SKY Stream intermittent Puck connectivity issue

[KW58]

I joined SKY STream February 2025 and the Puck has worked pretty well since then until recently - over the past couple of weeks. My Router is located in a bedroom upstairs and I have a SKY extender installed in the living room since day one.  The TV is located in our living room . Over the past few days when switching on the TV first thing in the morning it says it is unable to connect to the internet.  After I reboot the  PUCK it works well for the rest of the day although it has occasionally caused some issues when watching some programmes and a reboot works for that too.  I don't think I should be having to reboot the Puck so often.  We have not had any difficulty with internet on ipads or iphones during any of these times.  Can anyone advise  what the solution might be?

regards

Ken

[Brill+Gill · Accepted solution]

Hi @KW58, 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
 

[KW58]

I had a couple of chats over the weekend with a SKY expert and it seems that the issue was due to a conflict between the Hub WiFi and the Max Pod extender as the Pod/extender may have been too close to the Puck. After ,moving it out to the hall connectivity has been good. Hope it continues to be the case. So it this point I am happy to treat this case as being answered. Thanks for all the help. 

[Tichatonga]

Your Puck isn’t losing internet — it’s losing the Wi‑Fi handshake on wake‑up. Your other devices (iPads, iPhones) stay connected because they maintain their Wi‑Fi session overnight. The Puck, however, goes into a low‑power state and sometimes fails to re‑associate with the extender when the TV wakes it. That’s why a reboot instantly fixes it: reboot = fresh DHCP lease + fresh Wi‑Fi association. This is a network behaviour issue, not a broadband issue.

To improve stability, it helps to reposition the Sky Wi‑Fi extender so it has clearer line‑of‑sight to the Puck, as extenders can be sensitive to interference from TVs, cabinets and soundbars. Power‑cycling the extender every few days can also clear channel or signal conflicts that build up over time. If your router supports separate 2.4GHz and 5GHz networks, connecting both the extender and the Puck exclusively to the 5GHz band can prevent the Puck from latching onto a weaker 2.4GHz signal. It’s also worth manually checking the Puck for firmware updates through the settings menu to ensure it’s running the latest software. If issues persist, replacing the extender with a proper mesh Wi‑Fi node is a far more reliable long‑term solution, as Sky Stream performs significantly better on mesh systems than on traditional extenders.

Hope that helps sort the issue

[KW58]

Dear by: Tichatonga,

thank you for your response. Much of what you say was covered in my private discussions over the weekend. It is working OK just now. Unfortunately it is not possible to connect via ethernet as the router is upstairs in a bedroom (we weren't given any other option when the connection was installed by SKY engineers despite us asking). I appreciate you going into the detail which is most helpful. 
Kind regards 

KW58

[Higgsy4]

I am having the same issue since I transferred provider from MTH to Merula. We don't have access to Sky broadband or any mainstream provider. Merula have changed our router but we still have the issue.  Like most, everything else works well- phones, laptops, soundbars but not the puck? Do I need new pucks? 

[KW58]

Dear Higsy4

sorry but I don't know the answer to that. It might be an idea for you to raise a new discussion about your issue re change of router provider. 
regards KW58