topic Re: You can't watch TV at the moment as there is a connectivity problem in Archive

You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Tue, 02 Jun 2020 16:46:30 GMT

Sky Q 2TB Box / Sky Hub

Error message appears while watching a recording or a download.

Screen goes blue, but sound continues for a further 10 seconds or so before that also cuts out.

You have to press the back button to clear the error, and just for a second you can see that normal TV has also stopped, with the same error message. After a second, normal TV kicks back in.

Normal TV works perfectly well, with no connection problems. It's only recordings/downloads that don't work.

WiFi is switched off, because I use a powerline to the router. BUT... I only bought the powerline, because I thought poor wifi was causing the issue. So I get the error over both wifi and powerline.

I've done the hard reset of the router and the main box. I'm not using any mini boxes at the moment.

So why does it issue a connectivity error while watching a recording on the main box?

And why does it advise clicking 'help' on the remote before asking you to check the connections on your MINI-BOX?

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Tue, 02 Jun 2020 16:51:48 GMT

I should also add... it's not a hard drive problem.

You can fast forward at 2x speed and view the entire movie. It's only when you hit play that the error appears.

Re: You can't watch TV at the moment as there is a connectivity problem

Lisa-P1987 — Tue, 02 Jun 2020 17:45:42 GMT

Hi @Dan+Q The help takes you to a help section with pre loaded videos on how to resolve some issues.

The recordings do not use the internet so I also don't think its wifi/internet related. And if you have reset the hard drive already its unlikely to be the hard disk at fault.

One thing we like to do for recording on demand issues is go through a different type of reset. Its in the same place as the hard disk reset, except its the reset settings option. Follow this as you did with hard disk reset and see how you get on.

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Tue, 02 Jun 2020 19:10:51 GMT

I hadn't reset the hard drive... I just said I was sure it wasn't the problem.

I have now reset the hard drive and the problem is still there.

I have also reset the settings, as you suggested, but the problem is still there.

Re: You can't watch TV at the moment as there is a connectivity problem

Lisa-P1987 — Tue, 02 Jun 2020 19:20:28 GMT

Think it's time to give us a ring then @Dan+Q We are open 7am till 11am everyday

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Tue, 02 Jun 2020 19:43:34 GMT

OK... I did another hard reset (unplugged router and main box for a few minutes) AFTER resetting the hard drive, and I've now managed to get 20 minutes of a movie uninterrupted, so far. Couldn't get 20 seconds before. So it may be fixed.

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Mon, 07 Sep 2020 22:23:24 GMT

It's not fixed.

Been a while, but for the first time since June I tried to watch something on catch-up (BBC2), and 6 minutes in I get the message 'You can't watch TV at the moment..." etc.

Unplugged everything and booted everything in the correct order... and still get the error.

So, am I supposed to wipe my hard drive again? Is that the solution every time I want to watch a recording or a download???

Also, about every 5 days I have to unplug the main Sky Q box because it won't turn on. I know that occasionally this is required, but every 5 days? Is that normal? Turn on the TV to watch something, but miss the first 10 minutes because you have to wait on the Sky Q box re-initialising... That can't be right.

Not trying to disparage Sky (I work for them!), but there never seems to be any real solutions to these problems.

If I'm watching a recording, how/why can it possibly issue an error message about connectivity?

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Sun, 20 Sep 2020 22:06:16 GMT

Yesterday, I switched on the TV and as usual the SkyQ box was frozen. No response to any button I pressed, so I had to 'reboot', by unplugging and waiting 10 minutes... yet again.

Tonight, watching the golf, I rewound live TV for approx 30 seconds to watch someone play a shot again, but as soon as I pressed play, I get 'You can't watch tv at the moment as there is a connectivity problem'.

Beyond a joke now.

Re: You can't watch TV at the moment as there is a connectivity problem

Rhonny — Mon, 21 Sep 2020 06:17:39 GMT

@Dan+Q

If you'd called Sky as advised in June, it would have been fixed by now. How hard can that be given you work for them...

Re: You can't watch TV at the moment as there is a connectivity problem

Chrisee — Mon, 21 Sep 2020 06:45:38 GMT

@Dan+Q your box has a fault which resets have not cured my guess is an issue with the disc but it really doesn't matter what the fault is you need to contact Sky to get it replaced. Suspect they will send you a replacement for you to swap and ask you to return the old one saving hanging around for an engineer.

If you use your Sky Talk line dial 150 for a free call stay on the line after the Covid message and your call will queued to be answered.

Re: You can't watch TV at the moment as there is a connectivity problem

Dan+Q — Thu, 15 Oct 2020 23:47:41 GMT

Wow, so helpful. If you'd looked at the times of the posts (how hard could that be), you'd see that I was still in the process of trying to fix the problem when it was suggested I give in and phone them.

I'm hardly going to phone them after it was fixed. It wasn't until months later that it was clear there was still an issue.

Also, ram it.

Re: You can't watch TV at the moment as there is a connectivity problem

Nodisplaynamr — Thu, 17 Jun 2021 20:35:07 GMT

I get this problem too frequently and have tried wired and wireless set ups and followed all the various guidance. The system can go quite some time with no issues then will constantly happen. There is never a network status issue. This is clearly a design fault with Sky hardware or software and suffered by many people it seems. What we need is someone from Sky who knows what they are talking about to either explain or report and get fixed. All we get is the same old useless advice to reset the network connection or reboot the devices. Come on Sky sort this out ypu are extracting ever more money from us every month so step up !

Re: You can't watch TV at the moment as there is a connectivity problem

Rhonny — Thu, 17 Jun 2021 22:00:51 GMT

@Nodisplaynamr

It'll be that your mini box is too far from the main box to get a reliable signal. You probably need at Sky Q booster between the main box and the mini box which Sky will provide for free if they agree it's needed.

Re: You can't watch TV at the moment as there is a connectivity problem

Nodisplaynamr — Fri, 18 Jun 2021 07:35:28 GMT

reading through all the various threads on this like I have you will see that this issue occurs and all different scenarios including where the min box is right next to the main box and when the system is completely set up on cat6 Ethernet with wireless disabled. Mine is all Ethernet so not going to be a proximity issue which, in fact, is a different error. This is my point about needing someone from Sky with the expertise to analyse this properly instead of repeating the same rote advice. Over the years I have had Sky I found their tech unreliable. Thanks for taking the time to respond though.

Re: You can't watch TV at the moment as there is a connectivity problem

R-e-b-e-c-c-a — Sun, 14 Nov 2021 08:37:26 GMT

Did you ever get this resolved? I've stated experiencing the same problem and having skimmed through other threads reporting the same issue, I found this specific one really helpful. The level of detail you've gone to is brilliant. I am experiencing the same and absolutely cannot be bothered (today!) to call sky yet again about yet another new issue. Thank you (Dan+Q?) for posting all the updates about your plight!