Virgin internet connection problem

[SeanK661]

Same issue here, Sky Stream Puck connected via Ethernet to Virgin Hub 3, everything in the house works fine over ethernet/wifi but Sky doesnt, thankfully we have a smart tv that's also connected via WiFi so we can still stream stuff.

[Tinarich]

Has anyone sky glass come bk on or is this still going on as mine still not working 

[SeanK661]

It's still not working for a lot of people. Sky haven't commented yet.

[SeanK661]

@Tinarich It's still not working for a lot of people. Sky haven't commented yet.

[CardiffMan1992]

Interesting till i came on the forum i didn't even realise this was an issue i'm with Virgin and noticed no problems this morning weird how it's effecting some not others.

[Templar18]

@Chloe-W22 do you have any updates from your side please ?

[BugraD]

As of now problem still persists. Sky stream puck is not connecting Internet via virgin hub 3.0

[angeleyes37]

Honestly it's becoming a joke now hope they are giving us compensation for this 

[Andygroove]

Yes a bit of transparency wouldn't go amiss here.

Where does the problem lie? Virgin or Sky?

[ScottH52]

I also look forward to compensation. But the major issue is it's our only TV. My poorly 7 year old who has done all his homework and read all morning now thinks I've conned him when telling him he could watch tv this afternoon. 

[Kris.88]

Like wise didn't realise there was a problem virgin works on everything else apart from sky glass, the amazon stick in back works 

[Mouse27887]

I can't see that it's virgin, I was on line with them for an hour checking everything, Guy was really good and knowledgeable, tried splitting router etc and he said couldn't find any issues which goes with fact everything else is working. Also said that virgin had not done any update over night to firmware etc. when I asked this question to Sky they just said they don't know. So seems more likely Sky have updated something IMO 

[ScottH52]

This is what I got from Sky on Twitter 

OK, here’s a few basic things to check:

Power cable: check both ends of the power cable to make sure it's securely connected and plugged in at the mains. Loose cables can cause problems.

Placement: where you keep the Sky Glass is important. Here are some suggestions:
Make sure the Sky Glass is well ventilated.
Keep the Sky Glass or router away from heat, such as vents on electronic devices, radiators and direct sunlight.
Avoid placing your Sky Glass on a carpet or in an enclosed space like a cabinet. Allow at least 10cm of space above and on all sides.
Don't stack other devices beneath, on top of, or beside your Sky Glass.

HDMI input: if you have other devices connected, for example a games console, check which HDMI input you’re using.

Try another channel: if the issue is only happening on one channel, it could be a broadcast issue. Thanks, Emma

[CardiffMan1992]

@Andygroove 

It's likely a mix of both as mine is working so it's not entirely one sided.

[CardiffMan1992]

@ScottH52 

Yeah it's none of that it's not something on the user side at all.