No internet connection

[evergleam]

I am experiencing similar issue with the SKY STREAM puck stating there is a problem with the internet - when the internet (and WIFI) is working fine.

In SETTINGS>NETWORK - I disable WIFI  

I plug in the ethernet cable connecting the puck to the SKY MAX (WHITE) HUB and the puck connects immediately and works totally fine.

However once the puck is turned off for a few minutes - the puck disconnects from the router and when i turn the puck back on - it again states there is a problem connecting... and the only way to get it to re-connect is to unplug-replug the ethernet cable.... every time I want to watch something...

...this is ridiculous!

NOTES:

- puck STANDBY option set to ON

- I reserved an IP for the puck on the sky router

- I disabled my 5 ghz WIFI network on the sky router (but this should not be relevent as I disabled WIFI on the puck)

- I tried using different cat5e ethernet cables (in case one was faulty - they are not)

[lettice]

Assume you mean when the Sky Stream puck turns off after a few minutes, it's in standby mode and not physically powered off.

Can you try turning the Network standby mode off/on and then immediately do a Sky Stream settings restart, just to make sure the 'network standby' setting is set correctly. We have seen this helps some in an issue similar to yours.

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.

A fixed IP can sometimes help, see you have done that. Assume after doing so the hub restarted.

From what you mention it seems the etherent cable is direct from your Sky Stream puck to your hub and not going through any kind of Ethernet switch.

Try using the Home button on the remote, to bring it out of standby, rather than the top left Power button on the Sky Stream remote, that also has been known to make a difference.

[evergleam]

Hi

Thanks for your reply - my responses below >>

1

lettice: Assume you mean when the Sky Stream puck turns off after a few minutes, it's in standby mode and not physically powered off.

>> yes once the puck has been in standby and is turned on again - it drops connection

2

lettice: Can you try turning the Network standby mode off/on and then immediately do a Sky Stream settings restart, just to make sure the 'network standby' setting is set correctly. We have seen this helps some in an issue similar to yours.

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.

>> After the settings change and re-boot -  my puck DOES connect (in the same way that unplugging/replugging ethernet triggers the puck to connect).  However the puck always disconnects again when turned off/on from standby

3

lettice: A fixed IP can sometimes help, see you have done that. Assume after doing so the hub restarted.

>> The hub has always connected with the same IP

4

lettice: From what you mention it seems the etherent cable is direct from your Sky Stream puck to your hub and not going through any kind of Ethernet switch.

>> yes direct ethernet from puck to sky hub

5

lettice: Try using the Home button on the remote, to bring it out of standby, rather than the top left Power button on the Sky Stream remote, that also has been known to make a difference.

>> tried this but it did not make any difference - the puck always disconnects after being turned off/on from standby

One additional detail about my setup and observation:

Detail:

The white sky max hub WIFI perfomance was very poor and (lag, range, speed) and does not have enough ethernet sockets - so i disabled both Sky hub wifi bands and used my vodafone wifi 5 router (THG3000) as an access point for 5/2.5ghz wifi and additional ethernet sockets:

-The vodafone hub is connected to the sky hub by ethernet via a switch

-The vodafone hub has been assigned a fixed IP within the sky hub subnet but outside the sky hubs DHCP range.

-The sky hub is located on on top of the AV cabinet (far right)

-The sky puck is located below the sky hub - inside the AV cabinet

-The vodafone hub is located on top of the AV cabinet (far left- around 2 meters away from the sky hub and puck) 

Observation:

The Sky Stream puck re-connects when I turn my vodafone router power off ?!

This is bizarre since:

-the sky hub is connected to sky router via ethernet

-the sky hub has WIFI set to OFF - so it should not be looking for WIFI or be affected by the access point.

-i have stable and fast internet connection (netflix records speed at 90mbps - i understand puck is limited to 100mbps with ethernet)

-all other devices in my house connect to internet via powerline, ethernet and WIFI without any problems

Interested in your recommendation...?

ps. I have spent many hours on forums reading about this puck disconnection issue and it seems like many users have experienced the same issue over the past 2 years...   so I am amazed that a permanent solution has not been found yet...

eg.  https://helpforum.sky.com/t5/Sky-Stream/Sky-puck-keeps-disconnecting/td-p/4512426

[lettice]

Thanks for a detailed reply 

Can you clarify here;

the sky hub is connected to sky router via ethernet

-the sky hub has WIFI set to OFF - so it should not be looking for WIFI or be affected by the access point

By Sky hub, do you mean puck?

