Sky puck replacement

[Morrow]

Our Sky puck has been disconnecting from our WiFi. I have done a complete hard factory reset but to no avail. I have spent the last two hours trying to get through on chatbots to Sky but a complete waste of time. Why do they treat their customers so badly?

[GD1]

@Morrow  You should not be doing a hard reset as this will likely cause your puck to be unlinked from your account, a full reset should only be done if Sky ask you to on the phone.

If the puck is disconnecting from your wifi it may suggest a poor signal where the puck is?

Have you tried ethernet between the puck & router/hub?

[Morrow]

1. I have successfully relinked the puck to my account with no issues.

2. The puck was originally connected by ethernet to our router. When it kept disconnecting from the ethernet we pulled out the ethernet cable and connected it to the wifi. The signal is very strong,  indeed we have a second puck connected to the wife which has never given any problem.  It works for a couple of hours and then disconnects.

 It was only after trying a couple of resets through the Sky settings page that we resorted to the hard reset. 

[GD1]

@Morrow   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[ItWasAllMichele]

Thanks for escalating this @GD1. We’ve sent an invite to chat to @Morrow.

Please be aware conversations automatically close if there is no response within 48 hours.

[Morrow]

 Sunday 24 May. Having to go through setting up Internet every morning. Please help!!

[Mark39]

@Morrow what were Sky's suggestions in the chat they arranged for you?

[Morrow]

Nothing! That is what is so frustrating. At least 4 agents (?) seem to have been involved and each time they keep asking for all my account details.

Tomorrow I will be seeking legal advice as this is clearly a breach of contract.

[purpleparrotuk]

What brand router do you have?

[Morrow]

Not Sky broadband, which is where the problem might lie, as I suspect they deliberately create problems for customers who aren't Sky broadband customers. This was certainly our experience with them when we were still using SkyQ. In answer to your question we have a 5Gb connection from Eir here in Ireland.

[Mark39]

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@Morrow wrote:

Not Sky broadband, which is where the problem might lie, as I suspect they deliberately create problems for customers who aren't Sky broadband customers. 

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@Morrow Puck works fine on my non-Sky 65Mpbs broadband connection.

[LouM2912]

Also having this issue on one of our pucks even though when it connects, it shows the WiFi connection as 'Excellent' - its only in the room next to the wifi router. Occasionally the puck will connect but most of the time it will not automatically connect. My solution was to switch it with another puck and use ethernet in the faulty one which has solved the issue for us but the wifi is definitely not working correctly in the first one. 

[AceRimmer]

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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141