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Discussion topic: SKY PUCK LOSING INTERNET CONNECTION!

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This message was authored by MIKE681 This message was authored by: MIKE681

SKY PUCK LOSING INTERNET CONNECTION!

For some time now we find our sky puck just loses connection and freezes, and then says not connected to the internet. We go into the other room where Sky Glass is and it works fine, as do all other devices, so we know its not the router. We phoned ages ago and were told to reboot, which we do every time and it works for a while and then just goes back to dropping signal. We've not used it as much over the last few months but now we are sitting in and trying to watch TV we have the same issues again... what other suggestions have you that are not rebooting the puck or rebooting the router as we have done that time and again

Thanks

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This message was authored by GD1 This message was authored by: GD1

Re: SKY PUCK LOSING INTERNET CONNECTION!

Posted by a Superuser, not a Sky employee. Find out more

@MIKE681  You could try ethernet cable to the hub or powerline adapters as it sounds like wifi is the issue, also rebooting the hub every time like you doesn't resolve the issue and could make it appear that you line has a fault due to frequent disconnects, you're doing more harm than good.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

MIKE681
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This message was authored by MIKE681 This message was authored by: MIKE681

Re: SKY PUCK LOSING INTERNET CONNECTION!

Thanks for the suggestion but not easy to get a cable to the puck from the router, and doesn't explain why other devices work fine? E.g laptops, ipads etc all work fine in the same room - I've no tech knowledge but seems strange but noted regarding the rebooting, thank you, I was not aware of that

This message was authored by Jason+Golding This message was authored by: Jason+Golding

Re: SKY PUCK LOSING INTERNET CONNECTION!

@As @GD1 Powerline adaptors may be a good option for you. Worth a try, you can pick them up for around £30 on Amazon. Powerlinr effectively use your internal electrical wiring

Sky Stream x 2
LG C2 OLED 55inch
Sonos Playbar
Virgin 1 Gig
Virgin Stream Box
Xbox X
Apple TV 4K
Amazon 4K Firestick
MIKE681
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This message was authored by MIKE681 This message was authored by: MIKE681

Re: SKY PUCK LOSING INTERNET CONNECTION!

@Jason+Golding  thank you, I didn't know of these devices. Just had a look. So  one goes into a plug socket near the router with cable to cable and then the other near the puck, and cable to the puck? Is that right? And I assume it means more stable connection? 

This message was authored by Jason+Golding This message was authored by: Jason+Golding

Re: SKY PUCK LOSING INTERNET CONNECTION!

@MIKE681 Yes. It uses your internal electrical wiring to carry the broadband signal. Much depends on your internal wiring, but usually in my experience they work well. 

Sky Stream x 2
LG C2 OLED 55inch
Sonos Playbar
Virgin 1 Gig
Virgin Stream Box
Xbox X
Apple TV 4K
Amazon 4K Firestick
MIKE681
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This message was authored by MIKE681 This message was authored by: MIKE681

Re: SKY PUCK LOSING INTERNET CONNECTION!

Great thanks - is it best if the 2 plugs are on the same circuit? Many thanks for taking the time to offer advice, its very much appreciated!

This message was authored by Jason+Golding This message was authored by: Jason+Golding

Re: SKY PUCK LOSING INTERNET CONNECTION!

@MIKE681 Shouldn't matter Milke. Go for the best quality power lines you can afford. TP Link are very good. Hope all works out 

Sky Stream x 2
LG C2 OLED 55inch
Sonos Playbar
Virgin 1 Gig
Virgin Stream Box
Xbox X
Apple TV 4K
Amazon 4K Firestick
This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: SKY PUCK LOSING INTERNET CONNECTION!

Posted by a Superuser, not a Sky employee. Find out more

@MIKE681  Powerline adapters are a good option as already suggested by @GD1 and @Jason+Golding but don't waste money on a 1000mbps (1Gb) model as they are more expensive and the Stream pucks only support 100mbps.

 

Good luck.

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This message was authored by bydandie This message was authored by: bydandie

Re: SKY PUCK LOSING INTERNET CONNECTION!

Personally, after spending £800 on good quality powerline devices over the years, I can say that powerline is variable and does depend on the quality of the circuit.  You are much better served by either working to place your hub closer to the centre of the house, try to run Cat5E cable or use the existing coax to run connectivity.

 

What do you get from the Netflix app in terms of connectivity on WiFi?

Sky Stream
LG 55" G2 OLED
Virgin 1 Gig
Virgin v360
MIKE681
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This message was authored by MIKE681 This message was authored by: MIKE681

Re: SKY PUCK LOSING INTERNET CONNECTION!

Thanks I have ordered a powerline adapter for £30 via Amazon and will see if that works. 

 

MIKE681
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This message was authored by MIKE681 This message was authored by: MIKE681

Re: SKY PUCK LOSING INTERNET CONNECTION!

Hi 

The hub is around 5 feet from the puck, separated only by a wall. The main Glass TV is much further away and we have devices that work absolutely fine further away on 1st floor. I'll see if the powerline works first and go from there. It seems to quite a common issue so perhaps Sky to check their tech? Hardly ideal either way as it seems a common issue? We seem to run ok on Netflix, but don't watch it a lot. 

Thanks for the advice and suggestions, it's appreciated

This message was authored by Floydianslip This message was authored by: Floydianslip

Re: SKY PUCK LOSING INTERNET CONNECTION!

@MIKE681 

I've posted a few times on here re connectivity issues people have are having, invest in a decent router, very few ISP's supply decent equipment. A decent router with QoS allows you to prioritise traffic and will have better wifi coverage. I replaced my ISP provided router and don't have any connectivity issues and I have 4 pucks, 2 are in bedrooms upstairs nowhere near the router and connectivity is rock solid.

This message was authored by bydandie This message was authored by: bydandie

Re: SKY PUCK LOSING INTERNET CONNECTION!


@MIKE681 wrote:

Thanks I have ordered a powerline adapter for £30 via Amazon and will see if that works. 

 


You'll need two 😀

Sky Stream
LG 55" G2 OLED
Virgin 1 Gig
Virgin v360
This message was authored by Jporch316 This message was authored by: Jporch316

Re: SKY PUCK LOSING INTERNET CONNECTION!

Posted by a Superuser, not a Sky employee. Find out more

@MIKE681 

I used TP powerline adapters for a while and for the most part they worked well - you will lose approx 10% of your line speed on a good circuit but it's not too bad . I bought a set from Facebook marketplace for a tenner 

 

I switched to a mesh WiFi system (again used from eBay) and find this is much more stable and useful espaciallly for reaching all already of the house 

——————————————————————————
43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
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