Sky Stream - Hyperoptic Broadband issues

[BruceLowe]

I'm back to not working. Been fine all day for my wife, yet another technical problem with itv so football will have to be watched on ITVx.  Come on Hyperoptic/sky let's have a permanent fix to this issue please. 

[mrwwt]

Thanks all for posting this. I've been on at Hyperoptic for months about this – been on holiday last few days so glad they treat it as a "known issue" now, i'll call them as soon as I get home. Apart from this issue, Hyperoptic has been brilliant (and so has Sky Glass/Stream), so I didn't want to change any of them, but this issue was becoming a pain

[Super+Anthony]

I also spoken to Hyperoptic today after talking to a lovely person at Sky yesterday. When I spoke to Hyperoptic they made some changes to my router, not sure what, but they have assured me that they will continue to work on these issues with Sky. I asked how long but they could not say!!

[Robert0072]

I raised a support ticket with Hyperoptic.

[Robert0072]

Has anyone tried with a different router? I'm tempted to swap with a relative to see if it helps.

[Super+Anthony]

I have lost speeds again with hyperoptic so am in a queue and calling them again. 

[Super+Anthony]

Spoke to Sky as well today and they were exceptionally helpful. Still no updates with regards the issues though. As I mentioned to the individual, the main thing is both parties have admitted there are issues still. We just have to be patient, but Sky are fully aware of the frustrations for us as customers

[mrwwt]

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@Robert0072 wrote:

Has anyone tried with a different router? I'm tempted to swap with a relative to see if it helps.

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Funnily enough the first time I called hyperoptic about this (about 3 months ago), I was told it was a "faulty router" so they sent me a new one (I had the ZTE one and they sent me the Nokia one). The router itself is better generally than the old one but specifically regarding the Sky issue it made no difference at all unfortunately

[Robert0072]

Until this issue is resolved, SKY should test all ISPs for compatibility, and tell potential customers what ISPs their product is incompatible with.

[MarkGoldsmith]

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@Robert0072 wrote:

Until this issue is resolved, SKY should test all ISPs for compatibility, and tell potential customers what ISPs their product is incompatible with.

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ISPs change configurations of their services quite frequently so that suggestion is quite impractical impractical.

The Sky streaming platform is designed to work on any ISPs as it just requires an internet connection, unlike for instance Virgin stream which currently is only available for Virgin broadband customers. 

For example some customers have occasional because their ISP have allocated them a non UK IP address, that doesn't mean the service isn't supported on that ISP it just means the customer needs to be allocated a new UK based IP for the service to work.

[Robert0072]

"The Sky streaming platform is designed to work on any ISPs as it just requires an internet connection". This obviously isn't the case as HO customers have found.

[Jporch316]

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@Robert0072 wrote:

"The Sky streaming platform is designed to work on any ISPs as it just requires an internet connection". This obviously isn't the case as HO customers have found.

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The issue is with configuration on HO s systems ..... 

as stated there have been issues previously with 3 s mobile networks with dns settings which 3 rectified and also issues because skys service is geofenced to uk only IP addresses.

this is an issue that can only be fixed by a configuration change by HO on their network or routers. 

[Super+Anthony]

Agree fully @Robert0072 

I do hope HO and Sky can sort this out asap. Both have been helpful but Sky as you say need to update their wording particularly for new customers

HO told me my issues with the speed is separate to the issue with the puck, but I do wonder if this is the case

[Robert0072]

"The issue is with configuration on HO s systems". If you let me know what it is i can get in touch with HO, unless this has already been done by SKY. It should really be SKY that's doing this, not individual customers.

[Exiled-in-HH]

Have you checked with Hyperoptic whether Sky have or have not done  that?

Isn't it upto Hyperoptic to implement whatever information Sky have supplied to Hyperoptic?