topic Re: Sky glass and three 5g home broadband in Broadband

Sky glass and Sky Q issues - three 5g home broadband

p1d9m73 — Fri, 25 Nov 2022 14:55:39 GMT

Hi, I was just wondering if anyone else was running a sky glass tv off their three 5g home broadband? I'm having a lot of problems viewing on demand programs but it's very random. I can stream something on more 4 but not on my5 and certain movies on the sky cinema channel won't load either. I've been told by sky that it's a security thing, I didn't quite understand it but basically when I try watch something on demand the glass tv sends a request to the ip provider and sky are saying the tv must be getting the wrong answer so the program won't load🤷‍♂️ just wondered if anyone else is experiencing the same? It's only the last 2 months it's started happening, the 1st time it happened it lasted about a week and it's been about a week this time too. All live programs work fine.

Re: Sky glass and three 5g home broadband

PeteG — Sat, 29 Oct 2022 18:31:49 GMT

Hi, p1d9m73.

Welcome to the Three Community.

Gosh, that sounds annoying! I'm not sure why the TV would do that, and the explanation they have given isn't too clear on what might be causing it.

Are you able to ask The Sky Glass team if there's any specific requirements that are needed in order to get those channels and services working? If we can get that info, we might be able to figure what's going on.

Pete.

Re: Sky glass and three 5g home broadband

p1d9m73 — Sun, 30 Oct 2022 08:56:08 GMT

They said its a security thing to stop people sharing the broadcasts, the only thing sky have said is when I try watch something on demand the glass tv sends some sort of request to the sky servers and if they don't get the right answer or they get too many answers the program won't start. What he said made sense but was hard to explain.

The 1st time it happened I checked three problems in my area and it did say they were doing repairs in my area but this time it's saying no problems have been reported

Re: Sky glass and three 5g home broadband

PeteG — Mon, 31 Oct 2022 12:44:06 GMT

Thanks for the details.

Do you use a VPN through the TV at all?

Which model of 5G Hub do you have?

Pete.

Re: Sky glass and three 5g home broadband

p1d9m73 — Mon, 31 Oct 2022 13:41:33 GMT

No I don't use a vpn, I have spoken to someone from three and they asked me to try the sim in my phone and use the phone as a hotspot, connect the sky glass and see if that works but it still didn't work, but if I use my sky data and my phone as a hotspot the channels work so it must be something to do with sky and three, i also have three 4g home broadband and that doesn't work either if I connect the sky glass to that.

I have the zte mc801a hub.

Re: Sky glass and three 5g home broadband

JonathanB — Mon, 31 Oct 2022 17:05:15 GMT

Hey @p1d9m73,

This sounds super frustrating, we'll do our best to help. It sounds like the issue is known to Sky, can you perhaps get them to email you, or explain it on a webchat, so that we can see a screenshot, or so you can copy paste their explanation on here?

I'll see what I can find out on my end in the meantime, but if we can get a more detailed explanation from Sky this will help me figure out the best way to investigate this.

Thanks.
JonathanB

Re: Sky glass and three 5g home broadband

p1d9m73 — Mon, 31 Oct 2022 19:45:00 GMT

Thank you, I will try get in touch with them tomorrow and let you know what they say.

Re: Sky glass and three 5g home broadband

Sibs21 — Mon, 31 Oct 2022 20:07:08 GMT

Having the same issue.

If I switch to hotspot using my phone (on Vodafone) it works perfectly. As soon as I switch back to the 3 5G network, it starts to fail. Slow to switch channels, unable to stream on demand content. Very annoying and seemingly an issue with 3, according to Sky. Seems to be true considering there’s no issue with other networks.

