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.

[Barcles30]

I have been having the same issues with my 5G Hub (ZTE) and connecting with my Sky Q box. I have tried the DNS change (applied to the Sky Q) but still cant download programmes, films etc. Very frustrating given that I am otherwise very happy indeed with the Hub. Help would be appreciated.    

[mikec87]

Hi I am having the same issues where my Sky Q box is not able to connect to the internet of my Three 5g hub. I require a fix for this ASAP along with the hundreds of other people or will be leaving three. 

[kevgals]

Same issue for me. Sky Q internet connection dropping in and out every few seconds. Set dns to 1.1.1.1 on my mesh network and now seems okay. I would suggest that this is only a temporary workaround and not a fix. Three needs to undo whatever they have done that created this issue. I've had 5g home broadband (ZTE MC801A) since April and until the last few weeks it's been faultless. Spent hours on this, thanks to you guys for the Cloudflare dns suggestion.

[kevgals]

Maybe I spoke too soon. Internet connection to my Sky Q box seems stable but not been able to download any on demand content today. Download starts but then fails with a "Remote Network Error". Anyone have any more ideas on how to solve this.Three how are you progressing with this issue? Can you inform us all as to when this maybe resolved. We're all currently paying for a service which is currently unfit for purpose.

[JonathanB]

Hi everyone,

Sorry for the delays on an update for this issue. We're still trying to determine what is causing this. From what I understand DNS changes are leading to inconsistent results, so it does seem to be a more complex issue.

Our tech specialists are running traces with those of you that have been in touch to see if they can pinpoint where exactly the connection to Sky is going wrong.

The best thing we can do is make sure that examples are shared with our support teams so that we can match your community accounts with your Three accounts. I'll send a private message to all the new users that have posted here recently with a link to who you need to contact.

The more user data that we can compare, the better we'll be positioned to solve this.

Thanks,
JonathanB

[kevgals]

Hi Jonathan

I don't know wether it's relevant but my router (ZTE MC801A) had its firmware updated on 12th October. Its firmware version is now BD_UKH3GMC801AV1.0.0B12. I have read of people having issues (not this one) with this update. I am wondering if this could be why there are inconsistent results with the DNS change (different routers, firmware versions etc). Prior to changing DNS My Sky Q box couldn't maintain an internet connection, it can now but all downloads fail. Just a thought.

[Tuckers]

Jonathan, I would like to know when a resolution is in place, does it make a difference to an area of the country our is it everywhere that it is the same.

[JonathanB]

Hi @Tuckers,

There doesn't seem to be any evidence that the issue is related to location. 

I'll send you a private message to direct you to colleagues that are looking into this. As I mentioned before, the more customers we can gather info from the better we can pinpoint what's causing this.

JonathanB

[Powermax]

Can you add me to the list

Skyq  intermittent  internet with 4g hub

[Nathen2022]

I've been following the issues with sky not connecting to the 5g hub, it's all been going on gor weeks someone needs to set up znd take responsibility.