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.

[JonathanB]

Hi @M0rpheus,

Thanks for this insight. We're still trying to determine the root cause, but it doesn't seem to be the Sky Q/Glass hardware but instead an issue with connecting between Three's network and Sky's online streaming services, and with downloading content from them.

We're still investigating, but I've sent you a private message with a link to the team that are looking into it. Especially as you're describing an issue with a different Sky service, it'd be great if you could have a chat with them. The best way for us to pin point the problem is if we've got examples from several customers to compare.

Thanks,
JonathanB

[stevekn]

im having a lot if problems downloading on demand (“manifest”) to my ethernet connected skyQ box from my three huwaei 5G broadband modem. getting record failure due to “ remote network problem”

recordings seem to fail at the point where the “new adverts” are added into the old programme.

( ironically when i do occasionally get a full download, i scroll through the sponsor's trails and adverts !)  

[WxM_Gough]

Hi @JonathanB I'm also experiencing the same issues as others when trying to get my Three broadband to work with my SkyQ box - please could you add me to the list? Thanks

[petevick]

Same here - been happening for a couple of weeks at least - SKY Q disconnecting and reconnecting every 5 seconds or so. Very frustrating - and no signs of a fix from what I can see. Please add me to the list @JonathanB.

[Grum]

Have exactly the same issue, spent some time with Sky and got to someone who said immediately its a known issue, sky are working on a fix but no idea how long it will take

[Dazzar]

Still no update to this , it should not take this long. How do we get out of the contract ?

[JonathanB]

Hi everyone,

Thanks for replying on this post to let us know you're experiencing these same issues connecting to Sky Glass or Q. We're still looking into what the root cause is, but I'll let you all know as soon as there's either a solution or more info we can share.

In the meantime, we've been sending a private message to everyone that posts on here, so that we can direct you to a team that is gathering examples and passing info to the relevant teams. If I've missed anyone, please reply on here and tag me @JonathanB.

To access your messages on the community, click on your avatar in the top right of any page, then "Messages".

Thanks,
JonathanB

[Cossa82]

I too am experiencing the same problem please can you add me to the list 

[p1d9m73]

@JonathanB its all very well sending dms to the people having this issue but we don't seem to be getting any closer to a permanent solution. I'm sure it's been over a month now that I personally have been having this issue and if it wasn't for the fact I have a mesh system running I wouldn't have been able to change the dns so I would have still been unable to watch a lot of things. So my question now isn't when is this likely to be fixed but instead when are we all likely to see any sort of compensation for our inconvenience? 

[soulsbn]

• Update.
  Just called support (call 500 then options  5/ 2/3. You will need to enter the SIM number of your router, your birthdate and the numbers from your postcode )
• was immediately escalated to second line.
• They have added my details to a list. It is apparent it is a known issue and they will revert to all on the list when a fix is established.
• I said it have been happening for a couple of weeks and was asked if the magic date was 16 November. SO I guess something changed in firmware, or whatever on that date
• Suggest anyone else with issues does the same - although at same time it seems @JonathanB  is also helpfully collating a list of people with issues