Query with stream displaying no internet connection

[Marty_A]

I have something odd happening to Sky stream when I first switch on which I'd like help getting to the bottom of. I'm a new Sky stream user and I initially set everything up using the ethernet connection because my understanding is that it's a better connection. However, Every time I switch Sky stream on it says there is no Internet connection but there definitely is. If I then switch it on and off, then it seems to be okay. I then thought that I would try disconnecting the ethernet cable and setting it up just on Wi-Fi. In doing so, I now don't have the problem and everything works fine at startup. I am therefore very confused and wonder if anyone has any ideas as to why I have this problem when it's hard wired directly into the router and has anyone else experienced the same? By the way, my router is a new EE router. Thanks for any advice.

[Mister_Dalek]

@Marty_A 

Make sure network standby is turned on in the network settings & make sure WiFi is turned off. 
There have been issues reported with EE routers & Sky products recently. May be related. 

[Marty_A]

Thank you. Network standby is on and when I was connected by Ethernet I did have Wi-Fi turned off. Wi-Fi is on now as I'm using it without the Ethernet connection. 

[Exiled-in-HH]

Did you also turn the power saving option off?

Do you activate the Puck with the standby button or home button?

[Marty_A]

Yes, I did turn off power saving as well. I use the remote to turn on and off puck which turns on and off tv. 

[Exiled-in-HH]

But ... do you activate the Puck using the standby button or home button on the remote?

[Marty_A]

Just a little confused. I use the on off button on the remote. This turns on the puck. 

[Exiled-in-HH]

That's a standby button😉

You can activate a Puck by either using the Standby button on the remote or Home button on the remote🤔

I always use the Home button and never had your issue ... that's why i was interesed to know which button you used😉

[lettice]

When you make the changes to standby options and especially a network type switch ( wifi to ethernet and switching the wifi option to off), it is best to do a puck power reset after making them each time.

Either,

Switch off the puck power for a few minutes.

Or, do the power reset from the puck settings;

Go to settings

select Systems Management

select Resets & updates

select Restart device

Your puck will do a power reboot and will take a number of minutes to complete.

[NBEB]

I have an EE router and this is happening every time I try to watch TV. Im connected to wifi but says im not, rebooted, used home button but still not working. Its driving me mad!!!

[Hunter2660]

I have read on here that there are issues with the EE Hub. I'm sure somebody on here will fill you in.

[DannyBoy8]

Exactly the same is happening with me. I've even got a new puck from Sky as I thought it was the problem but same issue each time. 
I've done all the above mentioned! 
This only started when I upgraded my EE package to the new router! 

[lettice]

@mikealanr 

Both @DannyBoy8 and @NBEB @mention EE issues.

Can you offer any further help for them as you have worked with the known EE issue in the past?

[mikealanr]

Hi @DannyBoy8 and @NBEB 

As @lettice mentioned I had issues with EE Smart Hub 6 Plus following a software update in June last year. All my Glass TVs and Puxks would show as offline. I would have to reboot the router and the sky devices getting them to work again. Sometimes multiple times per day.

After complaining to both Sky and EE, sky provided telemetry it was shown that DNS is not being resolved for short burst of time. EE put me on beta software why did help but wasnt perfect. I was then upgraded to their pro kit and never had an issue since.

I did have issues where Apple and Samsung devices as well as my Amazon Alexa wouldnt be on the WiFi for split seconds but they recovered, sky devices never did without a full router reboot.

MikeAlanR

[DannyBoy8]

Hey @mikealanr thats really interesting and thanks for your response. Ironically all my issues happened when they upgraded me to the pro kit. 
never had these issues before and it's so frustrating that I keep having to reboot the router. 
I'm currently getting EE to put me back on the old router just to calm my nerves! lol