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.

[Dazzar]

Hi, can you also if three will release you from their contract over this so I can go elsewhere and actually get a service , ie all the others that work as in everyone else ………

[p1d9m73]

That's a good question,  if not will we get a partial refund of our monthly payments while this problem continues?🤔

[Dazzar]

Try a dns of 1.1.1.1 mine is via a mesh but is now working 

[p1d9m73]

@Dazzar how do you change it?  I'm using the netgear orbi mesh system, do I change it on the three router( ZTE MC801A) Or my orbi router?

[BMK22]

This issue doesn't seem to be limited to Sky Glass. I'm also unable to access any of the on demand services on SkyQ while using Three 4g home Broadband. i can only assume the issue is related!

[Dazzar]

The issue is with SKY as a whole for some reason sky and 3 have stopped talking to each other . It’s either a filter 3 has applied or an update sky have applied, so far leaning towards 3 since they forced an adult filter on people and other updates 

[JonathanB]

Hi everyone,

I know you're all really keen to get an update, and this is clearly causing a lot of disruption. We're not yet clear on if this is an issue on Sky's end, ours, or even some combination of both. Regardless, we want to do everything we can to solve this.

I'll send each of you a private message to put you in touch with colleagues that can correlate this issue reported on community with your actual Three accounts. From there, they'll be passing info onto specialists that can investigate behind the scenes.

I'm sure if we all work together, we'll get this figured out and fixed soon.

Thanks for your patience,
JonathanB

[Dazzar]

Hi I have a mesh system, it is not via bridge , but I changed the mesh system to connect via a dns of 1.1.1.1 and Ethernet to the ZTE801a and it works , I have not tried via bridge mode as I do not want to stop it running

[Dazzar]

May have spoke too soon, I get a few sticking at adverts , the adverts just play in a loop , restarted program and it’s running again ….

[JonathanB]

Hi @Dazzar,

Thanks for this insight, knowing the issue is partly DNS related ought to narrow things down for the investigating team.

Thanks,
JonathanB