On Deman Issues

[11am]

Hi all, I'm at my wits end, so I thought I'd ask here before I lose my mind. 

I switched my ISP from See the Light to Rocketfibre (both OFNL) around Christmas last year and since then I can't get On Demand programmes to download. There were no problems with See the Light and Rocketfibre don't seem to think the issues lies with them and Sky are saying they can't find an issue. A Sky engineer was at the house for a few hours really trying to suss the issues, but there was no fix.

I use Eero routers and as a test, I unplugged the gateway router from the ONT and allowed it to connect to my phone as backup and the On Demand programmes will download fine. 

I've read that a static IP might solve the issue, so I've added that to my broadband and verified that it's active, but this still hasn't helped. 

I've also tried having the Sky Q box wired and wirelessly connected to the Eeros, neither makes a difference. 

Absolutley everything else in the house works as expected so it's making it really difficult to pin point the issues. 

Any help would be greatly appreciated.

[NickNewark]

@11am tbh, you  sound a little more technically savvy than me 😊, have you tried connecting the main Sky Q box directly with Ethernet,  and then done a network reset through the Sky Q box, selecting the wired connection option. 

[11am]

You'd be surprised how much relying on Google can make me look like I know what I'm talking about 😂

The box is normally connected to the router via Ethernet as the house came wired up. I've only connected it via WiFi to test to see if that makes a difference, which unfortunately it doesn't. The box and network settings have been reset more times than I care to remember. 

Appreciate your reply. 

[NickNewark]

@11am Frustrating though! 
It definitely sounds like an issue within the router settings blocking domains. 

[11am]

I would tend to agree, but Eeros have a feature that will tether from your phone in the event of down time and when I do this the box will download everything fine, albeit it quite slowly. So it points to an ISP issue, but they're saying there's nothing their end. It's really frustrating. 

[Me134]

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@11am wrote:

I would tend to agree, but Eeros have a feature that will tether from your phone in the event of down time and when I do this the box will download everything fine, albeit it quite slowly. So it points to an ISP issue, but they're saying there's nothing their end. It's really frustrating. 

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From a quick Google 🙂 try disabling advanced security & ad blocking within the Eeros App. If that works I'd see if you can add the Q box to a safe list before turning them back on? I don't have an Eeros system so the last bit is purely a wild guess.

[11am]

Cheers for your reply. 

Unfortunately I've already tried that with no success. I've also tried disabling IPV6, that made no difference either. 

[Me134]

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@11am wrote:

Cheers for your reply. 

Unfortunately I've already tried that with no success. I've also tried disabling IPV6, that made no difference either. 

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When in the Eeros App what do you see when clicking on the Sky box device? Is it possible to change the DNS for instance or disable a security block? As I say, I don't have an Eeros so am flying blind.

[11am]

I can only change the overall DNS for the router, which is currently set to 1.1.1.1 and 8.8.8.8. I have tried changing these in the past and changing the DNS on the box, with no positive outcome. 

As for security blocks, nothing is enabled. I would assume this would still cause me problems when the router is tethering from my phone, but everything works fine in the situation. 

[11am · Accepted solution]

An update:

I spoke to RocketFibre today to see if they could help and they asked me to use the Eero they supplied - annoyingly it has solved the issues, but created a different one as now my home network is much slower. 

I've asked them to look at why only their router allows access and I will report back to hopefully help someone in the future. I can only think their system is somehow blocking access.