topic Re: Sky Stream not working on 4th Utility Fibre in Sky Stream

Sky Stream not working on 4th Utility Fibre

dedmunds27 — Wed, 19 Feb 2025 18:52:49 GMT

Sky Stream is working as long as I use on demand apps, Netflix and such like,

The moment i try to watch live TV all i get is Technical Fault,

I am struggling with this now, I have mesh wifi throighout the house and have moved the Stream and plugged it directly into a CAT 6 cable,

Speeds into the stream are awful, less than 10mb, but my laptop sitting next too it is getting over 300mb

does any one know if there are any restrictions placed on 4th Utility ISP?

thanks

Re: Sky Stream not working on 4th Utility Fibre

lettice — Wed, 19 Feb 2025 19:29:30 GMT

If you are using ethernet, make sure you turn wifi off in the Sky Stream puck settings as;

Turn wifi OFF under Network if connected via ethernet.

Also, why you are in settings also Set Network standby mode to ON and Overnight power saving to OFF

Once, you have made that change do a settings restart.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

The restart ensures your settings changes are set, as well as doing a power reset and kind of cache update.

After doing this do a Sky Stream puck Netflix app speed test;

Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.

Re: Sky Stream not working on 4th Utility Fibre

mikealanr — Wed, 19 Feb 2025 19:30:01 GMT

Hi @dedmunds27

So you need 25Mbps for HD and 30Mbps for UHD. So that will be why you are having issues. 10Mbpsnis far too low. When you plugged it into ethernet did you disable WiFi in the settings and reboot your puck? Bizarrely it doesn't prioritise ethernet over WiFi like most client devices and you need to disable it.

Not aware of any restrictions, wondering if there is any QOS settings on your router? The only thing we have seen with smaller ISPs / altnets is non UK IP address ranges causing geo location issues, however if this was the case wouldn't expect iPlayer etc to work.

MikeAlanR

Re: Sky Stream not working on 4th Utility Fibre

Johno159 — Wed, 19 Feb 2025 20:33:26 GMT

Having exactly the same issue, when I turn 4th Utility broadband off and connect sky through my phone WiFi, everything is working fine. Only started poorly early evening.

When I search up address it shows a Manchester, when I run speed test via 'Fast', it shows as Ashburn US. This was the issue when I first had 4th Utility, appears to be raising its head again.

Re: Sky Stream not working on 4th Utility Fibre

Johno159 — Wed, 19 Feb 2025 20:45:35 GMT

The stupidity is, my puck is working fine, it's the Sky Glass that is having the issues.

Re: Sky Stream not working on 4th Utility Fibre

lettice — Wed, 19 Feb 2025 21:12:39 GMT

@dedmunds27

@Johno159

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

Escalating-a-post-to-a-Sky-expert

Sky glass issue new isp

Robc1212221 — Thu, 20 Feb 2025 09:30:44 GMT

My Sky Glass TV is experiencing a 'technical fault' on all live channels since switching to a new ISP. The TV worked flawlessly with the previous Sky internet. After the new ISP installation, it functioned for about an hour, then all channels stopped working, displaying the 'technical fault' message.
Troubleshooting Steps Taken:
* Sky Glass Resets: Performed all recommended power cycles and factory resets.
* Router Changes: Tested with two different routers, including one using PPPoE settings.
* Network Adjustments: Tried using public DNS servers, setting a static IP address, and adjusting firewall settings.
* ISP Testing: Confirmed Sky Glass works correctly with the old Sky internet, indicating the issue is specific to the new ISP.
* Connectivity Check: Verified the Sky Glass has an active internet connection as apps on the TV function correctly. Sky Go also works on other devices on the network.
* ISP Communication: Contacted the new ISP, who claim there are no issues on their end.
Conclusion:
Despite extensive troubleshooting, the problem persists, strongly suggesting a compatibility issue between the new ISP's network configuration and the Sky Glass TV. The fact that it worked for a small amount of time when a new router was installed, also points to some kind of network conflict. While the ISP claims no issues, the evidence points to a network configuration issue on their end that is stopping the sky glass from working correctly."

Re: Sky glass issue new isp

MarkGoldsmith — Thu, 20 Feb 2025 09:34:23 GMT

@Robc1212221 who is your new ISP? Previously of this forum there have been reports of some alt-networks having issues with the sky streaming platform

Re: Sky glass issue new isp

Robc1212221 — Thu, 20 Feb 2025 09:35:35 GMT

4th utility full fibre 1gb. Switched as sky only offered 60 mb in my area

Re: Sky glass issue new isp

lettice — Thu, 20 Feb 2025 09:44:20 GMT

@Robc1212221 wrote:

4th utility full fibre 1gb. Switched as sky only offered 60 mb in my area

I've moved your post to this thread with other customers having same issue from this isp

Re: Sky glass issue new isp

GD1 — Thu, 20 Feb 2025 09:54:23 GMT

This has been raised to Sky in the closed forum to see if they are aware of this issue.

Re: Sky Stream not working on 4th Utility Fibre

Lisa-P1987 — Thu, 20 Feb 2025 10:31:42 GMT

Thanks for escalating this. We’ve sent both dedmunds27 and Johno159 an invite to chat.

Re: Sky Stream not working on 4th Utility Fibre

Robc1212221 — Thu, 20 Feb 2025 14:08:13 GMT

iv been having the exact same issues as above you can see what i put with my investgation to what it could be. now my IP on some places picks up in manchester but in other places picks up in USA - i have spoken to 4th utillity and they explained they purchased IPs from different countrys but have made them all UK based. and that sky had not updated there list of IPS to reflect this ? i asked them to investigate further as i think this is the issue of location and why sky keeps not working. i have a ticket with sky already but i saw you had put this on here so wanted to add my findings

Re: Sky Stream not working on 4th Utility Fibre

KevNewMedia — Thu, 20 Feb 2025 15:01:21 GMT

Hi Everyone

Thank you for highlighting this problem.

Our Support teams are investigating this problem and as soon as I hear back from them, I'll update everyone.

I'll mark this post as the answer, so everyone knows what the most recent update is.

Re: Sky Stream not working on 4th Utility Fibre

Johno159 — Fri, 21 Feb 2025 17:01:08 GMT

Thank you, I have found a work around for my system, I've disconnected my ethernet cable into my Sky Glass and have gone through my mesh network WiFi.

Re: Sky Stream not working on 4th Utility Fibre

dedmunds27 — Fri, 21 Feb 2025 19:05:14 GMT

Thanks,

I will try this tonight.

4thutility sky glass and puck streaming issues

Nick471 — Sat, 22 Feb 2025 10:35:26 GMT

I'm with 4th utility broadband my sky glass and sky puck not streaming live channels but apps work think it's ip address issues changed to static ip address but still no joy been since last Friday been on to sky and broadband all week really not happy.

Re: 4thutility sky glass and puck streaming issues

GD1 — Sat, 22 Feb 2025 10:39:05 GMT

@Nick471 I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

Please also see post marked as Answer for latest updates

Ip address issues

Nick471 — Sat, 22 Feb 2025 23:37:01 GMT

Rang sky today having no sky stream on glass and puck due to ip address changed to static ip still no luck sky said you need to contact your broadband provider which I've done all week I'm with 4th utility on city fibre they are trying to sort it but been a week of no channels which ain't cheap and then the broadband on top and can't have sky broadband as it not available yet sky so what do I do and yes I've done all the resets.

Re: Ip address issues

Anonymous — Sun, 23 Feb 2025 08:05:55 GMT

Could you clarify, do you mean your internet IP is now static or your Sky Stream local network IP is now static?