Sky Stream puck network connection defaults to Ethernet, but its on WiFi and has no ethernet cable.

[kop32]

Strange one this, one of my 3 Sky Stream pucks keeps saying its connected via ethernet (even though there is no ethernet cable connected??), when I reset the network on the puck I can then connect it to my own WiFi using my WiFi password but after a while the network connection reverts to ethernet, I have factory reset the puck (numerous times!!) but it's still happening, also, this puck is constantly displaying the message (Waiting for program to load", goes to blue or black screen etc etc., my LG TV is connected to the same network and never drops connection, also, when checking network speed via Netflix on the Sky Puck it is consistantly showing between 375-395mb/s, any ideas?

[Fothergill1]

Hi @kop32 That is a weird one as the puck is designed to default to WiFi unless it is turned off.  You mention you have already factory reset numerous times and the speed test shows you have ample speed.

Have you tried swapping the puck with one of your other ones to see if the puck is still problematic in another location?  It's worth a try.

If you would like your post escalated to the Community Messaging team for an online chat  post back here.

[kop32]

Hi @Fothergill1 ,

Spoken to Support and they are replacing the puck, interestingly she seemed to think Sky Stream does not play well with Google Nest WiFi Pro....news to me??

[Fothergill1]

@kop32 I don't imagine your Google Nest is the problem if the other 2 pucks are working OK.  My instinct was a faulty puck which is why I suggested swapping it around with one you know is working. Thay way you could see if the problem followed the puck or was related to it's positioning within your property.

Good luck, I hope the replacement fixes the problem 🤞

[kop32]

Hi @Fothergill1 

Looks like my issue could be connected to all 3 of my pucks running a beta software version (QS037.018.00P) , not sure why they are on this version as I never requested it?, I shall call support later this morning to enquire why I'm running this software and see if there iis anyway to get on a stable software, I'll post back later.

[Fothergill1]

@kop32 I have spotted the other thread about you being on QS037 which does seem strange.  I see from the closed forum that your being on the pre-release software is being looked into.