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Discussion topic: Sky Stream Puck Internet Loss

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This message was authored by RyanH1996 This message was authored by: RyanH1996

Sky Stream Puck Internet Loss

Recently moved to Sky from Virgin Media and using Sky Stream and Sky Broadband 100mbps. 

The puck was working fine since we moved over on 07/03/24 however today has decided it wants to keep losing internet connection. Here's a summary of the set up.

 

  • Sky Broadband Hub is in living room cupboard and is connected to the ONT
  • Ethernet from hub goes into socket in the wall which is connected to a network switch in the loft which serves the 3 bedrooms, access point and the living room ethernet socket.
  • Sky Stream Puck is connected via ethernet from living room port.

Until today this set up has worked fine, but now get the message "There seems to be problem with your broadband". Network connection settings on the puck shows the puck is connected via ethernet to the broadband router successfully but no connection to the internet. I have tried the following.

  • Restarting puck by putting on standby then switching off at the wall.
  • Restarting the Sky Broadband Hub
  • Changing the connection from wired to WIFI
  • Plugging the puck directly into the Sky Broadband Hub via ethernet
  • Removing the ethernet and plugging back in.

All of the above reconnect the puck to the internet for around 10 minutes before disconnecting again and having to do one of the following again, obviously getting annoying having to do the quickest option of keep unplugging the ethernet and plugging it back in.

No other wired connected devices or WIFI connected devices have a disconnection problem just the puck. Anyone got any suggestions before I factory reset the puck and see if that works?

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