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Discussion topic: Sky Stream - Hyperoptic Broadband issues

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This message was authored by GD1 This message was authored by: GD1

Sky Stream - Hyperoptic Broadband issues

Posted by a Superuser, not a Sky employee. Find out more

Thread created with more relevent title

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.


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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: Sky Stream - Hyperoptic Broadband issues

Posted by a Sky employee

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,

Daniel
Community Moderator

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This message was authored by deejay187 This message was authored by: deejay187

Sky stream not working on multiple pucks

Sky stream not working for several hours. Got 5 pucks in the house. None of them are streaming any live channels or on demand. Netflix is working through the puck.

 

Spoke to support, unable to resolve as of yet. 

is there a wider / known issue here? 

GD1
Topic Author
This message was authored by GD1 This message was authored by: GD1

Re: Sky stream not working on multiple pucks

Posted by a Superuser, not a Sky employee. Find out more

@deejay187  There is no wider issue, it's likely to be a local issue.  How are the pucks connecting to your hib?

 

What error messages are you getting?

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

This message was authored by deejay187 This message was authored by: deejay187

Re: Sky stream not working on multiple pucks

Hmm. How come I can stream Netflix via the puck with no issue?


Pucks connected via WiFi. All 5 of them. Netflix speed test via Puck 400Mbps. Hyperoptic full fibre. Mesh network. 

This message was authored by deejay187 This message was authored by: deejay187

Re: Sky stream not working on multiple pucks

I've tried rebooting pucks. Leaving off for several minutes, rebooting my network  etc. One of them won't even reboot after hard reset now. It's stuck on connecting when trying to update. 

This message was authored by Alison1a This message was authored by: Alison1a

Re: Sky stream not working on multiple pucks

My sky stream is not working either. I can watch apps but not sky

This message was authored by Ifu03440 This message was authored by: Ifu03440

Re: Sky stream not working on multiple pucks

I have the exact same issue tonight, also with hyperoptic broadband. Phoned sky and they said they had other customers report the same with hyper optic. Seems to be a connection issue between sky stream and the broadband. 

four pucks, non working and one stuck after trying to do a factory reset. 

This message was authored by deejay187 This message was authored by: deejay187

Re: Sky stream not working on multiple pucks

That's really interesting. I am trying to understand how it can be an issue specific to Hyperoptic but it sounds like that might be the case if there's a bunch of us having this issue.  @Ifu03440 

This message was authored by Gordon_Hunter This message was authored by: Gordon_Hunter

Re: Sky stream not working on multiple pucks

Yep, same issue with 2 stream boxes. I have had a hyperoptic/Sky combination in my new build for 5 months and it has been shocking. Both companies blame each other. I can use apps on my Sky stream but not TV. I tried tethering through my mobile phone (5G) and it works well. Very frustrating 

This message was authored by Gordon_Hunter This message was authored by: Gordon_Hunter

Re: Sky stream not working on multiple pucks

I had Virgin Media before I moved house, it was great. I had Sky before that for years before that with a dish and it was great also. Sky stream is a failure, I have completed feedback surveys and they have been ignored. I work in technology so know what I'm talking about but the support desk treat me like an idiot. Sky as a broadcaster is superb but the stream service is letting them down. 

This message was authored by KevNewMedia This message was authored by: KevNewMedia

Re: Sky stream not working on multiple pucks

Posted by a Sky employee

Morning Everyone

 

Thank you for bringing this to our attention, and I'm sorry for the problems that you are having.  Our support teams are working with Hyperoptic to get to the root of the issue.

 

Thank you @GD1 for tagging us 😀

Thanks
Kev
Community Manager
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky stream not working on multiple pucks

Posted by a Superuser, not a Sky employee. Find out more

@deejay187 wrote:

I am trying to understand how it can be an issue specific to Hyperoptic 


Typically such an issue results from routing changes within an individual ISP, so traffic doesn't reach its intended destination.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by sparrow1922 This message was authored by: sparrow1922

Re: Sky stream not working on multiple pucks

Any update?

 

GD1
Topic Author
This message was authored by GD1 This message was authored by: GD1

Re: Sky stream not working on multiple pucks

Posted by a Superuser, not a Sky employee. Find out more

@sparrow1922  When there is an update it will be posted.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

This message was authored by KevNewMedia This message was authored by: KevNewMedia

Re: Sky stream not working on multiple pucks

Posted by a Sky employee

Hi Everyone

 

Can you restart your router and pucks please and let me know how things go please? 😀

Thanks
Kev
Community Manager
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