Sky stream puck constantly disconnecting

[JAS81]

My sky stream puck doesn't work, when trying to watch anything it freezes every 20-30 seconds then eventually it goes off and says there is no Internet connection. I go into "get connected " and it connects again and goes to the home screen. The broadband speed is 30mb or over and I have been on the phone to sky for 2 hours trying to trouble shoot resetting the puck, the router etc. Nothing has worked and apparently the puck is out of warranty!? So have to pay for a replacement.....I thought having a contract meant being provided kit that worked. Anyone had this issue any resolutions? Currently left not being able to watch anything.

[MarkGoldsmith]

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@JAS81 wrote:
My sky stream puck doesn't work, when trying to watch anything it freezes every 20-30 seconds then eventually it goes off and says there is no Internet connection. I go into "get connected " and it connects again and goes to the home screen. The broadband speed is 30mb or over and I have been on the phone to sky for 2 hours trying to trouble shoot resetting the puck, the router etc. Nothing has worked and apparently the puck is out of warranty!? So have to pay for a replacement.....I thought having a contract meant being provided kit that worked. Anyone had this issue any resolutions? Currently left not being able to watch anything.

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If you are connected by Wifi i think the issue may be the strength and stability of the wifi signal. If you are connected via Wifi i'd suggest trying to plug in an ethernet cable, open the Network settings on the puck, disable the Wifi and then unplug the puck for 30 seconds to reboot it (this will just make sure it picks up the fact you have disabled the wifi).

[TimmyBGood]

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@JAS81 wrote:

 The broadband speed is 30mb or over and I have been on the phone to sky for 2 hours trying to trouble shoot resetting the puck, the router etc.

30Mbs to the property might well mean a below minimum speed at the puck

Nothing has worked and apparently the puck is out of warranty!? So have to pay for a replacement.....

When did you acquire the puck? After February 2023 they are on loan.

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[JAS81]

The speed is now not an issue this has been resolved, I was only receiving 10mb and TV steamed ok with no real issues. Then it started disconnecting and freezing, this prompted to find the issue with the speed, this now fixed and still not working. 

The puck I got Jan last year when I started my contract. Although shouldn't see what this matters if the puck doesn't work I can't receive the service I am paying for.

[JAS81]

I am not able to connect via an ethernet cable, I don't have long enough and it has to go through a door

[Deedee36]

@JAS81  Open the Netflix app scroll down to get help,check your network,this will give you the exact sped your puck is receiving 

[MarkGoldsmith]

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@JAS81 wrote:

I am not able to connect via an ethernet cable, I don't have long enough and it has to go through a door

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You can use powerline adapters to over that problem. A set for around £30 from Amazon will suffice, as the stream pucks have a limited ethernet port that only allows 100 Mbps so you don't need expensive powerline adapters

[Exiled-in-HH]

You own your current Puck😉

To obtain a Sky owned Puck you required to pay Sky a onetime fee🤔