topic Apparently its the Hardware in Sky+

On demand download failure Sky+

Eddy99 — Wed, 26 Jul 2023 19:24:50 GMT

Hello - I cannot download from my SKy + Box and have an open complaint with Sky since around April 2023 and the complaints team who i am in regular contact with have recently confirmed this to me. Please do not accept what any moderator on this forum will tell you as they have no clue and feed you false information about broadband speeds and providers being the cause which has nothing to do with this ongoing fault it's ridculous.

This thread below has been incorrectly closed off with some miselading information once again hoping this will go away, it is NOT fixed, prove it! I am still seeing Technical fault -11 (272), what's fixed? My SKy has been working for 20+ years until the change that affected paying customers changed everything around March this year.

https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/td-p/4218170/page/2

As before i can download BBC and ITV just fine very quickly, nothing else, what has that got to do with Speeds and Providers?

Not one person on the above 54 page thread has come back and said as a result of the orignal fault being fixed they can now download again, they are having to take other serious measures like changing their routers.

Re: On demand download failure Sky+

MR66 — Thu, 27 Jul 2023 08:40:13 GMT

Yes I've been experiencing the same problem for months, am only able to download BBC & ITV. Yesterday I rang Sky about the issue and no help at all so hung up infact majority of the call was them trying to sell me new phone contracts & broadband which wasn't why I had called. They don't seem to care and,are more interested in pushing new technology at you, why should we pay for a service they are not providing

Apparently its the Hardware

MR66 — Thu, 27 Jul 2023 09:17:59 GMT

I'm still having the download issues with my Sky+ box as already explained have rung several times, most recently yesterday, they just don't seem that interested I even explained how it's a major talking point on this community thread. Was told it might be a hardware issue so new box, I informed them the box was relatively new anyway but got the it's hardware answer again so watch out fellow moaners there's gonna be alot of new boxes coming your way

Re: On demand download failure Sky+

AliDun — Fri, 28 Jul 2023 07:18:54 GMT

@Eddy99 Same with me, I'm furious that the moderator has closed the thread and have emailed sky complaints to say so, will be interesting to see if I get a reply to that.
@Steve0001

@PocketDog

@MogwaiSatTV

this thread might interest you

Re: On demand download failure Sky+

Steve0001 — Fri, 28 Jul 2023 07:26:33 GMT

@AliDun wrote:
@Eddy99 Same with me, I'm furious that the moderator has closed the thread and have emailed sky complaints to say so, will be interesting to see if I get a reply to that.
@Steve0001
@PocketDog
@MogwaiSatTV
this thread might interest you

Thanks. I will keep an eye on it, although I am not sure how long it will remain for comment!

Re: On demand download failure Sky+

MogwaiSatTV — Fri, 28 Jul 2023 08:01:12 GMT

I did see the big thread getting closed. If it was truly fixed from their side I would have expected an update in that thread beyond that non-answer that was posted several weeks ago.

I am thoroughly unimpressed by Sky's response to this issue. I think they assume none of their customers have technical skill and would not see through their excuses where it is the ISP's fault. Even for some customers who also got their internet from Sky.

I am just fortunante that I managed to resolve it myself as it seems Sky has no intention of fixing it eventhough they admitted it was down to a DNS config change that they made.

Re: On demand download failure Sky+

Annie+UK — Fri, 28 Jul 2023 08:19:51 GMT

If people are fixing the issue themselves then how on earth is it a Sky issue? That makes no sense

I think there must be multiple issues people are having that all end in a similar result, because people are reporting different fixes for their issues

Re: On demand download failure Sky+

MogwaiSatTV — Fri, 28 Jul 2023 08:25:37 GMT

It is a Sky issue because Sky said it was as a result of a DNS Headend change that they made.

Re: On demand download failure Sky+

Annie+UK — Fri, 28 Jul 2023 08:30:02 GMT

@MogwaiSatTV wrote:

It is a Sky issue because Sky said it was as a result of a DNS Headend change that they made.

And Sky have said that they have resolved the issue they created, this is why they closed the other thread

Also that is only one of the suspected caused of peoples issues

Re: On demand download failure Sky+

MogwaiSatTV — Fri, 28 Jul 2023 08:43:52 GMT

That might be the case. But as they did not put a new update on the thread detailing a further fix it gives the impression that nothing further than what was annound several weeks ago has been done.

Re: On demand download failure Sky+

Annie+UK — Fri, 28 Jul 2023 08:48:01 GMT

@MogwaiSatTV wrote:

That might be the case. But as they did not put a new update on the thread detailing a further fix it gives the impression that nothing further than what was annound several weeks ago has been done.

There is no further fix for Sky to perform, this is evident by people solving their own issues there end with DNS changes on their box, changing broadband routers etc...

