Sky Stream not working on 4th Utility Fibre

[Dawkins70]

So is it down to the 4th Utility router being useless?

I don't like the fact that you can't log directly on the router to check logs. change the ssid etc..

[Robc1212221]

I'm not 100% sure if I'm honest all I know is when I switched it out and used the PPOE settings it has worked since. But if anything changes I will update here. I am all most sure it's more 4th utility side then it is SKY if I'm honest and they are just making excuses. The only other ISP that had this problem was virgin media and that was resolved.

[Phead1414]

Hi Rob,

can you explain to me what I need to do to get it working? Happy to buy new router etc but it's driving me mad. 

[Robc1212221]

@Phead1414 hi problem is I can't guarantee that it works but for me it has but if you do have a good router laying around that lets you enter your PPOE settings you get these details from your 4th utility account. I brought a tp link archer router wifi6E and it's been working but as I said before it may just be a fluke and I cant guarantee it works for everyone.

[Dawkins70]

Hi @Robc1212221 

Did you have to request a  Bridge device from 4th Utility to connect youy Wi-Fi router?

I'm thinking of giving one of these a go - https://www.amazon.co.uk/gp/product/B0D74N5PM8/ref=ox_sc_act_title_1?smid=A3P5ROKL5A1OLE&th=1

Cheers

[Johno159]

Hi, had the same issue, if I disconnected 4th Utility router and ran it through phone WiFi, no issues at all. 

Removed ethernet from router to Sky Glass and ran network through my Eero Mesh and Sky now operated through my mesh WiFi and all works fine now.

If I had a spare port on my Eero I could still connect by ethernet but port is in use. 

Hope this helps. 

Basically my Sky thought my server was based in the US.

[Niksom]

i am having these exact issues since changing to 4th utility . are you any closer to a solution ?

[Phead1414]

Did you simply swap your router from the wall connection to the eero router and it worked? 

mine is currently stuck on the updating software page! 

[CharlotteBrogan]

I have had a good experience with both Sky and 4th Utility customer service and the current status of things is as follows;

4th Utility Cheif Technical Officer now has contact details direct with Sky to technically resolve the issue.

There is nothing the consumers can do at the moment, it is just waiting for Sky to update their steaming protocol in line with the error messages that Sky will be able to see on their end. 

My advice would be is to register your complaint with Sky stating when the loss of service occurred and that your are expecting a loss of service compensation which will be payable upon the resolution of the issue. 

I know this seems like paying for a service that you are not currently receiving is not great but the credit to your account will then pay for your bill moving forward so overall you will see the benefit. 

Good Luck Sky, hope you resolve the issue with your streaming protocol and look forward to getting my Sky back up and running

[Dawkins70]

Hi @Phed, 

I got past this stage by connecting to my mobiles hot spot. You may have to turn off you wi-fi or disconnect your network cable, turn the tv off and on to force it to prompt you for the connection settings. Once it's updated set your wi-fi back to your router. Once you get past this at least you can watch other streaming services till the sky issue is fixed. 

[Robc1212221]

@Dawkins70 I just brought a router with Wlan and then ran ethernet direct from the modem on the wall to router you then have to enter the PPOE settings to get it to connect 

[Nick471]

My sky glass been down 2 weeks been on phone to 4th utility and sky about the issue  and told by 4th utility that they can't do much about ip address issue as it's sky with the security problem with the ip address and I can't cancel 4th utility contract  any idea when it's likely to be reaolved?

[tigershuffle]

Hi seems I'm in the same boat. Set up my Fathe- in-laws City Fibre/4thUtility (1gig) modem with Sky stream puck on Thursday day. Worked fine from 4pm til 9pmthen blue screened. 

He spent all day Friday following the reset restart instructions getting V frustrated (he's 78).  I spoke to Sky in the evening both of assuming it was the pucks problem. Agent sent a new puck in Saturday's post which was amazing speed. Including a £10 Tesco voucher for the problem.  Spent all day obliviously trying to get the new one to work.

Seems the Agent was unaware about this "known"  ISP problem.  😒

[davekimbo]

Wish I had read all of this first! I have resorted to a factory reset on my puck to try and restore the live tv but now the puck just stalls at the 'downloading updates' page and eventually sends you back to the qr screen where it tells you to check online on how to fix the issue, which just sends you in a loop back to the start! So now I have no live TV or any streaming featues as I cannot get it restarted 😞  

[tigershuffle]

Exactly the same frustration for my in laws... compounded by being my recommendation 😬