topic Re: Sky Stream - Hyperoptic Broadband issues in Sky Stream

Sky Stream - Hyperoptic Broadband issues

GD1 — Sat, 22 Jun 2024 17:44:41 GMT

Thread created with more relevent title

Sky stream not working on multiple pucks

deejay187 — Tue, 18 Jun 2024 19:53:52 GMT

Sky stream not working for several hours. Got 5 pucks in the house. None of them are streaming any live channels or on demand. Netflix is working through the puck.

Spoke to support, unable to resolve as of yet.

is there a wider / known issue here?

Re: Sky stream not working on multiple pucks

GD1 — Tue, 18 Jun 2024 20:11:58 GMT

@deejay187 There is no wider issue, it's likely to be a local issue. How are the pucks connecting to your hib?

What error messages are you getting?

Re: Sky stream not working on multiple pucks

deejay187 — Tue, 18 Jun 2024 20:15:21 GMT

Hmm. How come I can stream Netflix via the puck with no issue?

Pucks connected via WiFi. All 5 of them. Netflix speed test via Puck 400Mbps. Hyperoptic full fibre. Mesh network.

Re: Sky stream not working on multiple pucks

deejay187 — Tue, 18 Jun 2024 20:18:38 GMT

I've tried rebooting pucks. Leaving off for several minutes, rebooting my network etc. One of them won't even reboot after hard reset now. It's stuck on connecting when trying to update.

Re: Sky stream not working on multiple pucks

Alison1a — Tue, 18 Jun 2024 20:39:23 GMT

My sky stream is not working either. I can watch apps but not sky

Re: Sky stream not working on multiple pucks

Ifu03440 — Tue, 18 Jun 2024 20:44:07 GMT

I have the exact same issue tonight, also with hyperoptic broadband. Phoned sky and they said they had other customers report the same with hyper optic. Seems to be a connection issue between sky stream and the broadband.

four pucks, non working and one stuck after trying to do a factory reset.

Re: Sky stream not working on multiple pucks

deejay187 — Tue, 18 Jun 2024 20:50:25 GMT

That's really interesting. I am trying to understand how it can be an issue specific to Hyperoptic but it sounds like that might be the case if there's a bunch of us having this issue. @Ifu03440

Re: Sky stream not working on multiple pucks

Gordon_Hunter — Tue, 18 Jun 2024 21:51:18 GMT

Yep, same issue with 2 stream boxes. I have had a hyperoptic/Sky combination in my new build for 5 months and it has been shocking. Both companies blame each other. I can use apps on my Sky stream but not TV. I tried tethering through my mobile phone (5G) and it works well. Very frustrating

Re: Sky stream not working on multiple pucks

Gordon_Hunter — Tue, 18 Jun 2024 22:16:48 GMT

I had Virgin Media before I moved house, it was great. I had Sky before that for years before that with a dish and it was great also. Sky stream is a failure, I have completed feedback surveys and they have been ignored. I work in technology so know what I'm talking about but the support desk treat me like an idiot. Sky as a broadcaster is superb but the stream service is letting them down.

Re: Sky stream not working on multiple pucks

KevNewMedia — Wed, 19 Jun 2024 07:03:58 GMT

Morning Everyone

Thank you for bringing this to our attention, and I'm sorry for the problems that you are having. Our support teams are working with Hyperoptic to get to the root of the issue.

Thank you @GD1 for tagging us 😀

Re: Sky stream not working on multiple pucks

TimmyBGood — Wed, 19 Jun 2024 07:18:01 GMT

@deejay187 wrote:

I am trying to understand how it can be an issue specific to Hyperoptic

Typically such an issue results from routing changes within an individual ISP, so traffic doesn't reach its intended destination.

Re: Sky stream not working on multiple pucks

sparrow1922 — Wed, 19 Jun 2024 10:38:50 GMT

Any update?

Re: Sky stream not working on multiple pucks

GD1 — Wed, 19 Jun 2024 10:41:39 GMT

@sparrow1922 When there is an update it will be posted.

Re: Sky stream not working on multiple pucks

KevNewMedia — Wed, 19 Jun 2024 11:01:17 GMT

Hi Everyone

Can you restart your router and pucks please and let me know how things go please? 😀

Re: Sky stream not working on multiple pucks

Ifu03440 — Wed, 19 Jun 2024 11:24:56 GMT

I have just turned mine on and all seems to be working fine again. Thank you!

Re: Sky stream not working on multiple pucks

deejay187 — Wed, 19 Jun 2024 20:57:47 GMT

Working as normal now. Thanks for whatever you did.

I should point out that this has happened a number of times before but usually it recovers after a short period, unlike last night.

is this something I should he taking up with Hyperoptic?

Re: Sky stream not working on multiple pucks

GD1 — Thu, 20 Jun 2024 14:30:24 GMT

@deejay187 Possibly, but there's no harm in posting here also as it can be flagged to Sky who can flag it to Hyperoptic.

I’m with hyperoptic broadband and have sky glass - technical issue with all channels

Chris10013 — Thu, 20 Jun 2024 19:11:33 GMT

I've had sky glass for around a month now. In that time had quite a few problems with it stating technical fault with channel. Normally a turn off and on at plug can solve issue but more and more it's not working. Spoken to sky a couple times and not really solved it, and now been told it could be down to hyperoptic broadband. Is this an issue that any other hyperoptic users are experiencing? And how to solve as right now, sky glass is not fit for purpose and I've got a tv I can't watch. Thanks

Re: I’m with hyperoptic broadband and have sky glass - technical issue with all channels

Gordon_Hunter — Thu, 20 Jun 2024 22:07:00 GMT

Agreed, the streaming service is shocking. A real shame for a company that has been leader in broadcasting. I need out of this contract. Customer support and surveys mean nothing.