Sky Stream - Hyperoptic Broadband issues

[Super+Anthony]

Am on the phone with HO and there kind lady is going to call me back at 4.30 after getting permission from a senior to change my settings hopefully

[LV4]

I've changed my DNS settings and all seems to be working fine now. 

thanks to those who posted the tips on this.

[David744]

Hey everyone, 

I have had ongoing issues for months with technical fault issues. The issues have certainly been worse in the weeks with all the tv’s in home showing a technical fault at least 50% of the week.

This thread has been exceptionally helpful in identifying the issue back to a DNS problem with Hyperoptioc.

I can also confirm this is 100% the case. I spoke with HO and they have confirmed this is very much a known issue. They actioned a DNS change for me their end and my Sky TV service is functioning. My DNS was set to google (88888) I am hopeful this is a permanent fix and will keep you updated but anyone with similar issues and especially those with HO broadband services should know that this isn’t a SKY glass issue per  se it’s a HO DNS issue.

Hope this helps and thank you to all who have continued on this thread.

[DANP]

All resolved for me since yesterday when Hyperiptci changed DNS settings and fingers crossed no issues so far! 

Issue clearly lies with DNS/Hyperoptic, but Sky I have to say have been very poor and slow in communicating and resolving the issues.  

I, for one, had to use my own initiative to resolve by contacting Hyperoptic. 

[Super+Anthony]

My DNS has just been updated.

[DavidIH]

Hi.

Did you make the change yourself, or did HO do it? If so, did you have to contact them to get it done or do you know if they're rolling out the change to all routers.

Thanks in advance - David.

[David744]

HO made my change when I called them

- took less than 20 mins all in.

I believe you can do it yourself also though and looking at Google it doesn't seem particularly complex to change the DNS on your router 

good luck 

[Super+Anthony]

I called them but it took 3 different calls/ people from HO to be successful

It looks like they have put me on Cloudflare looking at my address on my laptop so positive news at this stage

[Chris+M+Morris]

I changed the DNS settings myself as @PMacDamm  has suggested here and I've not see the words "Technical Fault" for the past 24 hours. Thank you and also many thanks to everyone who have contributed to this thread over the last week.

For anyone struggling to find out how or where to change the DNS settings I found the Hyperoptic User Guide for my router (ZTE H3600) gave clear instructions. I would assume this is the same for all the different models of routers out there and the user guides are all available on the Hyperoptic website.

[DavidIH]

Morning all.

I don't want to tempt fate, but our Sky has been working fine since yesterday. I can only assume HO and Sky have got their acts together and made the required changes.

Now Sky just need to get the occasional lip syncing issues with Stream. 

David. 

[Super+Anthony]

Even though HO not confirmed at this stage, but it all points out to the server that was causing the problem. I also spoke to Sky and they have said they are awaiting updates from HO. I also don't want to tempt fate, but since being put on cloudflare, it's better. Also when I load up the puck for the first time each day, I am not seeing the please wait blue screen

[DEAG60]

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@Jporch316 wrote:

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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 

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It can be left permanently, no need to undo it

[Super+Anthony]

My primary one is 1.1.1.1. I will change the secondary one from 1.0.0.1 to 8.8.8.8?

[DEAG60]

What model is your Hyperoptic router, there are a few

[Super+Anthony]

Have decided to keep the DNS on the same

 my friend who is very knowledgeable mentioned it's best to keep with what HO have changed

Cloudflare 1.1.1.1 and 1.0.0.1

@DEAG60 Got no idea unfortunately