Not connected to Internet

[Digitallyinept]

Had sky puck for approx 2 years I'm now on my 3rd puck and the problem has been the same on each replacement " not connected to the Internet " it happens at start up 9 times out of 10. I've found if I press the home page button, sometimes it connects, not always. 

It's connected via ethernet cat 8 .

It was no different via WiFi. 

Panasonic, amazon fire tv. Approx 2 years old. 

I've also had my EE router replaced about a month ago, still the same. 

I've a soundbar but disconnected at the moment. 

Frustrated is putting it mildly!

[lettice]

It often can be frustrating as you say when a device starts up randomly as you describe.
Not sure if you have made these changes, but it has often helped with your kind of issue.

Change your pucks to the following recommended settings

Set Network standby mode to ON

Turn wifi OFF under Network if connected via ethernet.

If you still have the option in the settings for  Overnight power saving, change that to OFF.

On the recent UI firmwares that has been removed, so you may not see it.

Once you have made those changes above, perform a settings restart, to ensure the option is set correctly.

Go 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.

Some other pointers.

Is your ethernet cable connected through an ethernet switch. 
Sometimes the switches can cause startup problems, so if possible a connection direct to the router may be worth trying.
Should also really be an unmanaged switch.

Is there a reason you are running on ethernet rather than wifi?

Have you found your wifi not quite up to the task over your years of Sky Stream.

That though of course is your choice, if your ethernet is easily accessible.

cat 8 ethernet cables are really not necessary for a home network. Cat 8 would only  be necessary if you have a very demanding network environment and is generally designed for use in businesses or data centres.

The Sky stream will work fine with cat5e or cat 6 cables, saving some expense.

One last thing, there have been some issues around EE broadband and some devices like Sky Stream in the past.

Might be worth a search to see if any of your symptoms are related to that.

[Digitallyinept]

Thanks for the reply, the first couple of suggestions, I'm already set as suggested. 

In my post I have tried wifi and ethernet,  both not good.

EE broadband 49mbps, strangely Amazon prime video connects no problem, that is separate contract to sky.

Could the supplied hdmi cable  not be suitable for 4k uhd ?

Maybe clutching at straws here but it's hard to believe that tried 3 pucks so far and nothing has changed. 

[lettice]

---

@Digitallyinept wrote:

Thanks for the reply, the first couple of suggestions, I'm already set as suggested. 

In my post I have tried wifi and ethernet,  both not good.

EE broadband 49mbps, strangely Amazon prime video connects no problem, that is separate contract to sky.

Could the supplied hdmi cable  not be suitable for 4k uhd ?

Maybe clutching at straws here but it's hard to believe that tried 3 pucks so far and nothing has changed. 

---

The supplied hdmi cable from Sky is fine.

It would not really cause or show any kind of network issue.

You mention your EE broadband is 49Mbps.

Even though you are connecting ok, it may be dropping out if it's at times getting a low connection speed.
Is that 49 Mbps the speed to your router or via the Netflix speed test reported on your pucks?

If you have not ran the Netflix speed test, or maybe try running again as below to get some kind of local network picture over time.

Launch Netflix. on your pucks (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. Preferably at your known busier times or running other devices at the same time when using the internet.

What speeds does it report?

[Skull+Treaty]

---

@lettice wrote:

---

@Digitallyinept wrote:

Could the supplied hdmi cable  not be suitable for 4k uhd ?

---

The supplied hdmi cable from Sky is fine.

---

@Digitallyinept 

The HDMI lead supplied with my Stream did not live up to the task of 4K with HDR/DV - I did have to swap it out. Though as previously mentioned, that shouldn't really have any bearing on any network issues.

[Digitallyinept]

Yes I've done a speed test with both Netflix and my EE router both report similar speed at 29mb.

Just to reiterate I have 1 sky puck, this is the 3rd one sky has sent, the other ones were equally as bad. 

It seems nonsensical that even by wifi the router is about 2 metres away from the puck and ethernet,  it could be this bad.

The only other usage is 2 mobile phones. 

[Angel_Aka]

---

@Digitallyinept wrote:

Yes I've done a speed test with both Netflix and my EE router both report similar speed at 29mb.

Just to reiterate I have 1 sky puck, this is the 3rd one sky has sent, the other ones were equally as bad. 

It seems nonsensical that even by wifi the router is about 2 metres away from the puck and ethernet,  it could be this bad.

The only other usage is 2 mobile phones. 

---

Your broadband speed is likely the cause of your issues. 29Mbps is simply not fast enough for a Sky Stream puck to function reliably, unless that 29Mbps is rock solid, constant and interference-free. Even a tiny fluctuation of speed can cause a puck to crash. 

If you want Sky programming then you may be better of with NOWTV which requires much less bandwidth. 

[Digitallyinept]

Sorry misprint 49mbps.

[lettice]

---

@Digitallyinept wrote:

Sorry misprint 49mbps.

---

Ok thanks for your speed update.

You are on the lower end of speed, but 49Mbps if that is showing with the Netflix speed test on your puck, will be mostly ok.

From your other device mention, sounds like you do not have a that busy local network

As I mentioned above, re EE, I'm going to alert another Superuser who worked on issues with that to see if it may be something else to look into.

@mikealanr 

With this customer using EE.

Remember back in here there was an issue with EE routers.

Could this be the case here, or has that EE issue been fixed now.

[mikealanr]

Hi @lettice / @Digitallyinept 

So the issue I had was with the EE Hub 6 plus and was caused by DNS not resolving correctly. The issue started around June last year and was resolved partly by putting me on beta software (went from rebooting multiple times per day to every couple of days) but after speaking to their complaints team, it was revealed that I should have been moved on to their WiFi 7 Pro kit as I've got their 1.6 Gbit package.

After moving to that kit it's been back to solid and not sure what state the original routers are in, however I would have expected the software to have been made live by now.

MikeAlanR

[martswain]

Sky stream worked perfectly for me (in HD) for two years with an VDSL connection at the router of 32 Mbps and connected by ethernet.

In fact, it only uses around 6 to 8 Mpbs of that bandwidth and I could also happily stream Sky Go on two laptops at the same time without issues.

Sky Stream was sold to me as requiring 10 Mbps as per their original requirement.

[lettice]

@Digitallyinept 

Does not seem as above, that it is not the EE issue or is not seemingly a current issue now.

I've escalated this to Sky and they should be in touch with you soon about it.

Ive made them aware of what has been discussed and tried here too.
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

[Jason-]

Good Evening @lettice, thanks for escalating this issue to us. I'll drop @Digitallyinept an invite now and we can discuss this further with them 👍🏻

Many thanks, Jason-

[ScotDance99]

Hey,

Is there any update on how to fix it?

I'm getting similar issues, but even though it says no internet can still watch live tv, can't open any of the apps, Disney etc. I need to reboot EE router each time I want to use apps.  Was all working fine up until end of February, and keep getting run around from sky. 

[Digitallyinept]

Well, Sky suggested it is a connectivity issue!!! and after a brief conversation decided to end it, so left with no help from them. 

The next day sort of out of the blue EE contacted me with an offer to increase my broadband to 100 mbps, for an extra £3 per month, from the 7th of May, so I shall see if anything changes?