Sky glass not connecting to freedom fibre

[Panda83]

We have changed internet providers and are now with freedom fibre. We have been with them for about 2 months now but kept our sky broadband until we were happy that freedom fibre was working fine. On the 7th Nov sky broadband was disconnected (I cancelled it) and ever since then we've not been able to get sky glass to connect with freedom fibre. They are saying it's not freedom fibre that's causing the problem and by law they can't stop anyone connecting anything to their internet. Sky are saying it's not a problem from their end. While trying to set it up it's saying there's a software error but when I go through the process it tells you to follow it doesn't work. Freedom fibre have been out today and tried a new router and an eero 6 but sky glass still won't connect. Has anyone else had the same problem at all?? 

[Addie15]

Hi there,  Panda83. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

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

[MarkGoldsmith]

How have you tried connecting the Sky glass to the router? Is it only via WIFI I'd suggest also using an Ethernet cable to plug the TV directly into the router and see if that helps. If it does then we know the issue is likely related to the setup of the wireless network.

[Jporch316]

There were some issue a while ago with 3 internet where the dns address on the 3 routers needed changing to googles dns (if memory serves me right) 

[PSC133]

It is also possible that Freedom Fibre have started using a range of IP addresses which Sky doesn't recognise as being within the U.K..  This has happened on a few occasions recently.  Sky will not allow access to their service if their system thinks that it is detecting access from outside the country.

If this is the case then Sky would need to confirm that the IP address that you are using is within the U.K. (as it obviously is).

[Panda83]

@MarkGoldsmith Thank you for your response. We've tried connecting it via ethernet as well and exactly the same thing happens unfortunately. I personally think it's a problem with freedom fibre but they are insisting it's sky.

[Panda83]

@PSC133 Thank you, this actually looks like it could be the problem. We will be contacting both sky and freedom fibre this morning so we will bear this in mind.

[Kelsingra]

Hi @Panda83 

Just a reminder that your case has been escalated to our Community Messaging team who invited you to a private chat to help you with this.

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

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

Thank you for joining our community forum! 😊

[Teepotpie]

@Panda83  @Kelsingra A bit of a long shot, but I was wondering if this ever got sorted please? We have the same issue with our new EE Fibre which worked when first installed but our Sky Glass stopped connecting 3 days later. Both Sky and EE are stumped and we've had no TV for a week now. Any info would be gratefully received. Thank you!