Although I notice you are connecting ethernet straight to your Sky hub router, that's fine.

You mention, that the Vodafone router is connected by a Ethernet switch to the hub.

It could be for some network reason, that the switch is causing an issue or drop in your network. Is this an unmanaged switch? Is there anything else hanging off this switch that can itself power on/off, that maybe also is causing a glitch for your Sky hub and/or the Sky ouck to drop the ethernet connection for that  port. I've seen this happen before, not just with pucks. Switches are great, but can sometimes be troublesome. Sky also have not had a great hsitory, even with Sky Q and ethernet switches.

By the way that's a good router, that Vodafone. I know of a few others that have had that in the past and it pushes out a very good wifi reliable wifi signal.

Which brings me to, have you tried using wifi for your Sky Stream puck. You mention it's in an av cabinet, hope not closed door, but your Vodafone router is a good six feet away, not too close and it seems you have good spacing of the devices.

[evergleam]

Hi

I was excited to try your suggestions - hoping they might resolve the issue.  

Please see my findings below >>

lettice:  Can you clarify here;

-the sky hub is connected to sky router via ethernet

-the sky hub has WIFI set to OFF - so it should not be looking for WIFI or be affected by the access point

By Sky hub, do you mean puck?

>> yes apologies the sky tv puck has WIFI set to OFF

lettice:  Although I notice you are connecting ethernet straight to your Sky hub router, that's fine.

You mention, that the Vodafone router is connected by a Ethernet switch to the hub.

It could be for some network reason, that the switch is causing an issue or drop in your network. Is this an unmanaged switch? Is there anything else hanging off this switch that can itself power on/off, that maybe also is causing a glitch for your Sky hub and/or the Sky puck to drop the ethernet connection for that  port. I've seen this happen before, not just with pucks. Switches are great, but can sometimes be troublesome. Sky also have not had a great hsitory, even with Sky Q and ethernet switches.

>> In order to eliminate the switch as a potential cause of the puck disconnection issue - I unplugged the switch completely. I then connected the vodafone hub directly to the sky hub and tested all ways of connecting the sky tv puck:

-via ethernet directly to the sky hub

-via ethernet to the vodafone router

-via WIFI to the vodafone router

>> In all cases 'after there is a re-connection change', the tv puck will connect and stream via netflix with excellent speeds (WIFI 500 mbps / Ethernet 90mbps)...  but regardless of connection method - whenever the puck is set to standby and then turned on again - it always drops the connection and will not re-connect unless I do one of the following:

-turn WIFI off and on again

-unplugged and re-connect ethernet cable (to vodafone router or sky tv puck) 

- tv puck settings>resets&updates>restart device 

lettice:  By the way that's a good router, that Vodafone. I know of a few others that have had that in the past and it pushes out a very good wifi reliable wifi signal.

>>agreed. The boosters are also good for extending the range at a decent speed.

lettice:  Which brings me to, have you tried using wifi for your Sky Stream puck. You mention it's in an av cabinet, hope not closed door, but your Vodafone router is a good six feet away, not too close and it seems you have good spacing of the devices.

>>sky stream puck is not behind closed door - and assume its not a factor when connected via ethernet

>> I am starting to think there is a fault with the puck because...

-internet to the wall is stable

-no other devices have an issue (over powerline, wifi or ethernet)

-excellent speeds are achieved with all devices

-after new ethernet unplug/replug, the sky stream puck will connect with either WIFI or ethernet and then play perfectly at high speed with no interruption until put into standby.

-sky stream puck sometimes randomly reverts "WIFI>OFF" setting to "WIFI>ON"... even though ethernet is selected and connected

I have tried:

-checking ethernet connections

-removing switch

-all combinations of connection (ethernet/wifi)

-swapping out multiple ethernet cables

-all recommended toggling of sky puck menu options

I have spent literally hours a day over the past week - reading forums and trying all possible suggestions. 

Is there any other known causes? or at this point - do you think its worth to try a different puck?

(I heard that there are a couple of versions of the sky puck from different manufacturers...)