DNS Issues?

[Chrisee]

@Azza009 there does appear to be an occasional issue with one or more of the machine that provide Sky's DND service go bad. Configuring the device to use a public DNS service like Google's on 8.8.8.8 and 8.8.4.4 can help as long as you are not using Sky's Broadband Buddy parental control service which means the switch will have no effect.

In that case one quick resolution which normally works is to pull the hubs power for a few minutes which normally forces a IP address changecwhich seems to bypass the issue. These reports come in batches until Sky fix the issue with the server itself.. 

[Cactuars]

I'm still suffering with this issue three days on. Like clockwork, 8am/8pm, DNS issues. A reboot does the trick but only for a while.

It would be nice to get some official recognition that this is a legitimate issue, as so far we've heard nothing from official Sky representatives. 

[AsleepGenie52]

I have started to get this DNS_PROBE_FINISHED_NXDOMAIN issue today for my Sky broadband.

A reboot of the PC didnt not fix this.

This workaround that (temporary) worked for me is to open Command Prompt (in admin mode)

Type

ipconfig /flushdns

Press Enter key

Then type 

netsh winsock reset

Press Enter key

Then restart the PC, this fixes the issue, however the issues kept coming back periodically throughout the day today.

I had to keep doing the work around, not ideal as I am currently working from home.

[Chrisee]

@Cactuars why not configure your PC to use a public DNS? 

[Cactuars]

@ChriseeI've done this already on my personal PC, along with my mobile device. However, I haven't been able to do this on my work PC as it requires admin access, which I don't have. The same applies for my partner's PC. The IT department has been offshored, so applying for a change like this is like getting blood out of a stone.

Either way, this is a workaround and not a fix. I don't expect to have to do this for every device I own, and I'm not confident that all devices would allow me to set a public DNS. I don't think it's too much to ask for a working Internet connection without any issues, considering I am paying for the service. At the very least I'd appreciate acknowledgement that there is an issue.

When I called Sky with the above problem, I was connected to an advisor who referred to DNS as "DSN". This isn't intended as a sleight on the advisor, but they were new and didn't understand the issue at hand. My request to be sent through to a team who deal with more intricate issues was denied.

I was told, according to the advisor's guide, that the next troubleshooting step was to try using a new router. Sky wanted me to pay for that privilege, which I honestly think is scandalous.

Looking over the forums over the last few days, this is not an isolated issue. We all know the workarounds, but we want the official fix.

Apologies if the above comes across as snappy, that's not my intention. I'm just getting a bit frustrated with it all.

[sky-mt]

I'm also having this issue, incredibly frustrating that it can go on this long and not be resolved.

[lauren1421]

Exactly the same issue here, which i have raised in separate posts. Been over a week now surely Sky are aware would be coould to get some confirmation that this is being investigated

[Azza009]

Still having issues days later.  Nothing seems to be on its way in terms of a fix.  Have configured my devices to use Google's DNS which seems to have fixed it for now but it's obviously still not ideal.

[pj764]

Same issue for me, mobil network works fine.

[CyberFriday]

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@Cactuars wrote:

@ChriseeI've done this already on my personal PC, along with my mobile device. However, I haven't been able to do this on my work PC as it requires admin access, which I don't have. The same applies for my partner's PC. The IT department has been offshored, so applying for a change like this is like getting blood out of a stone.

Either way, this is a workaround and not a fix. I don't expect to have to do this for every device I own, and I'm not confident that all devices would allow me to set a public DNS. I don't think it's too much to ask for a working Internet connection without any issues, considering I am paying for the service. At the very least I'd appreciate acknowledgement that there is an issue.

When I called Sky with the above problem, I was connected to an advisor who referred to DNS as "DSN". This isn't intended as a sleight on the advisor, but they were new and didn't understand the issue at hand. My request to be sent through to a team who deal with more intricate issues was denied.

I was told, according to the advisor's guide, that the next troubleshooting step was to try using a new router. Sky wanted me to pay for that privilege, which I honestly think is scandalous.

Looking over the forums over the last few days, this is not an isolated issue. We all know the workarounds, but we want the official fix.

Apologies if the above comes across as snappy, that's not my intention. I'm just getting a bit frustrated with it all.

---

@Cactuars  If you have access to a 3rd party router then you could try that instead. At least on those you generally have the flexibility to set whatever DNS server addresses you want.  I appreciate the frustration as most folks buy the service from Sky and expect it to work. And the way Sky have it all locked down may may it easier for their support staff to troubleshoot. But, in cases like this it hampers the user's ability to change DNS settings. I generally find that using a 3rd party router gives me more flexibility with my own network needs. Although Sky are not the most supportive when you log a call about some issue and the first thing they do is find you aren't using their provided router (if you have their broadband package). So, if you do take the 3rd party route best to have your Sky router on hand when you call their help line. I also appreciate that the 3rd party router isn't for everyone as it does require more networking knowledge. 

[TommyGunn]

I've been having the same issues for the past few days. Websites blocked when using sky's WiFi router. Then it takes an age to download something on the sky box. Xbox live keeps disconnecting too. This is not ideal if you're working from home.

[RG77]

Pretty clear to me that Sky's DNS servers are having issues around the same time every evening. 

Ping 8.8.8.8  and connectivity is there but DNS does not resolve. Wonder why Sky have not fixed this problem yet.

[GW1984]

I've had this issue for months not, last time I called they made me change settings on my Sky Q box and all 3 mini boxes depsite me pointing out that I didn't see the link between the wi-fi on the boxes and the PC's connected via ethernet cables... but hey ho what do I know.

Every few days just after 9pm (When sky tech support have finished for the day) the DNS starts to fail, not instantly just slowly, certain sites will drop, voice comms will start to go then the connection either restarts it self or I have to manually restart the router. This usually fixes it for 2 or 3 days. 

Would be nice if they could fix a known on going issue!

[Aeox]

Same,

Had the same for months and its seriously frustrating. If I'm watching, say, Twitch. That's fine. But if I refresh the page or navigate off of the page, then I get dns issue messages when its having a funny go.

Sometimes it lasts for a few hours, some times a few minutes. I've tried customer services a number of times and no help. Had engineers out and no help. Seriously thinking of ditching Sky.

[Tom-W19]

Hi GW1984 and Aeox

I have escalated your posts to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147