Origin ISP

Hi all.
Has anyone on here had this problem? About 4 or 5 months ago, our Sky + box stopped downloading on-demand content (box sets etc). Sky said it was an issue with the box and talked us into taking Sky-Q. Since installation two weeks ago, we have had issues with not getting the on-demand services. Origin technical support recommended some router changes and a static IP address. We have had Sky engineers out to it twice and can now get on-demand but not Netflix (the Netflix account has been changed to Sky) and the voice activation on the remote control fails on both the main box and the mini. The router is the ASUS DSL N-16 and the Sky-Q box is hard wired to the router. Origin say they know of the issue but don’t have a fix yet. Sky say that some customers have replaced the router and that has solved the problem. Any advice would be welcome.

Edited by deleted (Fri 30-Oct-20 13:26:55)

The N16 is a pretty old device, believe only 802.11n wireless so will have lots of potential wireless problems.

What is odd though is that the on-demand was not working and is now, and without knowing what the Sky engineers did hard to say, if they ran an Ethernet cable to connect Sky box using that rather than wireless then that is issue.

The mini is probably using wireless - is that right?

Are you on a ADSL or VDSL service?

I think the mini connects to the main box via it's own wireless mesh rather than via the router so routers wireless capabilities shouldn't make any difference.

Does Netflix work from a different device (ie phone, laptop, etc)?

Blames a week of damp weather rotting one of my brain cells

Yes Sky mini is wifi. Sky Q box is ethernet cabled (have tried it wifi but no different). Netflix works on other none Sky devices so it must be a comparability issue between the Sky box and router or ISP. MTU was reset to 1492 and the DSN to 1.1.1.1 and 1.0.0.1 Many thanks.

Edited by deleted (Fri 30-Oct-20 13:34:44)

I don't know the router you are working with but this sort of thing has been seen before with a different ISP/router combination - that is BT and their BT Hub.

The BT hub had (and I think still has) a page that would pop up the first time you connected a new device to the Internet. The page is there to "help" the user make sure everything is configured properly. This was fine if you were accessing the Internet from a browser where you could see the page. But, if you happened to be using something that didn't connect via a browser (like Amazon Echo, Sky box, etc) then you couldn't interact with the page and wouldn't be able to get to the Internet.

On BT it is called "smart setup". Perhaps there is something similar on your router getting in the way?

There was a mass issue a couple of weeks ago with downloading to Sky boxes. Sky servers had major problems and took over 24 hours to fix for everyone.

Same thing happened a couple of years ago.

Just to update. Having spoken to a tech at the IPS. He took the issue to a higher level. Sunday afternoon everything was working. Don’t know what was done but glad it was. Thanks to all for your input. 👍