Hyperoptic technical fault

[Exiled-in-HH]

@Ed1 you could submit a formal complaint to Hyperoptic and request compensation🤔

[QuaysGary]

Just to make you aware that mine is not working again just now 

[Ed1]

@Exiled-in-HH Do we know that it's Hyperoptics fault, as apposed to Sky? Or a combination of the two?

[GD1]

@Ed1  As the posts in the last few days all indicate they are from Hyperoptic customers, if it was specifically a Sky issue there would be dozens more posts from users on Sky Broadband or other ISP's

[QuaysGary]

@GD1 yes but similarly there are no problems with hyperoptic and any other service so by that reasoning the issue lies with Sky. I think when two things arent talking to each other, its difficult to pin down the blame!

[MarkGoldsmith]

From reading this thread it sounds like its more to do with DNS configuration issues on the Hyperoptic end than anything else.

The sky streaming platform is internet based, so it  needs to be able to resolve the relevant DNS records for the system to work.

[Exiled-in-HH]

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@Ed1 wrote:

@Exiled-in-HH Do we know that it's Hyperoptics fault, as apposed to Sky? Or a combination of the two?

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You are the Hyperoptic customer submit a formal complaint and request compensation ... and you'll find out if Hyperoptic want to blame Sky😉

[QuaysGary]

A hyperoptic engineer is on his way to mine now to see the problem live as it were, Ill keep everyone updated on what he finds.   I bet it will start to work fine once he arrives 🙄

[QuaysGary]

Update

I had the hyperoptic engineer here and he was talking to the top tech guys at hyperoptic to try to identify the problem. They havent fully found out exactly what is causing the issue but they have narrowed it down to an issue with ipv6 so they have disabled ipv6 on my router for the time being and are further analysing all the data they captured when the issue was occuring. My router is now set to just use ipv4 and this has resolved the issue for now.  They are also going to put the technical information on the hyperoptic support channels so if anyone has a problem they should phone support and they should be able to apply this fix for you.

[LV4]

I've had this issue on and off for last couple of weeks (only moved into new house 6 weeks ago so new to both Sky and HyperOptic)

it's happened again this afternoon on two pucks. Sigh. I've managed to resolve by switching them off and rebooting router then switching on again. For now - daren't change channel! 

Very much agree with other posts - this needs a proper fix to resolve once and for all. 

[BruceLowe]

Received confirmation from the Hyperoptic Online Support team (via Instagram) tonight that changes have been made at their end and to restart router to implement the updates. Wasn't working yet again when I got home tonight but after the router reset seems to have done the trick and working.....for now. Let's see what happens over the next few days. No response from my Support Ticket but these folks from the Online Support team are very good having dealt with a previous (and unrelated) issue I had during set up. Lets hope whatever they've done fixes this ongoing issue for everyone. 

[BruceLowe]

Well that didn't work! Had two hours of football, now it's back to all channels having technical issues once again. More work required Sky / Hyperoptic. Very frustrating once again. 

[Daniel-F]

HI all,

Just to update you on this.  We are aware that the issue is still on going so thank you so much for everyone that's replied back to since our last update on this one. 

Support teams are continuing to work to resolve this. 

Thanks

[Super+Anthony]

I just got a message saying technical issue when scrolling around on the Home Screen

Thank you @Daniel-F and everyone at Sky in dealing with HO with the issue, it's very much appreciated 

[Jonrach]

Can we get an update on this when it's going to be working? I have had 4 boxes in 7 weeks of being in!! Just want to watch the football