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.

[gromit2468]

Just done this and it seems to be working ok now. Fingers crossed! 

[Mr_Mac]

I got a new sky box (as they thought an issue with the box before i discovered this forum)

Set it up as above, but this time it is saying failed download and not working !

may have to tether via my phone and use the VPN until a fix becomes available 

[Mr_Mac]

So, I tethered my phone to the Sky Q box - I am on Three for my phone as well as my 5G broadband . Got a failure on trying to download on sky cinema - 'Failed - Not subscribed' ! 

So then I activated the Nord VPN on my phone -

All then worked perfectly, was able to download and watch sky cinema and on demand stuff 

[Nathen2022]

I'm having the same problems but with sky stream puck, I've spoken to sky and know of the issues but no fix..my suspicion is the 5g hub works on a cellular signal as opposed yo normal broadband? This could be why some programs work and others don't.  Also it takes ages to reconnect after the puck has been turned off?

[pmf1]

So I just joined three Home Broadband 4G+ with the sercomm LTE2122GR router to use with the new Sky Stream service. I am experiencing the same problems as described on Sky Stream, programmes will not load and the wi-fi keeps disconnecting - it is unusable. Does anyone know how to change the DNS to 1.1.1.1 on the sercomm router? I have been in the router settings menu and cannot find this as an option. Thanks

[p1d9m73]

So I tried again to change the dns to 1.1.1.1 on my orbi mesh router and its worked this time, don't know what I did differently 🤷‍♂️🤣

[p1d9m73]

So I've found something a bit strange, I tried watching a film last night, Ambulance on sky cinema, when I selected it, it said it was actually playing live now on the cinema channel,  I wanted to watch from the start so I selected the on demand version, didn't work, the usual waiting to load, went back and selected live version and it played, gave me the option to watch from the start so I selected it and it worked no problems. Surely to watch from the start is the same as watching the on demand version 🤔🤷‍♂️

And changing the dns to 1.1.1.1 or 8.8.8.8 didn't work for me🙁

[Jamesw]

I have this issue sky Q with the ZTE 4G Router, I can access apps like Netflix, YouTube etc no problem but it will not download content from sky on demand. I have connected the sky q to my iPhone and it works which is also on three.  

[Mr_Mac]

I'm getting exactly the same, noticed it a bit odd last week, full blown not playing the game this week. 

Reset. rebooted , hard rebooted - all to no avail 

Sky are sending me a replacement box and the customer service guy has been really helpful BUT after reading this thread, to me it looks like a three issue - please get this sorted. I have recommended 3 others to go Three home broadband , they're not gonna be happy and i want to watch my on demand stuff 

[PeteG]

Hi, Mr_Mac.

Welcome to the Three Community. 

I'm sorry you're experiencing the issue. This is currently something that's being looked into. 

I'll send you over a PM with some details so that you can contact the team and help us further the investigation.

Pete.