8

Discussion topic: Sky Stream puck won’t connect to internet but is connected to router

Reply
This message was authored by Sykesjnr1 This message was authored by: Sykesjnr1

Sky Stream puck won’t connect to internet but is connected to router

Hi. My Sky Stream puck recently stopped working, saying that it is connected to my router but can't connect to the internet. However the router has an active internet connection as all other internet enabled devices are working in the home. Sky replaced my puck for a new one and the problem remains. I read somewhere that this was an issue with Virgin a few months back - I'm with Vodafone and wondering if this is a similar issue. 


Best Answers
Sykesjnr1
Topic Author
This message was authored by Sykesjnr1 This message was authored by: Sykesjnr1 Answer

Re: Sky Stream puck won’t connect to internet but is connected to router

That would be useful!

 

User in another forum post advised the following after speaking to Vodafone:

 

So contacted Vodafone and here's what they said:

 

Type 192.168.1.1 into browser

Sign into the router (using details located on Router)

Select Expert mode on the right hand menu

Then go to Internet and then DNS & DDNS. 

Select Manual

Change the 1st to 1 1 1 1

Change the 2nd to 1 0 0 1

Apply the changes. 

 

This resolved the issue straight away for me!

View this Answer within the discussion

Reply

All Replies

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Sky Stream puck won’t connect to internet but is connected to router

Posted by a Sky employee

Hi there @Sykesjnr1 , 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.

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

Sykesjnr1
Topic Author
This message was authored by Sykesjnr1 This message was authored by: Sykesjnr1

Re: Sky Stream puck won’t connect to internet but is connected to router

Hi @Greenfingers001 - I've managed to resolve this issue myself after finding a useful comment on another Sky forum post. 

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Sky Stream puck won’t connect to internet but is connected to router

Posted by a Superuser, not a Sky employee. Find out more

@Sykesjnr1 If you have a moment could you post back here with the solution you found as this will help other people in the future who have a similar problem to yours. 😀

------------------------------------------
If my post has solved your issue please mark as an "Answer"
If it has helped please give it a "Like"
Sykesjnr1
Topic Author
This message was authored by Sykesjnr1 This message was authored by: Sykesjnr1 Answer

Re: Sky Stream puck won’t connect to internet but is connected to router

That would be useful!

 

User in another forum post advised the following after speaking to Vodafone:

 

So contacted Vodafone and here's what they said:

 

Type 192.168.1.1 into browser

Sign into the router (using details located on Router)

Select Expert mode on the right hand menu

Then go to Internet and then DNS & DDNS. 

Select Manual

Change the 1st to 1 1 1 1

Change the 2nd to 1 0 0 1

Apply the changes. 

 

This resolved the issue straight away for me!

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Stream puck won’t connect to internet but is connected to router

Posted by a Superuser, not a Sky employee. Find out more

@Sykesjnr1 wrote:

 

Then go to Internet and then DNS & DDNS. 

Select Manual

Change the 1st to 1 1 1 1

Change the 2nd to 1 0 0 1

Apply the changes. 

 


Incidentally, what that does is tell the router to use the Cloudflare public DNS resolution service (1.0.0.1 is also one of their IP addresses)

 

https://www.cloudflare.com/en-gb/learning/dns/what-is-1.1.1.1/ 

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by simonwebb198 This message was authored by: simonwebb198

Re: Sky Stream puck won’t connect to internet but is connected to router

Thank you for this. I made this change to the DNS settings on my Linksys Velop Wi-Fi network, which takes an internet signal from my Virgin router, and it worked.

This message was authored by JFS5611 This message was authored by: JFS5611

Re: Sky Stream puck won’t connect to internet but is connected to router

I have exact same problem with a Virgin hub 3. Couldn't fix it. Tried resetting router and rebooted puck a few times. No luck. So I moved a wifi extender from another room into the same room as the virgin hub(which is adjacent to the room with the puck) At first same problem "connected to router but no inter et".

I restarted the puck again. It started up straight away everything fine with Internet now. Connected to the extender I moved.

Whether this is the "answer". Who knows?

 

This message was authored by VL This message was authored by: VL

Re: Sky Stream puck won’t connect to internet but is connected to router

We have the same issue. Sky sent a new puck and we have tried the recommended steps below but still have the same error message. The other two pucks in the house are currently working fine.

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

New Discussion