topic Re: Sky Stream requires daily 'off and on again' of EE Router in Broadband & Landline

Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Tue, 24 Feb 2026 22:15:52 GMT

We just moved over to EE Broadband after many trouble free years with Plusnet - because we wanted to keep a landline, which Plusnet apparently will not support in future.

Trouble is, now we're with the EE router, our Sky Stream box loses the Internet connection on a daily basis. It's only the Sky Stream - every other device (mobiles, iPads, home computer, laptop, Eufy security) are fine. We're having to reboot the router every single day, and it's incredibly annoying now. I've tried turning off the 5GHz frequency band, also tried using an ethernet connection to our Sky Stream box, both to no avail. Apparently it's the connection of the router to broadband service that's the problem.

Searching online this appears to come up as a question time and time again, it's clearly a known problem. Are EE doing anything about this? Or are there any recommendations that might work to resolve this? I can't swap to a 'non-EE' router as the landline requires the EE router to be the primary broadband connection.

Many Thanks

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Tue, 24 Feb 2026 22:29:55 GMT

@Runikfam What EE Hub are you using?

Re: Sky Stream requires daily 'off and on again' of EE Router

garybs29 — Wed, 25 Feb 2026 00:44:14 GMT

If it's a known problem have you asked Sky too? If every other device is fine sounfs more like sky is the issue here tbh

Re: Sky Stream requires daily 'off and on again' of EE Router

Matt_124 — Wed, 25 Feb 2026 07:37:23 GMT

Have you tried enabling "Compatible WiFi" and connecting the Sky Stream to this?

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Wed, 25 Feb 2026 09:35:39 GMT

@Runikfam The sky Puck spec's below when you need them!

The specifications of the Sky Puck are:

Sky Puck box
Size 10.8 x 10.8 x 1.8
Resolution 3840 x 2160 at 50 frames per second
Sound Dolby Atmos
WiFi 802.11ax (WiFi 6)
Ethernet LAN 100Mb
HDMI 2.1

Re: Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Wed, 25 Feb 2026 19:17:18 GMT

@JimM11 thanks for responding - just had a look underneath. It's a Smart Hub SH31B Model: F5394-CP according to the details on the router.

Re: Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Wed, 25 Feb 2026 19:20:45 GMT

@garybs29 thanks for your response. I totally get what you're saying - yes it does sound like a Sky Stream problem. Having said that the Sky Stream worked without a hitch for ages via our PlusNet router, and it seemed EE was a common theme when I searched online. I'll have another look online for any known Sky Stream problems with broadband connectivity.

Re: Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Wed, 25 Feb 2026 19:23:53 GMT

@Matt_124 I hadn't heard of that. Just did a quick search on my phone and it gives instructions how to set up compatible WiFi on EE - so I will certainly try that. Many thanks for the suggestion!

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Wed, 25 Feb 2026 19:24:10 GMT

@Runikfam Then you might want to try the Tp-Link switch on that failed Ethernet port! If you want just search for the link below also.

Tp-Link TL-SG105S.

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Wed, 25 Feb 2026 19:29:49 GMT

@Runikfam The wireless wifi may be ok no guarantees with that, the ethernet port does not work without the 30 second delay problem! All your choice! This link if you wish to also get the usb cable to power the switch.

Solved: EE Smart Hub Pro – Ethernet Ports Dropping Connection Overnight - The EE Community

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Wed, 25 Feb 2026 19:36:26 GMT

@Runikfam Be sure to see that the compatible wifi is sitting on WPA2-PSK, waste as your device is a AX mode wifi connection but the stupid hub will be the issue!

Re: Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Wed, 25 Feb 2026 20:18:46 GMT

Just turned on Compatible WiFi, on WPA2-Personal. The Sky Stream puck is connected for now (although I rebooted the router, which normally worked for a while anyway...).

Re: Sky Stream requires daily 'off and on again' of EE Router

bethankit16 — Thu, 05 Mar 2026 21:41:49 GMT

I am seeing this exact same problem after some recent BB changes from EE and I am very interested in progress on this topic.

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Thu, 05 Mar 2026 22:32:37 GMT

@bethankit16 Ethernet connect the device.

Re: Sky Stream requires daily 'off and on again' of EE Router

Runikfam — Sun, 08 Mar 2026 15:00:38 GMT

Unfortunately it's not fixed. I've tried an ethernet connection, I've tried turning off the 5Ghz frequency, and now tried using 'compatible WiFi' but we still get almost daily 'It looks like you're not connected to the internet' messages. The messages are saying that the Sky Stream box is connected to the router, but it's the router that is not connected to the internet. No idea what to try now, other than continuing to reset the router daily.

Strangely, we can usually still get our Sky streaming channels to work (even with the no internet message) by pressing the 'Home' button on the remote control multiple times - but can't get the Apps to work (YouTube, ITVX and so on).

Re: Sky Stream requires daily 'off and on again' of EE Router

bethankit16 — Sun, 08 Mar 2026 16:57:26 GMT

@Runikfam describes the exact same symptoms I am seeing including the functioning streaming channels via the Home button but no apps. Ethernet connection is no better.

Re: Sky Stream requires daily 'off and on again' of EE Router

Campbell20 — Sat, 04 Apr 2026 08:39:06 GMT

Hi, did you find a solution for this problem? I am having the exact same problems.

Re: Sky Stream requires daily 'off and on again' of EE Router

Andrewinganni — Mon, 06 Apr 2026 12:49:16 GMT

having exactly the same issues, Sky replaced a Puck but still got the same problem. Connected to my phone hotspot and the problem went away, this is clearly a router issues but not sure how to resolved.

Re: Sky Stream requires daily 'off and on again' of EE Router

JimM11 — Mon, 06 Apr 2026 12:55:25 GMT

@Andrewinganni If you need below.

The specifications of the Sky Puck are:

Sky Puck box
Size 10.8 x 10.8 x 1.8
Resolution 3840 x 2160 at 50 frames per second
Sound Dolby Atmos
WiFi 802.11ax (WiFi 6)
Ethernet LAN 100Mb
HDMI 2.1

Re: Sky Stream requires daily 'off and on again' of EE Router

Andrewinganni — Mon, 06 Apr 2026 13:30:08 GMT

thanks @JimM11 spoken with EE, they have altered the wifi broadcast channels 2GHz - channel 11 and 5 GHz - channel 44. whilst skeptical that this will work a reboot has revolved the issue (but it always did anyway). Looks like it's going to be a protracted technical support case, but thats fine as that's my day job anyway! Will update once we get the bottom of this.