topic Re: Cannot download on demand content in Sky Q

Cannot download on demand content

KGreen — Wed, 23 Aug 2023 13:03:09 GMT

Hello, I have never really been able to download on demand content and have been a customer for a number of years. I always blamed a bad internet connection as I used to tether from my phone 🙄 I have now a broadband connection and still am unable to download anything on demand. I get either a no subscription error or remote network problem. I do have subscription and my broadband is good. I have followed steps listed online and in previous posts on this community however nothing has fixed my issue. Any advise please? 😭

Re: Cannot download on demand content

Laing1 — Wed, 23 Aug 2023 13:43:06 GMT

@KGreen wrote:
Hello, I have never really been able to download on demand content and have been a customer for a number of years. I always blamed a bad internet connection as I used to tether from my phone 🙄 I have now a broadband connection and still am unable to download anything on demand. I get either a no subscription error or remote network problem. I do have subscription and my broadband is good. I have followed steps listed online and in previous posts on this community however nothing has fixed my issue. Any advise please? 😭

@KGreen Sky signature comes with live TV, catchup and boxsets.in SD as standard you may be trying to download the programme in HD

The default download setting is HD so try changing the format to download in SD

you can change the default to SD by Pressing Home on your Sky Q remote and select Settings, then Setup.
Select Preferences, then 'On Demand default download format', and choose SD.

If you are still having problems after trying the above come back and we can escalate this to sky for you

Re: Cannot download on demand content

KGreen — Wed, 23 Aug 2023 13:58:44 GMT

Hi thank you... I have tried in both SD and HD and still get the same issues. Please escalate. Thank you

Re: Cannot download on demand content

Laing1 — Wed, 23 Aug 2023 14:28:34 GMT

@KGreen wrote:

Hi thank you... I have tried in both SD and HD and still get the same issues. Please escalate. Thank you

@KGreen I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Cannot download on demand content

Mr+Flibbles+86 — Wed, 23 Aug 2023 14:32:42 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Cannot download on demand content

Anonymous — Wed, 23 Aug 2023 14:48:03 GMT

Hi, may I ask who your current isp is please?

On demand and downloads not working on mobile isp fails because they use a protocol called CGNAT which is Carrier Grade Network Address Translation, this converts the customer's Private IPv4 address to a Public IPv4 network address for a connection to the internet.

This allows customers to share the same public IPv4 address with other customers because there is a limited amount of public IPv4 addresses available to the ISP, CGNAT allows the ISP to reuse the limited amount of IPv4 addresses.

As these public IPv4 addresses are shared between all the 3rd party broadband providers customers, if any two customers are using the same address to access the Sky on-demand catalogue, our CDN (Content distribution network) will block the downloads as this can be seen as an attack on our network.

Re: Cannot download on demand content

KGreen — Wed, 23 Aug 2023 15:02:14 GMT

My isp is scc broadband in co. Kerry