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

[p1d9m73]

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.

[JonathanB]

Hi @Dazzar,

Thanks for this insight, knowing the issue is partly DNS related ought to narrow things down for the investigating team.

Thanks,
JonathanB

[Dazzar]

Hi I have a mesh system, it is not via bridge , but I changed the mesh system to connect via a dns of 1.1.1.1 and Ethernet to the ZTE801a and it works , I have not tried via bridge mode as I do not want to stop it running

[BMK22]

This issue doesn't seem to be limited to Sky Glass. I'm also unable to access any of the on demand services on SkyQ while using Three 4g home Broadband. i can only assume the issue is related!

[Dazzar]

The issue is with SKY as a whole for some reason sky and 3 have stopped talking to each other . It’s either a filter 3 has applied or an update sky have applied, so far leaning towards 3 since they forced an adult filter on people and other updates 

[JonathanB]

Hi everyone,

I'm sorry to hear that you've been experiencing these issues with using Sky Glass with your Three Broadband services the last few weeks. I've found these 2 similar threads on the community so they've been merged. This way we can keep any updates on this issue clear.

I'm making enquiries along with Pete as to what's causing these issues, thanks so much for the info you've supplied so far, I'm sure this will help narrow down what's causing this.

I'll let you know as soon as I can share anything more. Thanks for your patience.

JonathanB

[Dazzar]

Hi, can you also if three will release you from their contract over this so I can go elsewhere and actually get a service , ie all the others that work as in everyone else ………

[p1d9m73]

That's a good question,  if not will we get a partial refund of our monthly payments while this problem continues?🤔

[Dazzar]

Try a dns of 1.1.1.1 mine is via a mesh but is now working 

[p1d9m73]

@Dazzar how do you change it?  I'm using the netgear orbi mesh system, do I change it on the three router( ZTE MC801A) Or my orbi router?

[Dazzar]

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 ?