topic Re: Sky+hd box slow to access catch up and box sets in Sky+

Sky+hd box slow to access catch up and box sets

lesley2957 — Sun, 17 Dec 2023 23:07:01 GMT

Over the past few days my sky +hd box has been intermittently slow when I have tried to access the catch up services and sky box sets. When clicking on the relevant tile there is considerable delay in it opening up and displaying the drop down menu and then another delay when you try and click on the service requires. Sometimes it is so slow that there is an error message saying that the box isnt connected to online services (but the internet connection is OK and box reports (via services >setting>network) its connection to broadband router is OK and its connection to ondemand is OK) and This problem is intermittent and the box will work fine and there is never any problem accessing the planner, recording, changing channels.

I have noticed there are several posts with similar but not identical difficulties. Is this a problem with a sky update , a problem with my remote or is the hard drive failing?

Many thanks for any comments

Re: Sky+hd box slow to access catch up and box sets

Mark39 — Mon, 18 Dec 2023 08:43:50 GMT

The problem isn't related to a Sky update - there hasn't been any recent update for Sky+ boxes. If the red LED in the remote end flashes immediately when you press the buttons, there's no delay in transmitting a command.

Try rebuilding your Planner as described here: https://www.sky.com/help/home/sky-tv/sky-tv-plus/sky-plus-watching-sky-tv/sky-plus-recordings/articles/recording-on-sky-plus-different-problem

Re: Sky+hd box slow to access catch up and box sets

LittleRob99 — Mon, 18 Dec 2023 15:47:31 GMT

I've got the same problem. For the last few days catchup, and some of the other on-demand services are really slow.

Re: Sky+hd box slow to access catch up and box sets

Oddie2004 — Wed, 20 Dec 2023 13:13:37 GMT

I have had this for over a week but only in the evening between 9pm and 1030pm.Tried planner rebuild and made no difference.Also says no broadband connection which is rubbish and also many programmes unavailable on catch up.Seem to remember a similar thing last year round about the same time.May be something to do with loading all the xmas programmes but unlikely.

Re: Sky+hd box slow to access catch up and box sets

Mackemholic — Thu, 21 Dec 2023 20:15:47 GMT

I've over the last week been having the same problem, so obviously it a sky problem and not just individual boxes.

Re: Sky+hd box slow to access catch up and box sets

Annie+UK — Thu, 21 Dec 2023 20:20:09 GMT

@Mackemholic wrote:

I've over the last week been having the same problem, so obviously it a sky problem and not just individual boxes.

It could also be a broadband issue, there are many parts to the equation that could cause this

Re: Sky+hd box slow to access catch up and box sets

oj01 — Thu, 21 Dec 2023 21:15:15 GMT

@Mackemholic wrote:
I've over the last week been having the same problem, so obviously it a sky problem and not just individual boxes.

Not noticed any issues here

Re: Sky+hd box slow to access catch up and box sets

Oddie2004 — Sat, 23 Dec 2023 10:35:24 GMT

Still happening and no resolution in site.Messages on screen inc check your broadband connection,unable to access catch up and generally very slow in loading catch up.Only happens in the evening between 9-10.30pm.There are no broadband issues as my internet,etc are fine.Just another issue Sky are unable to resolve due their general complacency and incompetence.

Re: Sky+hd box slow to access catch up and box sets

Annie+UK — Sat, 23 Dec 2023 10:47:58 GMT

@Oddie2004 wrote:

Still happening and no resolution in site.Messages on screen inc check your broadband connection,unable to access catch up and generally very slow in loading catch up.Only happens in the evening between 9-10.30pm.There are no broadband issues as my internet,etc are fine.Just another issue Sky are unable to resolve due their general complacency and incompetence.

That statement is not true as not all Internet traffic takes the same route, it is always possible to have just one service be broken between you and the service. It is very difficult to pin down the cause when only a few are having an issue and the many combinations of ISP and location

Re: Sky+hd box slow to access catch up and box sets

lesley2957 — Sat, 23 Dec 2023 10:48:08 GMT

Yes this is exactly the problem that I posted initially. Its the fact that it is only a problem with catch up at around 9pm (and it is happening every evening) and there is no problem for the rest of the day that is suggestive that it is a problem at Skys end rather than a problem with our boxs or internet connection. However I dont think this will be resolved by Sky now until the New Year.