Re: On demand download failure Sky+

PocketDog — Fri, 28 Jul 2023 08:51:14 GMT

It beggars belief that the SuperUsers are still pedaling the "it's not Sky's fault" line.

Anne, are you suggesting that the issue I have been experiencing since the end of January, when Sky made their change, along with countless others on the other thread, is somehow my fault?

And are you also suggesting that because people are finding their own work around that somehow proves it's NOT their issue?

Anyone seriously thinking that it's more likely that we all suffered multiple different issues, at the same time, resulting in the same fault, is quite frankly, hilarious.

Re: On demand download failure Sky+

Annie+UK — Fri, 28 Jul 2023 08:57:09 GMT

If there is one single issue then explain the multiple fixes people have used, would not the same fix work for all? 🙄

Your lack of logical reasoning astounds me 😞

Re: On demand download failure Sky+

AliDun — Fri, 28 Jul 2023 09:04:19 GMT

@Annie+UK It's likely that some people joining in the original thread actually had a different problem which was resolved by a planner rebuild or whatever. For those of us who have had the problem since Sky made the change (and have tried all the fixes involving DNS changes etc) it seems the only possible fix is to buy a new router, something we shouldn't have to do since Sky have already said they caused the problem.

Re: On demand download failure Sky+

PocketDog — Fri, 28 Jul 2023 09:15:12 GMT

@Annie+UK wrote:
If there is one single issue then explain the multiple fixes people have used, would not the same fix work for all? 🙄

Your lack of logical reasoning astounds me 😞

Irony right there!! 😂

Who said there was only one issue? You may need to re-read my questions.

Does anyone not think it's possible that an issue (i.e. DNS routing problem caused by Sky and admitted by Sky) couldn't possibly be fixed in more than one way?

IF somehow the combination of our IPs, Router ID / MAC address or DNS server IDs are being blocked by Sky, it would make sense that changing ISP, or router, would resolve the issue. That does not mean the issue was not caused by Sky or should not be resolved by Sky. It purely means there are workarounds.

There is so much being conveniently ignored. Like the fact downloads work for non Sky content, so it's not hardware or software. Also the free VIP Shazam download also worked. Yet boxset and On Demand doesn't work. In no world does that ever point to an issue at the users end.

However this has been discussed for 6 months. I don't expect it to be understood now.

Sky downloads still not working

emteepeeess — Sat, 29 Jul 2023 16:06:01 GMT

Despite the thread being locked as fixed at the Sky end - the problem still exists.

I had a call from Sky a couple of days ago, but could only speak with them today.

"We've made some changes at our end and hope that yours is now working" [paraphrasing]

But, with him on the phone I found that I still have exactly the same problem. It hasn't been fixed.

He admitted that it hadn't fixed everyone, and they're still looking into it.

So why the thread has been locked as "fixed" I've no idea.

Re: On demand download failure Sky+

emteepeeess — Sat, 29 Jul 2023 16:17:31 GMT

@Annie+UK wrote:
If there is one single issue then explain the multiple fixes people have used, would not the same fix work for all? 🙄

Your lack of logical reasoning astounds me 😞

Insulting people isn't really the way to go.

Surely you understand that a single issue can have many workarounds, and if the "same fix" is one of those workarounds (rather than an actualy fix), it may not work for everyone as @PocketDog suggests

Re: On demand download failure Sky+

MR66 — Wed, 02 Aug 2023 12:09:07 GMT

Paying for a service that is not being provided is so annoying. Anyway as I've said before I'm off when my discounted contract is up. No help what so ever 😡

Re: On demand download failure Sky+

PocketDog — Thu, 03 Aug 2023 10:36:50 GMT

Currently on the phone to Sky (as email complaints were going nowhere) , they are aware of the changes that were made and there are ongoing issues.

I've given him all the details and he has gone off to talk to a colleague.

Im now out of my discounted period so happy to cancel now. At least they acknowledged it (small mercies). Will update when off the call.

Re: On demand download failure Sky+

PocketDog — Thu, 03 Aug 2023 11:08:16 GMT

Ok so they have handed it back to their technical team and in the meantime they want me to go back to Plusnet to see if the router needs any config changes/updates (apparently ISPs made some updates due to some issue that may be blocking content) as they think that as it works using a neighbours router or tethered internet, it works.

I explained thats there are several users all with the same issue all with different routers and different ISPs and were all affected at the same time, but they still want it checked.

Apparently their tech team do look here and also give updates. Shocking considering we keep bleating on that we still have issues. I also explained about the other thread being closed and "answered" when the issue has not been resolved for a single person by Sky, they have all had to find a work around themselves (i.e new router, new ISP, tethering, Sky Q, or just cancelling).

I expect this to drop in to another black hole so in the mean time, I'm on my 31 days notice.