Sky Puck not connecting to the internet

[keevz12]

Im setting up my sky puck and i put in the password for the wifi and it just keeps sayimg we cant connect to your broadband router. Ive followed all steps on the help page and turned it on and off and still nothing

[mikealanr]

Hi @keevz12 ,

You are not talking to Sky this is a customer helps customer community. Try all the steps in this article: Can't connect my Sky Stream puck | Sky Help | Sky.com | Sky Help | Sky.com

You can also try via an ethernet cable (just for initial set up) and then try setting up the WiFi connection once puck installed.

If you you still cannot connect you will need to contact sky for further troubleshooting.

MikeAlanR

[ian2512]

I had this exact same issue as you have described unable to connect to router. If you connect to SKY with a third party router in my experience tplink ensure IPV6 is NOT selected as i had this very problem. As soon as i switched IPV6 connection off and reset router bang all worked again. I replicated this a few times to make sure this was the issue. As soon as IPV6 was disabled puck connected again. Has been stable now for a few days. I found initially puck would stay connected when IPV6 was connected then drop connection and would not conect at all, either wifi or ethernet.

Hope this helps.