17 Aug 2023 09:10 AM
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.
18 Aug 2023 03:02 PM
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!
18 Aug 2023 09:47 AM
Posted by a Sky employeeHi 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
18 Aug 2023 10:11 AM
Hi @Greenfingers001 - I've managed to resolve this issue myself after finding a useful comment on another Sky forum post.
18 Aug 2023 02:22 PM
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. 😀
18 Aug 2023 03:02 PM
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!
18 Aug 2023 03:12 PM - last edited: 18 Aug 2023 03:13 PM
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/
13 Sep 2023 10:09 PM
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.
26 Sep 2023 06:07 PM
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?
22 Mar 2024 07:14 AM
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.