sky stream down saying there are issues with the service

[LES21]

So at 7:40pm it's just come up with service issues. So did what any normal person would do and restart the puck. that then started up and then said internet connection issues. So did what any normal person would do and went onto my laptop to check out a few websites and all the websites i went to was working.

I then thought might as well restart the router and the entire network, i have a failover solution in place with 5G backup router, waited for the swicthes and gateways to restart, tested again on my laptop, all was working fine, did a speed test and that was 375/86 so nothing wrong with fibre in the house and when i tested the 5G router i was getting 99/35 so was very confident that both primary and secondary gateways were working correctly.

Went back to the puck and it kept connecting to the wifi and then 5 seconds later disconnecting then 10 secs connected again and on and on. So looks like the issue is with the puck itself as all the devices connected to wifi are working perfectly. Checked all the wifi cameras on the same access point and they're all working.

Not sure what to say, got the in laws over and it's a bit annoying as they were watching something and now nothing on the puck is working. Thinking of a factory reset but setting it all backup is daunting as there's a lot of apps i need to sign back in to. Can you tell me if this puck is faulty and what to do to get up and running again

[Jporch316]

Are you able to try an ethernet cable

directly from your router (missing out any switches etc you may have in place )

[Chodley]

Having two wifi networks doesn't cause you an issue, they're not overlapping channels or anything?

[LES21]

It seems to be an issue at Sky. The next morning it was working normally with no configuration changes. 

[LES21]

There's actually 3 wifi networks separated by VLANs each on different channels. I work at a bank so need the extra security on who has access to what, wifi for guest, wifi for family and wifi for me separated. Only my wifi has access to the bank network, family is protected externally and guest open but can't see or route traffic via any of the other networks. Haven't had any issues with the setup for over a decade now.

The sky puck seems to have a spasm once in a while but that was the most major disruption we had since getting it in november. Think sky would quickly blame the internet connection but in my household we're setup to be always online so think they need to update their status when they are dropping connections which is what i think occurred in this situation.

[MarkGoldsmith]

@LES21 if it was a sky isshe it would likely be affecting more customers. With sky glass and stream 99% of issues are due to peoples individual internet and network setup and configuration.

the issue is that the sky streaming service can't cope with dropped packets really and that's usually the cause of issue when people are using WiFi as the signal needs to be strong and stable for it to function correctly.

[LES21]

I find it hard to believe that a sky puck which is literally 50cm away from the AP would have issues. The network is setup like large business with failovers and very sophisticated and expensive equipment. I'm sure if it was my network nothing would have worked. Remember I verified the speed and testing of websites on the AP and the other 2 APs.

There was no network issues.

[MarkGoldsmith]

It may be the fact that it's only 50cm away that is causing the issue. Sky do classy to make sure the puck isn't too close to any routers or network devices as that can cause interference when using the WIFI.

Most customers (myself included) have found switching to Ethernet as the way to avoid these network issues. I had similar issues and my router is about 5m away from the puck but switching to Ethernet and disabling the WIFi and I've had no issues at all. The WiFi components seem to be quite cheap that Sky use which I'm sure is the reason why a lot of customers have issues when used over WIFI.

[LES21]

ok will give that a try and see how that goes

[LES21]

@MarkGoldsmith well changed everything to ethernet and even bought a gigabit managed switch for that room and the same thing is happening. connects for 10 sec and then disconnects for 5 sec and so on and so on. So has to be a faulty puck. Changing to ethernet solved nothing

[LES21]

Spoke to sky and they've sent a replacement. On their side it's connecting via wifi and on my side the wifi setting has been off for 4 days now. They said it's very odd but definitely a faulty puck as this doesn't normally happen.