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.

[kevgals]

This is currently working fine for me. Does anyone still have this problem? @JonathanB has this been resolved or has it just gone away.

[p1d9m73]

Everything seems to be working fine here too. Probably until the next router update then will probably go again🤣

[kevgals]

@JonathanB Are there any updates on this issue. It's all gone quiet your end. Surely we all deserve updates and progress reports.

[JonathanB]

Hi everyone,

I'm sorry that it's been some time since the last update. Our technical specialists have been looking into this but they have not identified any issue on the Three network that would explain the situation.

We don't want to 100% rule out the possibility without making sure we've checked every angle though. We'd like to run some live testing with some of you.to see if gathering info in real time as you attempt to stream and download helps figure this out.

If any of you would be happy to take part in this testing, please use the chat link in my original private message to you, and the team will make sure that your Three accounts have up to date contact info, and we'll also collect and pass on the best times for the technical team to contact you for carrying out the tests.

Thanks,
JonathanB

[p1d9m73]

I'm not understanding why they haven't managed to find a solution yet. It must be an issue with the dns that three use because for those that have been able to change it to 1.1.1.1 everything works fine.

Why can't you just simply update the routers with the dns of 1.1.1.1?

[Cossa82]

Happy to test

[soulsbn]

It seems to have been resolved.
Yesterday saw reports of same on the Sky forums. 

I had to unplug and reboot the Sky Q (which also reset the DNS to 168.x.x.x. from the 1.1.1.1 or 8.8.8.8 I had previously set in an attempt to fix

Currently the box is using wifi to the three 5g router, following various fix attempts from the Sky engineers. When I have time I will experiment to see if it still works on my old set up which is: ethernet to the Asus mesh (which in turn is hardwired to the Three router, which has wifi disabled.

Would be great to know roughly what was the problem and the eventual resolution, so that I can watch for it in future. 

Once it has been stable for a couple of days I will report back 

[p1d9m73]

Mine seems to have started working again too. I have a puk connected to a different 4g router than my glass tv is connected to, I haven't been able to change the dns on the 4g router so it hasn't been working but tried it today and all is working fine. I was just wondering what the benefits of changing the dns back on my mesh router? Maybe I should keep it on 1.1.1.1 incase it happens again?🤔

[WxM_Gough]

Mine started working and has now stopped working again ☹️

[M0rpheus]

Just to add to this - it's not only Sky Q/Glass - the issue also applies to purchases/rentals made via the SkyStore - I have a number of movies I've purchased that way over the years, despite no longer having TV with Sky. Until recently I could cast these to my TV from my phone without issue - and now I just get an error message. I can stream the movies without issue on a different 4G connection, and reading this thread it seems that this is the same issue. This is on 4G Home broadband - @JonathanB can you add me to the list of affected customers so I get notification of any updates?