New Customer - Can't Download

[Bailey21.]

I had my Sky Q installed yesterday - I have everything in my package apart from Kids (Movies, UHD, Sports, Netflix).

The live TV works fine, Netflix works fine but I'm not able to download anything. I've called Sky 4 times (!!!) since yesterday - each person has asked me to do slightly different things and then wait 3-4 hours to see if it fixes itself. I have changed the download format (can't even download in SD), I've restarted the box multiple times, I've had my viewing card manually re-paired, I've had multiple signals sent, I've updated the software, I've reset the hard drive .....only to now be told this is an ongoing issue with some users and they don't know when it's going to be resolved!

Any advice welcome... 🤞

Does anyone else have this problem? Or has anyone had this problem and managed to get it resolved? The guy I just spoke to said there's literally nothing else for me to try but he can't give a time frame on when it's going to be fixed! How is that possible that they're not able to know when the issue will be resolved? I asked if it was likely to be days, weeks or months and he said it was impossible to say.

[fizzdisco]

@Bailey21. 

Welcome to Sky... where problem solving is never high on the priority list. It took them well over a year to fix the sound drop-out issue on Sky Q so it's impossible to say how long this will take them to solve. 

I'm afraid you'll just have to grin and bear it for the time being, along with the many others who seem to be having similar issues, or cancel your account while you still can.

At the very least Sky should be crediting your account for the amount of time without the service you are paying for. Good luck.

[nigea99]

hi @Bailey21. yes there is a known problem with some accounts for new customers where you can't download anything. 

If the SKY Customer service have done all they should then there should be a background process that runs through to finally reset the account but I believe it can take up to 48 hours. 

This a frustrating delay and part of the problem is that there is no guarantee that that the correct remedial action has been done for the background process to correctly resolve this.

All I can sugesst is that you do try to be patient and if it hasn;t been resolved after the 48 hours to call them again and refer to the known problem 

[Bailey21. · Accepted solution]

Hi Everyone

Whilst Sky have been pretty useless in helping to resolve this issue - I have managed to fix it myself so this might help anyone who can't download on Sky Q but has BT broadband.

It seems like Sky Q can only work on 2.4ghz - if you have BT internet, I suggest turning off the smart set up on your hub (google will tell you how to do this), I then unplugged the router from the wall and also unplugged Sky from the wall and once it was all connected again it worked. I'm going to phone Sky now to let them know this should be one of the solutions they ask people to do when trying to fix this issue.

Nothing Sky asked me to do worked over the several times I did it but this worked first time so definitely worth a try if you are having the same problem.

Hope it works for you 🙂