No internet connection

[Moorh3ad]

Had sky stream for months with intermittent issue of it disconnecting from the internet. A power cycle of the puck/router would fix this.

Two days ago had the same issue but now it will not reconnect. Contacted support and got a replacement puck. I can't even get it connected during the setup phase (image attached) it just sits here.

All other devices on my network have internet access. Nothing on my network has changed. ISP is OneStream.

done all the troubleshooting with Sky support still no joy.

Tested as far as disabling my firewall and trying to reconnect, still no joy.

Any help/suggestions anyone can offer would be greatly appreciated.

[lettice]

Just for the setup, not sure if you have done so already, but would suggest you try connecting the Sky Stream puck with an ethernet cable direct to the router, rather than wifi.

[lettice]

What exactly do you mean by disabling the firewall, where does this exist or is it you are running some kind of VPN on your local network?

If so you may need to exempt the Sky Stream puck from any VPN or mesh system type VPN.

[Moorh3ad]

should have mentioned in my original comment that I've tried Ethernet. Thanks for the suggestion though.

regarding the firewall I mean I logged into my routers admin portal and disabled the firewall completely, obviously not a solution to the issue but was just curious to see if that would allow it to see the internet. No local VPN configuration.

[lettice]

Can you temporarily create a mobile wifi hotspot from a 4g/5g connection and see if it links to that.

It may use a smal amount of data whilst doing so, but it will show some kind of progress.

After trying that,  comeback here and we will escalate to the community Sky team to work through some further resolutions on chat with yourself.

[Moorh3ad]

Setting up the puck via hotspot worked. However I got to the last part and the puck just switched to showing the "no internet connection" message (blue screen with large wifi symbol showing).

with it now being set up I thought I'd try connecting it to my router. It connected to the router but said no internet. I pressed home and was able to select a channel and it started streaming...if I don't touch it, it just continues to stream. As soon as I press home it takes me to the "no internet connection screen" however, I can still hear the audio of the channel streaming I the background...

if I go through the reset and reconnect to WiFi it starts streaming again, click home it disconnects.

[lettice]

Ok some progress.

Can you try a network speed test on your Puck.
Launch Netflix on your puck (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test several times, over a half hour period.
What is your speed?

[Moorh3ad]

Not sure I'm going to be able to do that. Netflix doesn't appear in the apps section and as soon as I open any kind of menu it just drops back to the no internet connection screen.

[lettice]

Ok, 

can you try once again connecting with an Ethernet cable and make sure in settings under network that wifi is turned off.

Put the Sky stream puck in standby, turn it off and in again at the socket no need to unplug the power cable.

If any of these are easier.

Different ways to get to the settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

[Moorh3ad]

Same issue, connects to the router but no internet. Can access a program and it will stream, as soon as I press home the connection drops.

[lettice]

@Moorh3ad 

Ok, looks like it needs some further investigation 

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

[Sky_Gee]

Thanks for escalating this @lettice  We’ve sent @Moorh3ad  an invite to chat.

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

[Jesnicka]

Hello,

I am experiencing this exact issue.

Puck worked fine when using my phones 4g hotspot, but will not work through the router via ethernet or WiFi.

[TonyMay88]

I have same problem. New puck.  Can access router through Ethernet and WiFi but neither connect to internet. Tried lots of DNS and IPv6 changes. Still nothing