.

I need to upgrade the switch at some point but had managed to hide a cable run directly to the router from the puck.

[Truman1]

Just to update I had issues again when I had connected the switch up to the router. I've ordered a new switch which will be coming tomorrow that has snooping. Try disconnecting your switch and just have the puck connected to the router directly.

[G4WKW-Richard]

Hi @Truman1 

Thank you for your updates.  You are correct about Internet Group Management Protocol (IGMP) snooping (IPv4).  There is also another one called Multicast Listener Discovery (MLD) for multicasting  (IPv6).  My router (a Nokia Beacon G6) supports both.

I do need to get a new 2.5 Gb/s Switch, like yourself (I have an older 8-port TP-Link switch that does not support those protocols).

Anyway, I have been connecting directly to my router via a short Cat 6 Ethernet cable, and the problem still occurs.

I have made two calls to my Internet Service Provider, as well as two to Sky (the latest today with a lady in Bulgaria).  After doing lots of checks, the lady determined that the Sky Puck is defective, so she has ordered a replacement for me which is due to arrive on Friday, or Saturday.

Let's hope that it works in the way it is intended!