Stream puck suddenly says no Internet connection

[Mrsraeroberts80]

Suddenly last night my stream puck started saying there wasn't a connection to the Internet.

Our broadband is fine and every other device in the house is connected and working

 My husband has tried everything he can find online and it hasn't worked

[BenJoBanjo]

---

@Mrsraeroberts80 wrote:

Suddenly last night my stream puck started saying there wasn't a connection to the Internet.

Our broadband is fine and every other device in the house is connected and working

 My husband has tried everything he can find online and it hasn't worked

---

Have you checked that network standby is turned on in the network settings on the puck?

Have you restarted the puck? Can you connect it to your router using an ethernet cable (and turn WiFi off on the puck's network settings) to see if it is functional?

[darling412001]

May be a coincidence but today for the very first time my Stream said there was no WiFi connection which is weird because I connect via Ethernet and WiFi is turned off!

[Mrsraeroberts80]

Hi 

1. He had tried some of these already however he has just gone through them all again and nothing is working 

[Mrsraeroberts80]

We have just tried connecting to our phones hotshots and they aren't working either 

[BenJoBanjo]

---

@Mrsraeroberts80 wrote:

We have just tried connecting to our phones hotshots and they aren't working either 

---

It sounds like the puck may be faulty then. Give Sky a ring for further troubleshooting and replacement if necessary. 

[Mrsraeroberts80]

I was hoping not to have to as I suffer from anxiety 

[Fothergill1]

Hi @Mrsraeroberts80 would you like me to escalate your post to the Community Messaging Team for an online chat rather than you having to phone Customer Services?  If so post back here.

[Mrsraeroberts80]

Yes please 

[Fothergill1]

@Mrsraeroberts80 as requested I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

Note replies from Sky are not instant so you will need to regularly check the chat thread.  Also be aware the team work from 8am to 7pm Mon-Sun in the UK and 9am to 4:30pm Mon-Fri in Ireland.

[Mrsraeroberts80]

Thank you 😊 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Mrsraeroberts80  an invite to chat.

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

[Mrsraeroberts80]

Had a chat with the team went through some things to try and sort it, had a new one delivered Saturday and now this one just keeps crashing.