Sky Stream not working on 4th Utility Fibre

[dedmunds27]

Sky Stream is working as long as I use on demand apps, Netflix and such like, 

The moment i try to watch live TV all i get is Technical Fault, 

I am struggling with this now, I have mesh wifi throighout the house and have moved the Stream and plugged it directly into a CAT 6 cable, 

Speeds into the stream are awful, less than 10mb, but my laptop sitting next too it is getting over 300mb

does any one know if there are any restrictions placed on 4th Utility ISP? 

thanks

[lettice]

If you are using ethernet, make sure you turn wifi off in the Sky Stream puck settings as;

Turn wifi OFF under Network if connected via ethernet.

Also, why you are in settings also Set Network standby mode to ON and Overnight power saving to OFF

Once, you have made that change do a settings restart.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

The restart ensures your settings changes are set, as well as doing a power reset and kind of cache update.

After doing this do a Sky Stream puck Netflix app speed test;

Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.

[mikealanr]

Hi @dedmunds27 

So you need 25Mbps for HD and 30Mbps for UHD. So that will be why you are having issues. 10Mbpsnis far too low. When you plugged it into ethernet did you disable WiFi in the settings and reboot your puck? Bizarrely it doesn't prioritise ethernet over WiFi like most client devices and you need to disable it.

Not aware of any restrictions, wondering if there is any QOS settings on your router? The only thing we have seen with smaller ISPs / altnets is non UK IP address ranges causing geo location issues, however if this was the case wouldn't expect iPlayer etc to work.

MikeAlanR

[Johno159]

Having exactly the same issue, when I turn 4th Utility broadband off and connect sky through my phone WiFi, everything is working fine. Only started poorly early evening. 

When I search up address it shows a Manchester, when I run speed test via 'Fast', it shows as Ashburn US.  This was the issue when I first had 4th Utility, appears to be raising its head again. 

[Johno159]

The stupidity is, my puck is working fine, it's the Sky Glass that is having the issues. 

[lettice]

@dedmunds27 

@Johno159 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

Escalating-a-post-to-a-Sky-expert 

[Robc1212221]

My Sky Glass TV is experiencing a 'technical fault' on all live channels since switching to a new ISP. The TV worked flawlessly with the previous Sky internet. After the new ISP installation, it functioned for about an hour, then all channels stopped working, displaying the 'technical fault' message.
Troubleshooting Steps Taken:
* Sky Glass Resets: Performed all recommended power cycles and factory resets.
* Router Changes: Tested with two different routers, including one using PPPoE settings.
* Network Adjustments: Tried using public DNS servers, setting a static IP address, and adjusting firewall settings.
* ISP Testing: Confirmed Sky Glass works correctly with the old Sky internet, indicating the issue is specific to the new ISP.
* Connectivity Check: Verified the Sky Glass has an active internet connection as apps on the TV function correctly. Sky Go also works on other devices on the network.
* ISP Communication: Contacted the new ISP, who claim there are no issues on their end.
Conclusion:
Despite extensive troubleshooting, the problem persists, strongly suggesting a compatibility issue between the new ISP's network configuration and the Sky Glass TV. The fact that it worked for a small amount of time when a new router was installed, also points to some kind of network conflict. While the ISP claims no issues, the evidence points to a network configuration issue on their end that is stopping the sky glass from working correctly."

[MarkGoldsmith]

@Robc1212221 who is your new ISP? Previously of this forum there have been reports of some alt-networks having issues with the sky streaming platform

[Robc1212221]

4th utility full fibre 1gb. Switched as sky only offered 60 mb in my area 

[lettice]

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@Robc1212221 wrote:

4th utility full fibre 1gb. Switched as sky only offered 60 mb in my area 

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I've moved your post to this thread with other customers having same issue from this isp

[GD1]

This has been raised to Sky in the closed forum to see if they are aware of this issue.

[Lisa-P1987]

Thanks for escalating this. We’ve sent both dedmunds27 and Johno159  an invite to chat.

[Robc1212221]

iv been having the exact same issues as above you can see what i put with my investgation to what it could be. now my IP on some places picks up in manchester but in other places picks up in USA - i have spoken to 4th utillity and they explained they purchased IPs from different countrys but have made them all UK based. and that sky had not updated there list of IPS to reflect this ? i asked them to investigate further as i think this is the issue of location and why sky keeps not working. i have a ticket with sky already but i saw you had put this on here so wanted to add my findings 

[KevNewMedia]

Hi Everyone

Thank you for highlighting this problem.

Our Support teams are investigating this problem and as soon as I hear back from them, I'll update everyone.

I'll mark this post as the answer, so everyone knows what the most recent update is.

[Johno159]

Thank you,  I have found a work around for my system, I've disconnected my ethernet cable into my Sky Glass and have gone through my mesh network WiFi.