topic Re: Catch up issue in Sky Q

Catch up issue

Karen135 — Sun, 01 Sep 2024 17:44:56 GMT

Can anyone help? For at least two days we can't watch catch up. Can watch on demand so connection is ok.

Have switched box off and on again.

when try to download it says 'we're having trouble reaching this service right now. Don't worry we'll keep trying'

thanks

Re: Catch up issue

MightyQuinn — Sun, 01 Sep 2024 17:48:47 GMT

Hi @Karen135 Have you tried rebooting your broadband router to refresh its DNS. Exactly what programme and format are you trying to download. At least we will be able to tell you if the problem is at Sky's end.

Re: Catch up issue

Karen135 — Sun, 01 Sep 2024 18:41:29 GMT

Hi I haven't rebooted the broadband as Netflix etc all works. Have tried to download several catch up programmes but it's Playform 7 I want.

Re: Catch up issue

MightyQuinn — Sun, 01 Sep 2024 19:25:21 GMT

Hi @Karen135 Platform 7 downloads without problems, so it must be your end. Please note that Netflix etc. do not use the DNS of Sky On-demand and Catch Up, so the fact that they work is irrelevant. I would try rebooting your broadband router.

Please note you may have to clear the download queue and tidy up the failed attempts, delete them , and then delete them from deleted.

Re: Catch up issue

Karen135 — Sun, 01 Sep 2024 19:46:57 GMT

Thanks for your advice

ive rebooted the router, not sure how I cancel anything in a queue though? Don't think there's anything pending as nothing had the download sign on it. If I go across from catch up tv to choose BBC etc then it just brings up the message as before about trouble reaching service. Anything else I can try?

Re: Catch up issue

MightyQuinn — Sun, 01 Sep 2024 20:04:37 GMT

Hi @Karen135

First delete any failures from: Sky (the remote button) -> Most recent.

To clear the Queue: Home -> Recordings-> Manage -> Downloading. Then back to Manage -> Deleted.

I used the Voice command "Platform 7" to bring up the Episodes.

Re: Catch up issue

Bottomdollar — Tue, 22 Oct 2024 19:17:20 GMT

We are in the So31 and Po14 area and a number of us have had engineers out. Apparently Sky have a problem with Outreach blocking the request to download from Sky Broadband.

We have no answer when it will be resolved and it has now been going on for about 3-4 months. We have been told the only resolution is to change from Sky Broadband to an alternative which I belive some have already done. So basically we are not getting what we are paying for from our service!