Sky Stream - Hyperoptic Broadband issues

[DavidIH]

I spoke with an HO rep earlier this morning and they made the DNS changes for me. TBH I would have been comfortable doing it myself but thought it better to get HO to do it, just in case. No further technical issues so far.

HO say they and Sky are still working on a permanent fix.

[Super+Anthony]

Just spoke to HO and gentleman was very helpful. He is not sure if the issue I had with regards the crashing of the app is the same, but he agreed that whether it's an app or a channel, it's really the same thing with regards crashing. They are still aware of issues but are confident that there will be a permanent fix. They think it's an issue with their router / broadband communicating with the Puck 

My router now crashed and lost connection and technical issue

[EdwinvB]

HO reset the router and did something to work around and this fixed the problem. They will monitor this for the next 24 hours and are also sending a new router, which should also hopefully help.

[BruceLowe]

Despite HO's going support, my Sky Stream is playing up once again and is worse than before. I guess I'll need to wait until sky and Hyperoptic work this out properly...I mean it's only been 4 months since this was originally flagged to Sky....it's still early days! 🙄

[Super+Anthony]

@BruceLowe You and others are right. Regards to this long term issue and between the router and stream, they (HO) said that they know there is still an issue. At least they are saying things and admit to the fault. 

It just seems to be going for a long time. Hopefully Sky and HO have a long term answer and plan

[gmhaggis]

I  been having this issue increasingly with my Sky Stream, getting apparent technical fault messages either when try to starting to view "live" TV channels or broadcasts being interrupted with it.    Came on here to report or see if any solutions.    I am also with HO for my broadband.  Now wondering if this could be any thing to do with their use of CGN (Carrrier Grade NAT) to manage IPv4 addresses ?  Is anyone who has a static IP address from HO having the same issue ?

[Super+Anthony]

@gmhaggis Sorry but what is a static address and how do we find out? All I know is as mentioned from talking to HO, there are known issues. My guess will be that it's only going to be fully working once HO and Sky have done the update

[Super+Anthony]

Still getting the please wait at start up... hopefully there will be good news this week and a fix. All very frustrating to say the least. I do still love stream but not the issues that should have been dealt with much earlier

[Adrian3132]

Constant issues with sky glass technical fault unable to view channels or planner 

[GD1]

@Adrian3132  How is your Glass TV connected to your router?   Who is your ISP?

Can you open the Netflix app on Glass and go to Get Help and run the network test.

If speeds ae less than 25mbps for HD & 35mbps for UHD then this will be your issue.

If you can try using ethernet between the TV & Hub.

[Adrian3132]

Connected wireless checked on the netflix on glass getting 156mbs 

[GD1]

@Adrian3132  Who provides your broadband service?

[Adrian3132]

Hyperoptic 

[GD1]

@Adrian3132   I have merged your post to this existing thread that is discussing the same issue. 

[gmhaggis]

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@Super+Anthony wrote:

@gmhaggis Sorry but what is a static address and how do we find out? All I know is as mentioned from talking to HO, there are known issues. My guess will be that it's only going to be fully working once HO and Sky have done the update

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A static IP address is where your ISP (in this case HO) gives you a fixed IP addres which never changes.  You should know if you have this as you need to request it and HO charge an additional monthly fee.  It will appear on your bill as such.  The default is you are assigned a dynamic IP address that is changed periodically.  This normally shouldnt cause any problems, but HO use a mechanism knows as CGN to assign dynamic IPs and this has been know to cause issues withs some internet services and some VPNs.