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.

[Sparkymatt]

@JonathanB Could I please be added to this list of people with issues. I have Sky Q with a Thee 5G router. I was getting many failed downloads on catch up and movie/boxset downloads until I manually changed DNS settings to 8,8,8,8. This has mostly fixed the download issue, but for the last couple weeks I've been getting constant flickering between a tick and an X on connected to internet.

Thanks

[Sargentdel]

@JonathanB Please could you add me to list. Setting the DNS to 9.9.9.9 Quad9 seems to have surpressed the issue for now. SkyQ over Three 5G Broadband and a Deco mesh. 

[Skip_2022]

Me too. I have a Three MC801A and Sky Q. I was getting the router tick internet cross issues. Sky engineer came out but couldn't fix it. He set the Sky Q box DNS settings to 1111 and 8888 but no joy. He left saying he would escalate the issue. I rang Sky 5 days later as I hadn't heard anything. The helpline man said try Sky DNS setting 9999. It seems to have worked for me.

[soulsbn]

@JonathanB.
Hi - is it possible please to add the words Sky Q to the thread title to make it easier for others with the same issue to google this thread, as it appears to be a sky/Three issue, other than Glass specific?

[soulsbn]

ETA> the sky box currently gives a permanent tick against both "connection to broadband router" and "connection to the internet" (instead of the latter flicking between X and tick). But still won't download now 

[soulsbn]

Hi - please could you add me to the group of people with issues 

Sky Q / Huawei H122-373 / Asus mesh network 

I have had the (apparentlycommon) internet connecting / disconnecting issue over the last 3 weeks. The Sky box eventually committed suicide. 

2 Sky engineers came today. Immediately replaced the sky Q with a brand new box, but problem persisted. 

I can tether to my (three) iPhone. But they tried everything to get a proper solution: ethernet to Asus mesh, wifi to Asus mesh, cable to 5G router, wifi to Three router (I had turned off the wifi on that before so as to only have one network, via the mesh) 

Eventually they said it was a Three problem and to look at forums. As a last spin of the wheel I suggested the 1.1.1.1 DNS fix. They scoffed at that idea, but agreed to do it as they were out of ideas. Were surprised when it seemed to work and I managed to download a few films, but has now stopped again after a couple of hours. 

Weirdly it is just downloads that fail: I can still access prime, paramount and Netflix through the sky box

[webbz104]

I am also having this issue. Using the ZTE router with 5g broadband, it worked fine for the first 6 months then within the last month I am now unable to download anything on Sky Q. The apps all work fine but the internet connection is unstable (keeps going from a tick to a cross on Sky Q). 

[webbz104]

Setting the DNS to 9.9.9.9 seems to have worked for me 

[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. 

[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