Puck won't connect to Internet despite all other tech connecting

[pitt9178]

Over the last few weeks my sky puck keeps losing internet connection despite being wired directly to the router via an ethernet cable, my firestick which is connected the same way works perfectly as does my PC. Anyone know why this is?

[Fothergill1]

Hi @pitt9178  and welcome to the forum.   Make sure that Wi-Fi is turned off in your network settings and also that Networked standby mode is turned ON.  I would also turn off overnight power sharing.

This happens to me from time to time and I find the following get it reconnected to the network:

Put your Glass or puck into Standby and then unplug both your Glass TV (or puck) and router.  Leave for a couple of minutes and then plug your router back in and wait for it to finish rebooting.  Once it has rebooted plug your glass TV back in and when that has also rebooted it should have reconnected to the internet

If that doesn't resolve the issue then have a look at the following link: https://www.sky.com/help/articles/sky-glass-no-internet-connection-osm

[pitt9178]

I've done this on numerous occasions over the last few weeks it works for 15 mins at most then stops working again. I can't keep unplugging the router that is working for everything else as then it takes down everything else in the house.

[Fothergill1]

@pitt9178  Check the following in your settings menus:

As you are using Ethernet make sure Wi-Fi is turned off in Settings > Network > advanced settings.

Also go to Settings > Start up & Standby menu and turn ON Networked standby mode and turn off Overnight power saving.

If you are still having issue I would call Sky for some more troubleshooting or if you prefer post back here asking for you post to be escalated to the Community Messaging Team and it can be escalated for an online chat.

[Jporch316]

Hi @pitt9178 

could be a defective ethernet cable .... maybe try it on wifi only for a while to see if you get a better connection 

[lettice]

As well as mentioned above.

Is your ethernet cable connected directly to to your router or is it going through an unmanaged switch.

Some ethernet switches can sometimes cause issues of dropping connections.

Also some other things to try.

Try your ethernet cable in a different port on your router and would suggest pulling out the Ethernet cable from the Sky Stream box and after a Sky Stream power reboot, making sure the ethernet cable is connected securely.

[pitt9178]

I swapped the cable for one that was working in another device and still same issue this included leaving in the same working port.

Using on WiFi is worse than the ethernet cable drops out all the time even though it is right by the router and other devices working.

[lettice]

Can you do a network speed test on each of your Pucks.
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 a few times,  say a few minutes between tests.
What is your speed?