Sky puck not connecting to Apps (All4 & Discovery+)

[Cleveleysbob]

Hello everyone,

problems again with Puck.

Last week, I bought a line adapter system so that I could connect the puck using Ethernet cable instead of relying on WiFi, which is patchy. For 5 glorious days this was trouble free.

Last night, couldn't connect to Discovery* and had to reboot puck (worked)

This morning, couldn't connect to All4 and had to reboot puck(worked)

Everything else is/was working fine and all apps work fine on my Glass TV.

The only issue is the puck. Any advice as always gratefully received.

PS. I've done the factory reset and corrected all other issues (like the error 400 on Discovery)

I just feel that you shouldn't have to constantly reboot the puck to watch a particular App.

65" SkyGlass tv, Sky Superfast BB, Sky stream to puck with 55" LG smart TV.

[Mr+Flibbles+86]

Hi there, 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

[Cleveleysbob]

@Mr+Flibbles+86 

Hi, I've sent a message via the chat line to start things off, but it's disappeared at my end. I hope you can see it as it's 2 x quite long paragraphs and I'd prefer to not write them again.😆

I've kept the chat open for when you respond.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Cleveleysbob]

@Addie15 

Hi, I did respond on the chat and kept it open for 48hrs. See above response.

I don't know why things aren't getting through or are disappearing.

However, I seem to have fixed the issue by turning off the network standby on the puck.

So, the puck still goes into standby, but the network remains connected and this (for the moment) has everything working as it should. It's only been a couple of days so while I'm hopeful, I'm not totally convinced  yet.

Is there such a thing as a recommended amount of time for rebooting the network kit, ie the Router/hub, the Skyglass TV, and of course the Puck? Should this be done periodically and if so what is recommended?

Regards, Bob

[MarkGoldsmith]

---

@Cleveleysbob wrote:

@Addie15 

Hi, I did respond on the chat and kept it open for 48hrs. See above response.

I don't know why things aren't getting through or are disappearing.

However, I seem to have fixed the issue by turning off the network standby on the puck.

So, the puck still goes into standby, but the network remains connected and this (for the moment) has everything working as it should. It's only been a couple of days so while I'm hopeful, I'm not totally convinced  yet.

Is there such a thing as a recommended amount of time for rebooting the network kit, ie the Router/hub, the Skyglass TV, and of course the Puck? Should this be done periodically and if so what is recommended?

Regards, Bob

---

@Cleveleysbob the Sky Messaging Team were actually suffering from technical issues on Friday affecting the live chat service which could very well be the reason that your messages didn't actually get through to them.

If you do need this escalating to them again just post in this thread and a SU will be happy to do it for you.

[Cleveleysbob]

Despite a brief interlude when things worked fine for a couple of weeks, they seem to have returned to where they were and constant rebooting (daily) is the norm again.

I'm considering the following 2 options.

(1). If someone can tell me the new puck so,ves all these issues, I'll buy one and take it from there.

If not,

(2). I'll throw the puck in the bin, cancel my "whole home" (saving £13/m) and get FreeSat into my bedroom instead. Only my wife uses the tv in this room and she's sick to death of having to reboot the puck daily to enable her to switch from ITVX - All4 - My5 and or Discovery+. The famous 4 streams that seem to account for almost 90% of the complaints on SkyStream.

I'm beginning to think there's a conspiracy of silence between these 4 services and Sky. That they are aware of incompatibility problems, but are prepared to "suck it up" as everything else seems to work fine.

please advise on the new puck issue, or SkyStream & Whole Room are heading for the bin.

[Cleveleysbob]

@MarkGoldsmith 

Hi,

I've added a new post to this thread. I'd like you to have a look and comment please.

many thanks.

Bob.