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.

[Mr_Mac]

Hi Pete

cant find the message link to view your PM - I'm a newbie , can you advise where it is please lol 

[JonathanB]

Hi everyone,

I know you're all really keen to get an update, and this is clearly causing a lot of disruption. We're not yet clear on if this is an issue on Sky's end, ours, or even some combination of both. Regardless, we want to do everything we can to solve this.

I'll send each of you a private message to put you in touch with colleagues that can correlate this issue reported on community with your actual Three accounts. From there, they'll be passing info onto specialists that can investigate behind the scenes.

I'm sure if we all work together, we'll get this figured out and fixed soon.

Thanks for your patience,
JonathanB

[p1d9m73]

@JonathanB maybe a solution would be for three to roll out updates that change the dns of their routers to 1.1.1.1 or enable people to change it themselves, its seems the dns is the issue. Just a thought 🤔

[stevekn]

ive also just started getting the  problem, sky Q connected by ethernet to a Three 5Gmodem, connection to router fine, but no internet connection, then a few seconds later internet, the again none, cycles continuously , resulting in failed downloads. ( and intermittent no apps nor home) 

good download speeds , Netflix on smart tv, on same ethernet, is fine.

[PeteG]

Hi, Stevekn. 

Welcome to the Three Community. 

It doesn't sound like you're having much luck with it either. The issue is something that's currently looked into, I'm hoping there will be a solution soon. 

To help the team investigate, I'll send you over a PM with some details of what to do next. 

Pete. 

[Mr_Mac]

Exactly what I am experiencing, esp with the cycling of the connected to internet status 

[gromit2468]

Hi there, I’m another Sky Q user with this problem, keen to get it sorted!

[steverton44]

I’m Sky Q too. 4 months of no problems, then tried everything with Sky and 3, for 5 days now, and connection problems not sorted yet. In the sky settings menu, the connection drops off after 5 seconds then reconnects. This is continuous, so I’ve told 3 that if it isn’t sorted out by 21/11 that I will cancel, s the service is not fit for purpose. 

[JonathanB]

Hey @gromit2468,

Thanks for letting me know, I'll send you over a private message so that we can get your info added to the investigation. The more examples we can share, the easier it'll be to figure out what's causing this.

JonathanB

[Dazzar]

May have spoke too soon, I get a few sticking at adverts , the adverts just play in a loop , restarted program and it’s running again ….