Sky Stream puck connected to router but not internet

[Jonathan1978]

One of the pucks will not connect to the internet. The first two connections are confirmed, in terms of identifying the connection and connecting to the router. However, the third one, for connecting to the Internet, fails. There are no problems with any other devices, including another puck we have. I've tried the various help guides (resetting, checking settings etc.). Is it likely a fault with the puck?

[mikealanr]

Hi @Jonathan1978 

It's either a fault with the puck or could it be marginal signal where that puck is deployed? Try swapping them over and see if a) the puck playing up connects and b) the puck that was working stays behaving itself.

This will help you know it's it's the puck or signal.

MikeAlanR

[Jonathan1978]

Thanks. I've just tried swapping them over but still the same problem so it looks like the puck is faulty.

[Jonathan1978]

Spoke to Sky this afternoon and was told it's probably a signal issue with my broadband, though every other device is working fine. I've now tried to connect the puck to the main router via an ethernet cable but it's still unable to connect to the internet.

[MarkGoldsmith]

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@Jonathan1978 wrote:
Spoke to Sky this afternoon and was told it's probably a signal issue with my broadband, though every other device is working fine. I've now tried to connect the puck to the main router via an ethernet cable but it's still unable to connect to the internet.

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If connecting via ethernet cable, make sure in the settings the Wifi is turned off, and once turned off its best to reboot the puck.

[Jonathan1978]

Thanks. I'm trying a rest of the puck with the ethernet cable connected but it still fails to connect (connection to broadband router is fine but stalls at internet connection).