Sky Stream pucks stuck loading home screen (Refresh your connection loop)

[Ml101]

For a week now I have had 6 pucks all stuck trying to load the home screen on start. They all get stuck on the same blue screen which just says "Let's try that again. Press home to refresh your connection"

Occasionally one puck might jump into life, for a little while, but 90% of the time they are just sitting on the refresh screen. I have had this problem for over a week now.

Called Sky multiple times, and reset all the pucks, hard and soft resets, does nothing to change the "refresh your connection" screen.

I can see from the sky box settings, that all the pucks have a local IP and have all ticks against an internet connection (so it's connecting to the internet). Further, when resetting a puck you need to login to the sky site and put in a pin shown on the screen (from the puck). As soon as I do this the puck progresses the setup. This proves from both ends (my home and sky) all pucks have an internet connection and sky can talk to the pucks. Furthermore, my devices have no issues on the connection tool on the sky website, says streaming is OK

I have dedicated 1 gigabit up and down, no other internet service is affected, I can even see speeds maxing out at on speed tests to the capability of the fibre line.

This has been with Sky tech team for a week, with no responses, no follow-ups... very time I call, the poor people on the first line support cant do anything other than tell me its with the tech team.... One very frustrated customer at this point, no feedback, no progression, no end in sight.

This was mentioned in the Glass forum, so adding it to this forum for pucks to see who else is having this issues and has anyone managed any progress with sky yet?

This is the screen I am getting in loop now:

[Padam_Padam]

@Ml101 

Who is your ISP? If this is affecting all six of your pucks then it would suggest some kind of compatibility issue with them. There have been reports from other random (usually smaller) independent ISPs who have had to tweak some setting or other to work with Stream. 

[Ml101]

Thanks for the post! I am with B4RN (Broadband for Rural North) all has been working fine for 3 months, just last week this changed to the "loop of doom" It does periodically come back for an hour or two on random boxes, but on the whole they are down 90% of the time in this loop.

Do you happen to know what needs to be changed at the ISP? B4RN are brillant with customer queries and act fast. I can go check with B4RN, as sky seems to have left me (and a few others) high and dry on this one. thanks