Pucks not connecting

[Millarat]

Still nothing here won't even connect to router now.

[Millarat]

I have been informed by another customer that they have been told it's a software /firmware issue with the router. Still awaiting Sky actually giving update as to what's happening. 

[MG60]

Yes that was my though when I spoke to Sky.  They sent out a new puck & extender which as I suspected made no difference.  In my opinion this incident has been handled poorly by Sky.  They should have prioritised early, communicated clearly and honestly to both customers and their wider teams.  People understand mistakes happen and they would give them time to fix especially if it's a complex issue.  It's when they don't communicate clearly and honestly that customers get frustrated.  I've spend significant time installing the kit and trying to configure it when both Sky and myself know it's not going to work.  Who knows how many bits of kit were sent out this weekend to placate customers.  The cost of this exercise and the compensation will eventually make its way back to customers as annual price increases.

[Radroller]

Exactly same here to,just outside Glasgow,pucks will connect on hotspot but on sky fibre since Thurs.

Sky telly me everythings fine

[LJB-C]

Hello @Radroller 👋 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]

Spoke to the delivery driver and he said he had already delivered 7 new pucks already and that was only 2pm

[Mikfaeglesga]

Everything seems to be back to normal now

[Millarat]

Puck is working again. Internet was a bit slow and stuttering/ buffering. But at least working. We bit more feedback from sky would have been good. 

[Millarat]

Also worth noting when puck wasn't working my wifi speed was 74mps and now it's working again I'm at 331mps. 

[Mikfaeglesga]

Well that's it gone again and now with a complete loss on Internet 

[J_ham]

Hi there, 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