New sky stream making internet drop out

[Steve930]

We've had sky broadband a couple of years and left sky tv for a while but have now come back and got 2 pucks. I've installed them this evening and ever since then my router keeps loosing it's connection to the Internet. The Internet connection is usually rock solid and the only change is the pucks. Does anyone have any suggestions?

[Jones_The_Cat]

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@Steve930 wrote:

We've had sky broadband a couple of years and left sky tv for a while but have now come back and got 2 pucks. I've installed them this evening and ever since then my router keeps loosing it's connection to the Internet. The Internet connection is usually rock solid and the only change is the pucks. Does anyone have any suggestions?

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When you say your router is losing connection do you mean that other devices trying to connect to the router are struggling? 

Sky Stream is very bandwidth hungry and running 2 pucks simultaneously will eat a lot of speed, causing other devices to struggle, especially if streaming in UHD. 

What speed is your broadband? 

[Steve930]

I mean that my router loses all connection to the Internet... speed is average 39meg... the router just drops the signal instead of 4 green lights on router then I get green orange green orange

[Jones_The_Cat]

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@Steve930 wrote:

I mean that my router loses all connection to the Internet... speed is average 39meg... the router just drops the signal instead of 4 green lights on router then I get green orange green orange

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That's strange and shouldn't be happening. Are the pucks connected via ethernet or WiFi?

39Mbps is about enough to run one puck successfully in UHD but you'll struggle to get both running smoothly at the same time. 

Have you tried just having one puck powered on to see if your router is stable with that? 

[Steve930]

The bandwidth isn't the issue as previously we have had now tv running on 2 tvs, 2 xboxes, 2 phones, 2 Samsung tablets and a firestick all running at once (we are rural and this is the fastest internet available to us without going to starlink bit it has always worked really well) I'm now wondering did I disturb a wire because it seems to have stopped doing it since I last went behind the telly to check the router! Thanks for the replies... very much appreciated

[Jones_The_Cat]

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@Steve930 wrote:

The bandwidth isn't the issue as previously we have had now tv running on 2 tvs, 2 xboxes, 2 phones, 2 Samsung tablets and a firestick all running at once (we are rural and this is the fastest internet available to us without going to starlink bit it has always worked really well) I'm now wondering did I disturb a wire because it seems to have stopped doing it since I last went behind the telly to check the router! Thanks for the replies... very much appreciated

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Bandwidth might well be an issue further down the line because Sky Stream is a much more sophisticated system than NOW and needs much more bandwidth, particularly for the live channel streams and any UHD Sky content.  

It would be worthwhile turning everything off and checking all your cabling behind the telly. Make sure your router gets a reboot and all the cables checked on it too. 

[Floydianslip]

@Steve930  I understand that Sky recommends speed of 25-30Mps to run 1 puck, you may well have a bandwidth issue.

[Steve930]

100% not a bandwidth issue... once id returned from the dark recesses at the rear of the TV/ Router all was well with the world... tested with both pucks running live TV and both Xboxes running some bandwidth intense games. and me with my near permanently attached phone in my hand all is good... a great bit of kit so far thanks for all the replies and advice...

[Exiled-in-HH]

@Steve930 39Mbps ... is that the router sync speed to the internet or the Puck connection speed to the internet?

Who is your ISP?

[user+666]

Hi did you get it sorted I just received my puck and im getting the same issue as you,  it disconnected most of my internet devices from the internet ie notebooks ipad etc they all started say no internect connection or would not load pages from the net, it say the puck has a connection but wont finish setting up I  disconected everything from router including wifi and only pluged the puck into it the hub direct but that still didnt finish setting up (after several reboots and atempts ), I have 80mg full fiber connection to the internet and the speed test confirm this, so no the speed is not an issue, we had sky q untill now with no trouble but changed to stremming just because it was cheeper.