Sky stream won’t connect to internet when I have internet

[RandomDude0]

Hello there. I'm trying to connect my sky stream which has worked fine for months but I turned it on this morning to get greeted by "you have no internet connection" when I know I have internet as my phone, laptop and smart TV all connect. 

I've already tried restarting and unplugging the puck, neither of which helped 

anyone got suggestions?

[Anonymous]

Hi @RandomDude0 can you try

1. Turn off sky stream at the wall
2. Turn off your router, wait a few minutes
3. Turn it back on
4. When the router is all good and back online, turn back on Sky Stream

Does that fix anything?

[RandomDude0]

Sadly no, I have already had the puck unplugged for 3 hours to try and fully reboot it but I still keep seeing the "somethings wrong with your broadband" message which doesn't apply to any other devices, so I'm kind of at an impasse here

any more ideas, let me know

[Anonymous]

Is Stream connectible to the router via an ethernet cable? If so, try connecting it that way. That gives a more stable connection than WiFi. Turn WiFi off in the settings on the puck.

I don't have Stream but when I first got the Gen 1 Glass the connection would drop often using WiFi but once I used an ethernet cable it was not an issue.

[RandomDude0]

After trying Ethernet it still says I have a nonexistent broadband issue

any more suggestions?

[Anonymous]

What's your ISP?

[RandomDude0]

I recently got a sky Hub (upgraded from a sky Q hub) if that helps 

don't know too much about it because I got it yesterday 

[Anonymous]

That does help a lot yes. Is the Puck far away from the Hub?

[RandomDude0]

Not too far away, it's a room away from it

[Anonymous]

I'm not familiar with the Hub but hopefully someone will come along with some more thoughts

[RandomDude0 · Accepted solution]

Thanks all for sharing and gelponh

after leaving it off for a few hours it has woke up and realised internet does exist and does work

Thanks again