Sky Stream unable to Connect to Internet

[Case]

Sky Stream  had a number of freezes watching Liverpool game today, rebooted Sky Steam puck and Hard RESET, after 1st Black Scream with Sky Logo nothing, now I cannot get Network Setup screen to connect to Internet either Hard Wired or Wireless.

Same HardWire works fine when plugged directly into TV Netfix checks OK, wireless to amazon Fire Stick also works fine. 

Something appeaars to be wrong with the Stream Puck Network Setup process.

[Case]

I am now back online with Sky stream. Nothing changed on my network, but after a 30min powerdown of Sky Stream Puck, on reset startup a software update initiated itsself on the Puck after a couple of more reboots I was able to conmplete the startup sequenece and link my account.

[Dazza105]

Happened to me today too, would not connect to WiFi or ethernet(our 2nd puck in the house connects to all the points which the other one can't) so I know it's not network issues. 

Puck is now stuck in attempting software update. 

Called sky who went through all the recovery processes to no avail so have had to order a new puck, the advisor indicated I was the 4th call in a row with this problem.

Added to that as I have had the puck for 16 months I now own it so have had to pay for a replacement😶

[clarelwatts]

We also have 2 sky pucks in the house. One is working well. The second has the same issues as yours. My husband said screen kept freezing whilst watching Liverpool game yesterday but worked fine on our first puck. The second puck was replaced 2 weeks ago for a different issue but it doesn't seem to be getting same signal strength so keep freezing its not reliable at all. We also have sky superfast broadband and pay extra for guaranteed signal but still the 2nd puck isn't working as well as the first. The old sky HD ty box was much better but we apparently can't revert to that and sky q doesn't suit us as we all watch and record different programmes.

[Dazza105]

Ours reconnected yesterday evening all by itself after I had spent 4 hours in the afternoon trying every possible recovery option but would not connect to any internet whether that be our broadband or even tried my phone hotspot. 

I've had the pucks since December 2022 and overall I would say my experience has been pretty positive, had the odd funny where I've had to disconnect from mains, yesterday was my first outage where I had to connect the old reliable Freeview box. 

Does feel like some update or change was pushed out to a few yesterday which caused issues, which then cost me £40 for a replacement puck 

[Padam_Padam]

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@clarelwatts wrote:
The old sky HD ty box was much better but we apparently can't revert to that and sky q doesn't suit us as we all watch and record different programmes.

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Why doesn't Sky Q suit you? It can record up to six channels at once. You can watch recordings on two other TVs at the same time (in HD) using mini boxes. 
All recordings are stored on the main box and sent wirelessly to the mini boxes over a mesh WiFi generated by the main Q box. 
It doesn't have profiles so all recordings are stored on one planner but if you prefer recording rather than streaming on demand then it will be the better system for your needs. 

[Case]

I had issues again this morning, more software downloads after performing hard reset.

Normal issues with puck refusing to see TV is UHD compatible, switched it off and on a couple of times, seems to have fixed that issue.

Reset Internet to wifi from wired seems to have worked.

Not sure if its a new option but wifi had an separate option for Sky Broadband and an Other.

Build Version QS025.017.00P

Hardware Version IP061-ef

Platfrom Version 6.11p23s1

(anyone with issues have different versions ?)

Let's see have this performs over the next couple of days.

[clarelwatts]

Exactly .....

We would need 2 main boxes which sky won't allow.

We tried sky  Q and didn't suit us as a household of 6 people.

When he had sky HD we had 2 HD boxes which worked perfectly as we also had multi room.

We all sit in different rooms watching different programmes and record play back different programmes.  All tvs are used here at the same time and all have different interests.

Believe me we tried it and it didn't suit our needs.

Sky recommended sky stream and the issue is Internet connection.  Evenings especially when everyone is using WiFi for different things then the TV in the family room keeps freezing, even though we pay for broadband boost it just isn't working .

[MarkGoldsmith]

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@clarelwatts wrote:

Exactly .....

We would need 2 main boxes which sky won't allow.

We tried sky  Q and didn't suit us as a household of 6 people.

When he had sky HD we had 2 HD boxes which worked perfectly as we also had multi room.

We all sit in different rooms watching different programmes and record play back different programmes.  All tvs are used here at the same time and all have different interests.

Believe me we tried it and it didn't suit our needs.

Sky recommended sky stream and the issue is Internet connection.  Evenings especially when everyone is using WiFi for different things then the TV in the family room keeps freezing, even though we pay for broadband boost it just isn't working .

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Out of interest what broadband speed should you be getting. For a Sky Stream/Glass the recommended speed is 25-35 Mbps per second depending on if you are watching in HD or UHD, and you would like need an additional 10-15 Mbps on top of that for each additional sky streaming device being used at the same time.

[clarelwatts]

Online speed test for today is 50.57.

We pay extra a month for sky boost, they said that would guarantee every room getting signal even when everyone is using WiFi??

[Case]

My speeds as 110.64 Mbps reported by Netflix App, this is a wireless connection to the Sky Stream hub through a Google Mesh attached to a BT Home Hub full fibre connection.

[clarelwatts]

What is a Google mesh?

[Case]

Its way of distributing your wifi signal throughout your home, its series of pucks you can place around your home,  one is connected to your main router directly then all other pucks talk to each other on their own network and provide you with  a seemless wifi signal. Basically creates a mesh of wifi signal across whole house.

try google   'Nest Wifi Pro'