Sky Stream - Hyperoptic Broadband issues

[GD1]

@Jonrach  The post marked as answer IS the latest update.

[David744]

Given I've been pretty much without Sky for a week due to the dreaded blue screen and technical fault is there a likely light at the end of this tunnel? 

I've been plagued with these issues for months 

p.s. anyone know what's happening in the euros? Unfortunately I have sky glass so I've not been able to watch any of the games... 🤷‍♂️ 

[Ajatron]

We are having the same issue - the sky glass and all pucks around the house have suddenly stopped working and we are getting the 'there is a technical fault...' message.

I will raise with Hyperoptic, but I am not hopeful. Just about to come to the end of our contract so maybe time to switch - anybody got any more reliable suggestions?

[Super+Anthony]

I have also chased HO this week a couple of times to ask them for update, but no response. Luckily we have good people from Sky working hard with HO. Guess we just have to be patient, but Sky are keeping us updated. Generally I find HO very good cause of the fast speeds they offer (500MBps and 1GB). The only issue really is response rates and they could be quicker

[PartickPotter]

I had the same problem - but have now had it fixed (touch wood!).

The problem is with Hyperoptic.

i called them and they were very helpful. First they acknowledged there is a problem and then fixed it by creating a second WiFi network on my router called xxxx - TV. I switched my Sky Glass TV from the original WiFi network, which I am still using for my other devices, to the new network and the TV is now working consistently well.

[DANP]

So I've finally got my puck working again and fingers crossed it stays that way! 

Spoke to someone from Sky today, after trying to setup a new puck and it wouldn't get past the  "checking status" screen. Did all the recovery stuff and ultimately was advised by Sky that there's a known issue with Hypopric and it will be escalated to their support team for a resolution within 48hrs.  Not really agreeable, but that's all they could suggest. 

Decided to phone Hypoptic, as like many people I've been without a usable device for almost a week, to see if they had any fixes. 

It's now working (and hopefully stays that way) - they changed the DNS settings apparently and they seem to have a number of steps to diagnose and resolve the issue. 

Worth getting in touch with Hyperoptic if anyone still having issues hasn't already done so in the last day or so I guess. 

[BruceLowe]

I have to say that recent days have been getting worse rather than better. Less and less channels available every evening.  Hyperoptic asked me to run some tests for thier technical crew which I felt mostly failed so not sure how much progress has been made. I sent them a link to this chat so they can see the frustration.   Iplayer, YouTube, STVplayer, AmazonPrime getting a good work out showing me more and more I can live without sky stream which just isn't working well with Hyperoptic. Another potential weekend of Sky TV lottery awaits,  will it work or not? 🤷‍♂️

[AJS77]

I had long discussions with Sky today to resolve the "Programme Technical Fault" issue.  It has gone on for weeks now and got worse to the point where I cannot watch any live Sky channels.  Even reinstalling the software and firmware doesn't work - comes up with a Software error.  Sky said they will call me back tomorrow regarding the TV now not working at all.

I got through to Hyperoptic late this afternoon.  The lady was very kind and immediately said that she need to restart my router after making some DNS changes.  It resolved all the issues immediately.  I could install the software again and this time it worked.  Also no more errors on any of the sky channels.  

The solution is to call Hyperoptic to make NDS changes to the router - shame Sky is not aware of this solution as it will save a lot of time.

[AJS77]

There is already an answer - Call Hyperoptic and ask that they change your DNS settings of you router to resolve this.  

[PMacDamm]

Alright folks, I suspect the issue lies with hyperoptics default DNS servers.

I have switched mine to Cloudflare and Google and it appears (touch wood) to have resolved the issue.

Why either party are not putting this forward as the answer I am unsure unless it's simply coincidental that mine has started behaving again.

[DEAG60]

The solution is to change the DNS settings in your Hyperoptic router to something like Cloudflare's  1.1.1.1

I Googled how to do this for my type of router (there are quite a few HO ones) and I was back watching in minutes. 

[Super+Anthony]

How does one do this? Sorry I am not very IT literate!!

[PMacDamm]

Just Google [your router model] and change DNS settings. Use 1.1.1.1 as the primary and stick something like 8.8.8.8 as the secondary. That will set cloudflare as you're primary provider then switch to Google if that fails for whatever reason.

[Super+Anthony]

Thank you

[Jporch316]

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@PMacDamm wrote:

Just Google [your router model] and change DNS settings. Use 1.1.1.1 as the primary and stick something like 8.8.8.8 as the secondary. That will set cloudflare as you're primary provider then switch to Google if that fails for whatever reason.

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There was a similar issue with 3 internet and their routers a year or so ago and this was the exact temporary fix that they suggested until 3 implemented a permanent fix