Sky Stream randomly dropping connection

[Steve162]

I've had Stream for about six months now. Moved over from Sky Q to get rid of box and cables. When it works it's brilliant, however quite often it'll work without issue for a few days, then I'll have an evening where it keeps dropping the connection to the router. It'll flit between working, then when hitting an ad break or next episode it'll stop again. Sometimes when I first switch it on it'll keep saying it's got no connection and I can spend 20 minutes trying to get it working via reconnecting to the router etc until it kicks into gear. Other times everything is fine with no issues. There's no consistency or obvious cause of the problem. Router is in the same room, connected by WiFi (the whole point was to get rid of cables after all) and running Sky Broadband at 70mbps+. All other devices in the house work fine on WiFi. 
Is there any solution to this or are the pucks just a bit shoddy and unreliable? We are only running one puck. Just getting a bit sick of it when it costs me a total of £79 a month for the setup. 

[Fothergill1]

@Steve162 You will probably resolve the issue of no network when you first turn it on by going into the settings > Start up & Standby menu and making sure that Networked Standby Mode is turned ON as this stops the puck losing connection when it goes into standby.  Whilst in that menu also turn OFF overnight power saving.

When I had a Glass TV I found it quite often lost the network but by turning the Networked Standby Mode on it reduced the issue considerably.  I have now had a Stream puck for 3 months (instead of Glass) and it has only lost connection once.

[Exiled-in-HH]

Did you measure the 70Mbps+ using the Netflix Network Check on the Puck?

[Steve162]

Thanks - I have network standby mode off but will also turn off power saving and see if that helps.

[Steve162]

@Exiled-in-HH Thanks, no I haven't checked it via that method, will give it a try. 

[Fothergill1]

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@Steve162 wrote:

Thanks - I have network standby mode off but will also turn off power saving and see if that helps.

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Hi @Steve162 You need to have Networked Standby Mode turned ON in order to stop your puck from losing the network connection when it goes into standby.

Good luck.

[Steve162]

@Fothergill1 Thanks, yes that's what I meant but I will double check anyway! Thanks for your help. 

[Psychicpussycat]

Erm...  why do we have to do be proactive to maintain connection?  Surely Sky should be doing all it can to make it so flipping easy that we will never ever think of cancelling.  Because tbh, I'm ready to cancel because of this

[Jporch316]

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@Psychicpussycat wrote:

Erm...  why do we have to do be proactive to maintain connection?  Surely Sky should be doing all it can to make it so flipping easy that we will never ever think of cancelling.  Because tbh, I'm ready to cancel because of this

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This is not a widespread issue and likely a by product of a certain setup or router model .....

[DJD73]

In the last 4 months both my Sky pucks randomly drop wifi connection, everything is on in the settings as it should.......to get it back connected i have to do a full puck restart and restart my wifi box......Sky claim its my wifi box thats causing it......strange how my MacBook, Google Hub, Pixel Phone and Smart TV never lose connection.......everything points to the pucks.

Latest software updated, default reset them, the wifi is less than 5 feet away from the puck

With this problem not being resolved i may end up cancelling my contracts with Sky as they do not seem to care.

I give up trying to actually get 

[Sb78]

I have similar issues.  Sky will claim loss of Internet.  Smart tv, android phones, xbox and sky router all indicate working Internet and I have to power cycle the puck.  This issue did not happen for a good 6 months but I now need to do a power cycle on the puck alone every week.  It happens with live tv and on demand programs.  Originally I was going to purchase sky glass but my girlfriends glass has connectivity issues virtually daily so I decided upon the puck instead.  While it does seem stable in comparison to the glass I don't see how I can be browsing the Internet or my son online on his xbox when the puck states no Internet connection.  I have tried altering the settings to those suggested by customers on here but the issues still prevail.  I left sky for quite a while after within 10months of issues and approx 9 new stb,  4 new lnbs and a new dish I was still having issues.  4 years later we tried sky again just to find out that the first install had been messed up by mistake.  The coax cable was at fault but no one noticed in 10 months and sky replaced everything except the coax cable.  I have been told by sky to move my puck closer to the router so I did.  Then sky advised my puck was too close to the router so move it away so I have now given up ringing I just try to remember to power cycle my puck every Friday while I'm making my first coffee and thay way I virtually have no issue.  It seems as though maybe the cache just needs clearing or something along those lines.  I have never needed to reboot my router to resolve the issue so I do not think the router is an issue at all.

[SteveCornwall]

Interesting. It's a pain. I eventually pushed Sky more and got a helpful guy who sent me a replacement puck. That worked well for a while, then I started to get issues again. However, I was later contacted, separately, to say I could get an upgraded router as my old Sky Q hub was out of date. Funnily enough, since I've had the new hub everything has, touch wood, worked absolutely fine. Therefore I can only conclude that the main issue for me was the puck not working very well with older Sky broadband hub...