topic Re: Issues with one website in Broadband

Issues with one website

Markstev27 — Sun, 22 Sep 2024 13:12:17 GMT

Hello. I am having issues with the online indoor cycling site, Rouvy since last week. It will not allow me to access any of the rides. It allows me into the site but when I try a ride, it says please try later. I've reported it to Rouvy but they have said its our Internet. I've turned the router off for an hour and tried again but still doesn't work. I tried it on my phone data plan and it worked straight away but that will wipe out my data. Any advice please?

Re: Issues with one website

Montof — Sun, 22 Sep 2024 22:23:13 GMT

I'm also exp8rhe same issue. It works fine thrpugh my mobile network but not with sky

Re: Issues with one website

Markstev27 — Mon, 23 Sep 2024 12:06:56 GMT

Is there anyone from Sky on here to help please?

Re: Issues with one website

Montof — Mon, 23 Sep 2024 17:13:33 GMT

To update, this is what I've tried without success:

I've tried disabling sky shield

Using alternative DNS servers

Powering the router off for 30 minutes

Plugging directly to the router via ethernet

Using multiple devices

The problem also appears to affect video playback of any of the courses on rouvy.com which can be used as a quicker method of testing. Access to the website itself appears to be unaffected.

Re: Issues with one website

Markstev27 — Mon, 23 Sep 2024 17:24:45 GMT

Hi @Montof I've spoken to Sky and it's our router so we are being sent a replacement one to try

May be worth requesting one too

Re: Issues with one website

Markstev27 — Tue, 24 Sep 2024 20:18:08 GMT

We now have our new router and still does not allow access unless I install a VPN

This has a monthly subscription so any advice please?

Re: Issues with one website

Montof — Tue, 24 Sep 2024 20:25:01 GMT

Hi Markstev, i did suspect that the router would not solve the issue as I tried using using a VPN through my Sky connection and this got Rouvy working. This pretty much confirms this is an ISP issue, and as mentioned earlier, I suspect it specifically relates to sky blocking wherever Rouvy host their video content, as the site works ok otherwise.

BTW, I've raised a ticket with Rouvy, but I strongly suspect they won't be able to do anything. I'll keep you posted if I hear anything though.

Re: Issues with one website

Montof — Wed, 25 Sep 2024 09:55:06 GMT

Hi, I've had a response from Rouvy (below) which pretty much confirms the suspected issue with sky blocking their video content and that they were already aware of the problem. I've shared my public IP and I'll let you know if hear more.

At least they appear to be more engaged than sky.

Thank you for reporting this. We are aware of the issue and our developers are working on a solution. Currently there is no other workaround than either using a VPN or a mobile network to load your workouts.

Can you please provide me with the IP address on the device you are using for ROUVY? You likely know how to find it, but if not you can easily get it from this site: showmyip.com

The devs have requested IPs to help them in their process.

Re: Issues with one website

Chrisee — Wed, 25 Sep 2024 10:04:57 GMT

@Montof do you have the white Sky hub or one if the older black one? Sky will not be blocking the traffic - they simply dont do that unless it is subject to a court order - but their network set up might cause issues.

The new white hubs are using a new system of assigning the IP4 addresses where up to 8 customers share one address which might, emphasise might, be the issue. If you have the new white hub try the steps I outline in this post UPnP set up which will swap the set up to an IP4 address just for your connection. Can you report the ourcome. This does not apply to the black hubs.

Re: Issues with one website

Markstev27 — Wed, 25 Sep 2024 10:18:30 GMT

Hi @Chrisee I have a black hub. A replacement one was delivered yesterday

Re: Issues with one website

Montof — Wed, 25 Sep 2024 11:16:59 GMT

I also have a black hub

Re: Issues with one website

Montof — Wed, 25 Sep 2024 12:17:31 GMT

Latest from Rouvy

Hector Martinez (ROUVY)

Sep 25, 2024, 13:33 GMT+2

I have forwarded your information to our dev team.

They informed me they have already sent information and are awaiting a response from SKY. Hopefully we have more information soon.

Re: Issues with one website

GlennR — Fri, 13 Mar 2026 07:31:44 GMT

Hi - A while after the comments below, I had the same problem (so frustrating, out of the blue, have had my white router for months) and the UPnP solution worked.

Thanks!