Sky streaming box has no internet over Ethernet

[Geo101]

My sky box is wired to my router and can see the router, but more often than not has no internet connection. All our other devices can connect to the WiFi and have internet access. 

Just joined sky and got the streaming box first and had no issues with our previous router. The problems only started with the sky router. 

Tried rebooting everything and giving the streaming box a static IP, but no joy. 

[JimM1]

@Geo101 Are you sure the IP you have fixed on the stream box is free and clear, not duplicate as does sound like you have an IP clash!

[Geo101]

The IP is free and unique to the streaming box.   Had the issue with automatic IP assignment too, which is why I tried fixing it. 

I also am having a similar issue with wifi. The streaming box sees the router, but no apparent internet connection. This is despite other devices connecting no issue. 

On wifi however, it seems to loose connection less than when on Ethernet

[JimM1]

@Geo101 As a thought, have you looked at the sky Shield product to what the setting on it is in your account, wonder if something is going on to stop access to the stream box!

[lettice]

Trying to understand your problem.

You mention 'but more often than not has no internet connection'

Do you mean by this it works, but intermittently drops?

If so, make these changes;

Change your puck to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.

Set Network standby mode to ON and Overnight power saving to OFF.

Once you have made the changes, do a settings restart. This will ensure the changes are set correctly;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Really, no need for the Sky Stream box connection to a Sky router, like many other ISP routers to fix an IP address on your ISP router.

They all work by design with better recent firmwares to resolve allocation of  IP addresses for such devices, without the need for fixing.

[Jon34]

Rebooting your router should clear this up, if the issue is to do with DHCP assignments.

You could try a longer lease time, or even a shorter one to free them up quicker if you have a lot of devices, also some devices don't free up their allocation and some even just reconnect with the old address.

Maybe set static addresses from the router for your puck(s)

If you think there's nothing wrong with your router, then you could try changing your upstream DNS settings, as the internet test is just a simple hello to a DNS server.

[Jporch316]

@Geo101 

which ISP are you with ?

there have been some users with similar issues who are with EE 

[Geo101]

Thanks for the advice everyone. 

It is intermittent, but I'm not exactly sure why this is. 

It is not just the streaming box, a number of other devices are having drop outs too. Our smart heating was out for a chunk of the day despite being plugged straight into the router. 

I had the streaming box a week or so before sky broadband and no issues with any devices (was with hyper optic). As soon as the sky broadband and router was  connected I started having these issues. 

Yes, fixing the IP is typically not needed, but was worth testing. 

I've tried adjusting the settings as you suggested and switched back to Ethernet, but still the same issue. It can connect to the router, but no internet (other devices still have internet connection)

I’ve also reset and rebooted the router, but still drop outs. It seems like a router issue to me

[Jporch316]

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@Geo101 wrote:

Thanks for the advice everyone. 

It is intermittent, but I'm not exactly sure why this is. 

It is not just the streaming box, a number of other devices are having drop outs too. Our smart heating was out for a chunk of the day despite being plugged straight into the router. 

I had the streaming box a week or so before sky broadband and no issues with any devices (was with hyper optic). As soon as the sky broadband and router was  connected I started having these issues. 

Yes, fixing the IP is typically not needed, but was worth testing. 

I've tried adjusting the settings as you suggested and switched back to Ethernet, but still the same issue. It can connect to the router, but no internet (other devices still have internet connection)

I’ve also reset and rebooted the router, but still drop outs. It seems like a router issue to me

---

Or possibly a line issue ......

[Geo101]

My Service Checker says everything is fine. 

Even if one device is having connection issues, usually at least one other device is working fine. 

Drop out are happening over Ethernet and WiFi connected devices 

[JimM1]

@Geo101 If you are not too far into everything it may be worth doing a factory reset on your sky hub, and you could say which model you are using also! See the link below if you are not sure!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

[Jon34]

Do you have any network switches or access points connected?

Also im assuming the hub has some sort of log that can be viewed

have you tried speaking to broadband support? as they have full access to the hub and might be able to see issues with it that you arent aware of.