Thankfully only signed up for the 30 day contract 🙂

Re: Sky glass and three 5g home broadband

Dazzar — Tue, 01 Nov 2022 08:00:35 GMT

Hi I have the same problem , it’s a playlist issue , for example I watch FBI all previous series will run but the latest one will not, it is a problem with three as I switched to BT that I have as back up but incredibly slow and it works fine, it’s something to do with how 3 allocate their ip addresses

Re: Sky glass and three 5g home broadband

p1d9m73 — Tue, 01 Nov 2022 15:43:19 GMT

It's good to know I'm not the only one having the issue but bad that it's happening. Been on the phone to sky and they said the same about ip address, it seems more than 1 ip address is pinging back to sky that's why content doesn't load. Please can you sort this out three, I'm tied into a 24 month contract and right now I'm very frustrated with the service.

Re: Sky glass and three 5g home broadband

Dedisense — Tue, 01 Nov 2022 18:41:34 GMT

I am having the same problem.

Re: Sky glass and three 5g home broadband

Dazzar — Wed, 02 Nov 2022 22:11:34 GMT

Any update as sky are adamant it is 3 causing this probably a filter they have applied in the last two weeks

Sky glass no longer works with 3

Dazzar — Wed, 02 Nov 2022 22:16:41 GMT

Up to 2 weeks ago I was using sky glass tv with their Pucks , something has changed as I cannot use my playlist anymore, sky blame 3 as they have applied a filter , anyone know what they are talking about and how do we get three to deal with it ?

Re: Sky glass and three 5g home broadband

Dazzar — Thu, 03 Nov 2022 05:46:23 GMT

Right spent ages on the phone yesterday with sky, they are blaming three, they claim that they have not changed anything , even though I was not having any problems prior to them putting this puck live stream thing online and doing the update for it. They blamed the internal workings of the router, I have though tried a huawei Cpe pro2 and the LTE 801a , I had nothing else connected to the lte , restarted the puck to factory settings, turned the wifi off on its settings, so nothing else but the single puck was connected to it, and it still did not work, but sky insist it is 3 causing it. I have though connected to my old 2mbps BT wifi 2 hub through its copper wires and I do not have the issue, this would back up Skys comments though, please if there is a mod on here can they get sky and 3 engineers talking to each other

Re: Sky glass no longer works with 3

p1d9m73 — Thu, 03 Nov 2022 06:56:33 GMT

Lot of people have the same issue. I opened the same topic last week. It first happened about 2 month ago but then cleared up but it's come back again last 2 weeks. Sky say its because they are getting multiple ip addresses pinging back to them when you try watch something on demand. So far three haven't said its their fault or come up with an answer. It must be fixable though cos I've had glass for 12 month and three 5g for about 4-5 month and it hasn't always been a problem

Re: Sky glass and three 5g home broadband

p1d9m73 — Thu, 03 Nov 2022 07:03:19 GMT

I've spoken to three and they said they don't have the ability to block anything, which I find strange, he 1st blamed it on my adult filter being turned on so he turned it off, still didn't work. Asked me the usual, restart router, restart tv, still the same. Its obviously a three issue as if you use any other ip provider it works fine. I think trying to get sky and three to speak to each other is gonna be very hard though, they just want to blame each other

Re: Sky glass and three 5g home broadband

Dazzar — Thu, 03 Nov 2022 08:05:08 GMT

This morning I used my Vodafone iPhone and the personal hotspot, connected the playlist and it worked fine, kept the program running and reconnected three and it worked fine, then I stopped the program and restarted through 3 and it refused to run, thus making it a 3 issue

Re: Sky glass and three 5g home broadband

p1d9m73 — Thu, 03 Nov 2022 08:57:35 GMT

That's different to mine, if I use my sky data on my phone and hot spot the tv to it, it works fine but soon as I switch back to three it stops within seconds. Its really frustrating but I'm glad I'm not on my own with the problem, the more people getting and reporting the issue the more chance they will sort it, hopefully.

Re: Sky glass and three 5g home broadband

p1d9m73 — Thu, 03 Nov 2022 10:41:17 GMT

Hi. Any new news on our problem? Lots of people seem to be having the same issue now and it's only the three network that the problem happens on. Maybe someone from three could get together with someone from sky and work out what the problem is?

Re: Sky glass no longer works with 3

sc1999 — Thu, 03 Nov 2022 19:02:24 GMT

If the ip address is an issue can 3 provide you with a fixed ip?