Sky Stream - Hyperoptic Broadband issues

[Super+Anthony]

Thanks @GD1 they are already turned on! Any other ideas. Maybe I could email @Daniel-F 

I have deleted all my sent messages as it said it was full. Still doesn't work

[GD1]

@Super+Anthony  That should work, I would try logging out and delete cookies in your web browser settings menu  then try again.

[GD1]

@Super+Anthony  Are you getting any error messages?

If you've pasted text that contains HTML code that would most likely stop a message being sent.

[Super+Anthony]

Finally all done. Thank you so much @GD1 

You were right about the copying. I had to do it manually . It basically said my sent items were full despite none in there

@Daniel-F you should have the info. At present the only issue I an having is the please wait blue screen when I turn it on for the first time. Currently don't have any other issues, but don't want to get too excited

[Super+Anthony]

Just spoken to HO and they have updated by saying they thought it was fixed but they are now aware from many of us that there are still issues and they have agreed that this is the case. The best solution at present is to change the DNS, which many of us have already done but they are trying hard to get another fix

[Super+Anthony]

@Daniel-F You so efficient and helpful, thank you. I have responded

[Daniel-F · Accepted solution]

Hi all,

Thank you so much for your patience whilst we worked through the problem with Sky Stream and Hyperoptic Broadband connections.

Thanks to your continued help, in sharing examples and experience, both teams have confirmed the core issue regarding live TV & on demand content is now resolved. When tuning to live channels or watch on demand, the connection was being blocked in the network, resulting in the problems that some Hyperoptic customers were seeing.

Third party apps operate differently, which is why some users found that their apps worked fine. This was a niche problem affecting some Hyperoptic customers, which is why it took longer than we'd have liked.

I'd like to thank everyone for taking the time to comment whilst we worked to resolve the problem.

We will be looking to close this thread down shortly but for any users experiencing symptoms separate to the above, feel free to start a new thread on the issue 🙂

Thanks,

[Super+Anthony]

Thanks @Daniel-F . You guys have been awesome. Are we saying that HO have sorted the issue with regards freezing screens and restarts, except to the Please Wait on the Home Screen?

 Would it make sense to keep this ticket open for another week or so?

[Daniel-F]

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@Super+Anthony wrote:

Thanks @Daniel-F . You guys have been awesome. Are we saying that HO have sorted the issue with regards freezing screens and restarts, except to the Please Wait on the Home Screen?

 Would it make sense to keep this ticket open for another week or so?

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Hi @Super+Anthony 

The team have been focussing on the main concerns in the thread specifically tied to the issues with Live TV and Sky On demand content.  This doesn't affect any other issues you have listed here.  This isn't a ticket as such but rather the objective of this threads been completed. 

If HyperOptic have indeed confirmed to you that the issues you are experiencing are indeed being worked on, these will likely be separate to the above and my advice just now would be to keep in touch with them for any additional updates until such a time as their advice changes on that matter 🙂  

Thanks,

[Super+Anthony]

Thanks @Daniel-F and will do. 

[BruceLowe]

I think today was the first time in 3-4 months that I didn't have the frustration of error messages and router restarts. Hoping to never see these again any time soon. Thanks again 👍🏼

[mrwwt]

Does this mean we can now set the DNS back to default if we changed them to the 1.1.1.1 and 8.8.8.8 settings (which completely fixed it for me) ? 

[CarlW59]

The HO router uses there own DNS servers unless specified so I followed the instructions in the router manual and added Google DNS servers (8.8.8.8 and 8.8.4.4) and it's worked perfectly for over a week (so far!) 

[Super+Anthony]

I am using Cloudflare 

As mentored HO have said there are still ongoing issues

I wouldn't go back to the old DNS at this stage

[Super+Anthony]

• 2 more issues over the weekend

 1. was watching iplayer Saturday and it froze and then system kicked me out of the app and got a black screen

 2. Sunday when plugged in via Ethernet, everything froze for 5 minutes or more and then puck turned off and restarted. This was when watching UHD Sky sports main event