SKY STREAM ISSUES STARTING EVERY MORNING

[LesleyD81]

Every morning my sky stream has issues starting up. Its set to stay connected in standby and not overningt power saving as advised on here. Still it eithr has technical issues or a software update every morning. I havent been able to just turn it on and it work since we got it. We are on grain fibre to the home with good speeds - ive chatted to sky who tell me to reset and it works then the next mornjng back to the same old saga. Help !! Im thinking of demnading a new puck as this us driving me mad.  

[lettice]

What is your software version?

Go into the puck settings and let us know what you have for Entertainment OS and Build version under;

Settings>Systems management>

[LesleyD81]

OS 1.3 Build QS028.516.00P

Thanks 

lesley 

[GD1]

@LesleyD81   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[lettice]

You are on the latest software, so it's not a software update issue.

Once your puck is on during the day, are you encountering any further connection issues or is it just the overnight to morning standby issue?

[Mr+Flibbles+86 · Accepted solution]

Thanks for escalating this. We’ve sent an invite to @LesleyD81 to chat.

[LesleyD81]

It's just overnight/morning. Same old process again this morning having to unplug and start again. 

[Fothergill1]

@LesleyD81  Have you got checked that the Network Standby Mode is turned ON? This can be checked in the Settings > Start up & standby menu.  The setting stops the puck losing the network connection when it goes into standby.

This cured the same problem for me about 2 years ago and hasn't been an issue since then. Whilst in that menu I would also turn OFF the overnight power saving.

[LesleyD81]

Thank you for your suggestion. Yes that's how the puck is set up following the advice of another member.  I have spoken to sky and they are sending me a replacement puck so fingers crossed it's just a duff puck. 

[LesleyD81]

Thanks to everyone who tried to help. Sky replaced the puck within 24 hrs ( excellent service as spoke to sky on sunday pm and pick arrived monday pm ) and it works perfectly.  Like I said i think we must have had a dodgy puck. 

thanks all

Lesley