Nanit baby monitor issues with SKY

[Nanit521]

Hi

I am the CTO of nanit.com 

Some of our customers in the UK are connected with Sky Broadcom and are having issues with uploading videos from the Nanit Camera to the Nanit cloud (based on Amazon S3)
Issues started in the last 1-2 weeks and we are desperate to locate someone with Sky IT to help us analyze what was changed in the settings

[GD1]

@Nanit521  You've posted in a customer helps cstomer forum, nothing will be done in response to a forum post, nor would this be the correct route to contact Sky in relation to you companies products.

As customer we have no direct link to Sky's ITY dept to give you, you would be best contactin g Sky corporate https://www.skygroup.sky/

[cookiemonsteruk]

@Nanit521 

This should have remained in the broadband forum as it may be related to the sky hub trying to find the 2.4ghz frequency even if the camera may or may not be dual band

To seperate the 2.4ghz and 5ghz they will need to follow the steps below

https://helpforum.sky.com/t5/Broadband-Talk/How-to-separate-WiFi-bands/ba-p/3530610

[Nanit521]

We have no integration with skygroup, and I don't see how is it related to issues with them limiting uploads for broadband customers
We can't find a way to reach out to Sky's IT.

Thanks anyway.

[Mark39]

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@Nanit521 wrote:

We have no integration with skygroup, and I don't see how is it related to issues with them limiting uploads for broadband customers
We can't find a way to reach out to Sky's IT.

Thanks anyway.

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The likelihood is that they wouldn't talk to you anyway, unless you are an affected customer too. Better to get those having the issue to report it themselves to Sky.

[lettice]

Perhaps it may be more useful to provide a bit more background on  the issue.

So, some of your customers using Sky broadband are having outgoing port issues, but works ok with other UK isps?

Do your devices use or need a specific port open?

Have you asked your customers to temporarily turn off their Sky broadband Shield to check it is not Sky erroneously blocking your outbound traffic?
Check this help article, where if it's deemed a block, you can alert Sky with the email address in that article.

[Nanit521]

Thanks for this comment.
1. Customers with other UK ISP do not have this issue.
2. We do not use a unique port - regular 443 (https) uploads to a pre-signed URL on Amazon S3.
3. The traffic is not entirely blocked, we assume some bandwidth limit, which makes the camera drop uploads due to time outs occasionally.

[lettice]

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@Nanit521 wrote:

Thanks for this comment.
1. Customers with other UK ISP do not have this issue.
2. We do not use a unique port - regular 443 (https) uploads to a pre-signed URL on Amazon S3.
3. The traffic is not entirely blocked, we assume some bandwidth limit, which makes the camera drop uploads due to time outs occasionally.

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How many Approx Sky customers have reported the error?

Still might be worth having some of your customers temporarily turn off the Sky broadband shield, it may have a routing path or the website somehow blocking or restricting traffic to some degree.

On timeouts, that could of course be down to more local bandwidth, but the Sky broadband routers are generally good, even with their additional mesh (like with Sky Q hidden mesh) at playing fair with local and any push out traffic.

Try the shield option first and report back.

We as Superusers do have the ability to report back to Sky through an internal community area. But would be best to try a few things first, before we can do that and help you further.

[Nanit521]

Thank you - appreciate your help.
We currently have several dozens of users experiencing the issue with Sky.
We will ask some of them to try the firewall as you suggested.

[lettice]

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@Nanit521 wrote:

Thank you - appreciate your help.
We currently have several dozens of users experiencing the issue with Sky.
We will ask some of them to try the firewall as you suggested.

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Here is the help article for Sky broadband shield, that may help.

https://www.sky.com/help/articles/sky-broadband-shield-fixing

[CDS92]

Hello, has there been a resolution for this issue found by anyone yet? We have just put our Nanit Pro up (drilled into the wall) to now find it doesn't connect to Sky Wifi at all. Thank you in advance!

[Anonymous]

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@Nanit521 wrote:

Hi

I am the CTO of nanit.com 

Some of our customers in the UK are connected with Sky Broadcom and are having issues with uploading videos from the Nanit Camera to the Nanit cloud (based on Amazon S3)
Issues started in the last 1-2 weeks and we are desperate to locate someone with Sky IT to help us analyze what was changed in the settings

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You can contact Sky for Business. The phone numbers are here: https://skyforbusiness.sky.com/sb/portal/business/uk/terms_and_conditions/contact_us

While you're not a business customer, they will be able to point you in the right direction. 

[Nanit521 · Accepted solution]

Yes.

We worked with Sky broadband and they fixed the issue.