Pucks not connecting

[Mikfaeglesga]

I    I have 3 sky pucks all have been showing as being unable to connect to the internet. I have re-booted them and the router multiple times and even tried a hard re-set. everrythng else in the house is conecting with no issues. The problem only started yesterday.

Moderator note: personally identifiable information picture removed

[Brill+Gill]

Hi @Mikfaeglesga, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Millarat]

Mines has been doing this since Thursday. Only way I can get TV is to use my phone hot spot and it works fine. But won't connect to Sky Max internet not even with Ethernet cable.

[Millarat]

I have the same problem which started on Thursday. Only way I can connect is by using my phone hotspot. Using Ethernet didn't even work. Sky are sending out new puck but from what I am reading this isn't going to sort anything as others in my area are also having the same issue.

[Mikfaeglesga]

I'm in the Glasgow area , don't know if it's a local issue

[Millarat]

I'm in ML3 area

[CammyH90]

Has there been any update on this issue? 

been having the same issue since thursday in renfrew.

[Mikfaeglesga]

I got told that they are aware of an issue affecting the west of scotland and are working on it, but don't have a timescale when it will be resolved

[Danz994]

Good afternoon @Millarat From what you've described, this does sound consistent with the known issue currently under investigation.

The fact that the service works when using a mobile hotspot but not through your broadband connection, along with the reports from other customers in the area experiencing similar symptoms, suggests it may be related to the wider fault rather than an issue with your individual puck.

While Sky are sending a replacement puck, it's difficult to say at this stage whether that will resolve the issue if your symptoms are linked to the ongoing investigation. The teams involved are continuing to investigate, and any updates will be shared in this thread as soon as they're available: Answered: Re: No WiFi but showing as connected - Page 6 | Sky Community Thanks in advance for your patience. Thanks, Danielle 

[MG60]

Replacement pick doesn't work.  I'm in Glasgow area also.

[Danz994]

Good afternoon @MG60 I'm sorry to read that the replacement puck hasn't resolved the issue. 

Based on the symptoms you've described and your location, I did wonder whether this might be linked to the known issue currently under investigation rather than a fault with the individual puck itself. 

The investigation remains ongoing, and any updates that become available will be shared in this thread: Answered: Re: No WiFi but showing as connected - Page 6 | Sky Community 

I appreciate that's frustrating, especially after taking the time to set up replacement equipment only to find the same problem remains. Thanks for letting us know the outcome. Thanks, Danielle 

[Millarat]

New puck has arrived But same issue. Connects to hotspot but not broadband. Hope Sky are going to compensate for this as not getting what I'm paying for and this has been 3 days now.

[ItWasAllMichele]

Hi there @Millarat, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Michaelp1989]

Having the same issue in Oxford , other devices work fine just sky pucks keep dropping internet connection since today 

[Mikfaeglesga]

My pucks seem to be connecting now, although running really slow, but at least it's a start