streaming puck is disconnected

[tonycoughlan311]

 My 2nd streaming puck has disconnected and the TV cannot see the Sky screen, Just oddly happenedlast night. I think the wifi signal is poor to the tv but good to the streaming puck. I an watch Television channels via internet on the same samsung frame tv, but i cannot access sky via hdmi. Can anyone help? tried turning puck on and off and removing and reconnecting the hdmi cable- no luck

[Tom-W19]

Hi @tonycoughlan311 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[tonycoughlan311]

Hi - with a bit of support over the phone from sky this has been resolved. Thanks

[MarkGoldsmith]

@tonycoughlan311 do you know what the resolution was, as it may help others in the future if they have the same problem?

[tonycoughlan311 · Accepted solution]

To resolve this, and disconnected and turned off the streaming puck and then swapped my pucks. I checked all cabling and  it appeared the Samsung one connect cable was ever so slightly loose and I reconnected it with the help of electrical tape. Then I rebooted the pucks and the Samsung frame tv and it all worked. The lady on the phone was really good at troubleshooting and helped me every step of the way .