Thank you for your comments

Re: Sky+hd box slow to access catch up and box sets

lesley2957 — Sat, 23 Dec 2023 10:54:44 GMT

Annie I dont think what you are saying is correct that this is an internet issue It is only a problem at aroung 9pm every evening and when you look at the setting the box is reporting that the connection to the broadband router and on demand is OK. (and thats not changed).

Re: Sky+hd box slow to access catch up and box sets

Annie+UK — Sat, 23 Dec 2023 11:05:18 GMT

@lesley2957 wrote:

Yes this is exactly the problem that I posted initially. Its the fact that it is only a problem with catch up at around 9pm (and it is happening every evening) and there is no problem for the rest of the day that is suggestive that it is a problem at Skys end rather than a problem with our boxs or internet connection. However I dont think this will be resolved by Sky now until the New Year.

Thank you for your comments

Nope, could be a misconfigured router at some ISP for example, there are many things that can cause routing issues, I have had services go down that were caused by issues that were totally unrelated to the service in question, the Internet is quite complicated and things are not as black and white as you are thinking

Re: Sky+hd box slow to access catch up and box sets

Mark39 — Sat, 23 Dec 2023 11:15:29 GMT

@Annie+UK wrote:

@lesley2957 wrote:

Yes this is exactly the problem that I posted initially. Its the fact that it is only a problem with catch up at around 9pm (and it is happening every evening) and there is no problem for the rest of the day that is suggestive that it is a problem at Skys end rather than a problem with our boxs or internet connection. However I dont think this will be resolved by Sky now until the New Year.

Thank you for your comments

Nope, could be a misconfigured router at some ISP for example, there are many things that can cause routing issues, I have had services go down that were caused by issues that were totally unrelated to the service in question, the Internet is quite complicated and things are not as black and white as you are thinking

I agree with @Annie+UK . The fact that only a handful of Sky+ users are reporting the problem here is rather more suggestive that it's not a general Sky issue, but more an individual broadband issue.

Re: Sky+hd box slow to access catch up and box sets

lesley2957 — Sat, 23 Dec 2023 12:00:41 GMT

How do I solve this problem?

Re: Sky+hd box slow to access catch up and box sets

Annie+UK — Sat, 23 Dec 2023 12:29:10 GMT

@lesley2957 wrote:

How do I solve this problem?

Do all your on demand downloads in the morning it's not like they follow a schedule and need to be downloaded during your problem time

Re: Sky+hd box slow to access catch up and box sets

lesley2957 — Sat, 23 Dec 2023 12:33:59 GMT

That's not really solving the misconfigured router which you are suggesting is the problem. It's just a work around. How do I sort out the internet connection?

Re: Sky+hd box slow to access catch up and box sets

Annie+UK — Sat, 23 Dec 2023 12:39:36 GMT

It's the best you'll get 2 days before Xmas 🙂

My router suggestion is 1 of many potential causes, there is no quick fix

Your issue seems to me a minor inconvenience rather than a showstopper, at least you have on demand, just not in the evening

Re: Sky+hd box slow to access catch up and box sets

lesley2957 — Sat, 23 Dec 2023 13:07:56 GMT

Annie you still haven't answered my question about how do I correct a misconfigured router.

You are quite correct it is an inconvenience but it is a fault which has only been present for a few weeks and it means I'm not getting the service I'm paying for. If you really are a former computer expertyou should know how to advise how to proceed.

Re: Sky+hd box slow to access catch up and box sets

Oddie2004 — Sat, 23 Dec 2023 21:32:37 GMT

I had a long conversation with Customer Priority Team this afternoon who are aware of certain issues on some Sky+ HD boxes for a certain period in the evening but they have now offered me Sky Q with the current package I have and honoured my contracts on my current packages with 2TB box even though I have a non HD TV but apparently it is not an issue which is something they have told me in the past and is just connected the same as my current box which an engineer is coming to do in 1 months time so lets wait and see.

Re: Sky+hd box slow to access catch up and box sets

nigea99 — Sun, 24 Dec 2023 07:56:45 GMT

@Oddie2004 wrote:

I had a long conversation with Customer Priority Team this afternoon who are aware of certain issues on some Sky+ HD boxes for a certain period in the evening but they have now offered me Sky Q with the current package I have and honoured my contracts on my current packages with 2TB box even though I have a non HD TV but apparently it is not an issue which is something they have told me in the past and is just connected the same as my current box which an engineer is coming to do in 1 months time so lets wait and see.

@Oddie2004 is your existing box connected via an HDMi cable ?

BTW You may, also, wish to read some notes I have made for people considering switching from SKY +/HD to SKY Q

SKY +/HD to SKY Q