Sky Stream - Hyperoptic Broadband issues

[Super+Anthony]

@gmhaggis No I don't unfortunately. Just spoken to HO again and still a known issue. Really as mentioned prior, all of this should have been sorted by the two companies, but I do understand that there are always glitches when something new. But, stream has been out for a while, so really it should have been l dealt with much earlier. Hopefully it will all be sorted very soon, we cross our fingers.

[Daniel-F]

Hi all,

There has been an update on this issue and we are looking for any user feedback.  Can you please try seeing if the issue is still on going for you and let me know if that's the case?  

Thanks,

[Super+Anthony]

@Daniel-F Thank you

Are you able to provide feedback to what has been fixed at all please?

 Also as the issues have been intermittent, I presume there is not a timeframe on it and both Sky and HO will not close the ticket

[LV4]

@Daniel-F  I changed the DNS settings on the router to Cloudflare and Google on Friday and all of our pucks have been absolutely fine since doing that. 

[Super+Anthony]

You are lucky @LV4. So did I but still had problems like others on here so there are still issues. I just spoke to Sky and they haven't had any updates. On Sunday HO have said there are still issues. But since Monday mine has improved

[Thejokernufc]

was having issues and I changed my DNS to Google's on my router and it's been working fine since 

[BruceLowe]

Was fine last night but this morning I'm back to technical problems on all live channels. 

[Super+Anthony]

As mentioned still not fixed. I have told HO that I am still getting the please wait blue screen at the beginning, 2 days in a row. Really all of this is poor and will there be some form of discount for all customers affected from Sky because of it as we are getting this and other issues? It should be from both parties as the issue is with HO but it's Sky's product

i keep saying but Sky stream is a fantastic product but it's not working correctly

[Thejokernufc]

was having issues and I changed my DNS to Google's on my router and it's been working fine since 

[PuckRogers]

I've been having these same issues for some time, but stumbled across this thread yesterday and spoke to Hyperoptic this morning. As mentioned before, they were aware of the issues and the engineer said that HO are talking to Sky to resolve this. The engineer changed my DNS settings on the router and - SO FAR - it's seems to be ok. HO said they're hoping for a permanent resolution with Sky "by the end of this week". I've been going backwards and forwards with Sky about this for a while and wish they'd have asked me "which broadband provider do you use" right at the start.

[Super+Anthony]

Let's hope @PuckRogers that this is the case. It's been long enough and very frustrating. Then we can all be happy with a fantastic machine

[Super+Anthony]

Sky teams - it's still not been completely fixed. Still getting the please wait at the beginning. So the update once again not fixed completely!!!

[Daniel-F]

Hi all,

Thanks for reaching back out on the thread and advising you are still having issues 🙂  The communication is helping the relevant teams in their on going investigations to sort this out.

If you are still experiencing the issues here I would like you to send me over some details in a PM so that I can share user examples with the right teams.

I'm looking for the following in a pm please:

1. Your Sky Stream device MAC (found in settings > system management > system info)
2. Your Sky Stream Serial Number (Found in settings > system management > system info)
3. Visit https://whatismyip.com and confirm what your Public IP Address is & share this as well in the PM

Once I have some user examples of this in PM I'll share this with the relevant team and aim to update you all once I have more information to share on this.

As always, I'm marking this as best answer (for now) to ensure the post is easilly findable for new users joining the thread.

Thanks,

[Super+Anthony]

@Daniel-F Unfortunately it won't let me send any messages. Not sure why. You able to look into this please. Also for your question on MAC there is nothing under settings for this?

 

[GD1]

@Super+Anthony  Under View your profile, click edit profile, then select Preferences, select messages make sure Turn on Messsages is ticked.

Yiu should then be able to send and recive PM's