sky stream puck through gigaclear

[Marxle]

Spoiler

Hello all,

have a client that has just signed up to sky stream. 

Her internet provider is Gigaclear with 194mbps. 

She was unable to setup the new puck just kept hanging, and after long calls with Sky they replaced the Puck next day only to have the same issues. This is when she called me in. 

I hard wired the puck direct to router and it still was unable to setup, so then took it to my office and tried it on different ISP. Setup prefectly within 3 minutes. 

Returned setup puck to her house and it just came up with technical fault on every channel except for sky news. There are no LIVE channels or TV guide. 

As a temporay fix i have a sim card wifi unit sat behind the puck connecting to the internet through 4g and it works fine like that. The problem is definitely with gigaclear but have not foud anyone that can shed any light on what the problem might be. Sky technical support just got her to full factory reset router which ended up causing no end of issues with wifi throughout the property and didn't resolve the puck issue at all. 

There must be some setting within gigaclear causing it to block sky stream from passing through properly, any ideas anyone?

[stereohaven]

I would be surprised if Gigaclear "blocked" Sky Stream in some way on their network, they have a partnership to supply Stream!

Did your client buy direct from Sky or via Gigaclear?

[Marxle]

sky stream bought direct from sky

not suggesting gigaclear is blocking purposely, rather there are settings in gigaclear router causing it to be blocked. 

The fact that puck works perfectly through my office network and through the 4g wifi but only sky news works when conneced to gigaclear router seems odd to me and that there is something going on with the router. 

[GD1]

@Marxle  Have you rebooted your gigabit router?

[Marxle]

Yes the gigaclear router has been rebooted. 

Made no difference. 

Everthing else throughout the house works fine on the network, and an appletv unit works fine on the same network cable. Just the sky puck that doesn't work. 

The pictures (banners) do load slowly but can not play any channels. 

[Chrisee]

@Marxle Given Gigaclear act as a Sky reseller implies there maybe an issue related to the fact your customer went direct to Sky. I would advise them to call Gigaclear's support to check if this is a known issue. As you have proved the pucks work properly when connected to a different isp. 

[Exiled-in-HH]

Cancel the Sky order and order Sky Stream through gigaclear.