'Trouble with your broadband'

[ElmoRed]

Hi everyone,

I've been a Stream customer for a couple of years now with no change in set-up or broadband provider (Vodafone FTTP with an Ultra Hub 6E) but over the last couple of weeks I have encountered problems with Stream connecting to my router and recognising it has an Internet connection.

My pucks are on software version 35.  My router firmware hasn't changed since the end of last year.

It started over wifi only, and it said that it could connect to my router, but that my router didn't have Internet connectivity - it did, and weirdly it would every so often recognise that it did, allow me to launch a channel from the guide, but then when I tried to go back to the menu via the home button, the same 'No wifi connection' error message appeared, even though it was playing a channel in the background.

A restart of the pucks and a factory reset (via the menu) didn't resolve the issue.

So, I put them on Ethernet.  This initially resolved the problem of  the pucks recognising the Internet connection and everything was working fine.  But since yesterday evening, the pucks are now experiencing the same problem on both wifi and Ethernet - it can connect to the router, but Stream can't see the Internet connection, again still able to very occasionally work, and play a channel, but complain there's no Internet connection even though it's streaming a channel.

Has anyone else experienced this, and can anyone suggest a solution?

Thanks in advance.

[Mark39]

@ElmoRed have you checked that wifi is still turned off in your Puck settings? It appears to be able to switch itself on again randomly.

[ElmoRed]

Hi Mark,

Yes, tried multiple permutations of that.  Just wifi, no Ethernet, double-checking it's switched on.  Wifi and Ethernet with it switched on.  Ethernet only with it switched off.  Nothing kicks it into play.  It has a tick next to connected to router, but no tick next to the Internet connection.  I tried connecting it to my guest network, still no dice.  Even tethering to my mobile.

I'm not convinced it's a hardware issue as it's impacting multiple pucks.

I've also checked with Sky and my account is fine, no issues either on the account and subscription, or in the service status.  It just happened.

Thanks,

Josh