On Demand is no longer working

[Russell+Anthony]

Hi - Since March 22nd my OnDemand service has pretty much refused to work.  My Sky subscription is correct, had no issues for the past 6 years.  Broadband is fine, Sky+ HD box is connected via wi-fi again no issues with connections to Netflix or other services.  Just frustrated that I cannot speak to anyone at Sky about this.  The online help is pointless.  The contact numbers (0333 etc) do not connect, I am using a mobile is that the issue there?  I have read all the other online stuff with no success.  At this point I am considering just cancelling Sky all together.  I have disconnected and reconnected the wi-fi  etc a number of times.  

When I do try OnDemand it starts downloading for 1-5mins then just stops.  When looking at the programme on the Planner is says 'FAILED' then select it it sometimes says 'subscription needed'.  I can also get the Error 96/95 message

Well thought I would try one more time for help here before calling to cancel the whole thing.  I am fed up paying for a service I cannot use.

[Brian+Ru]

I am glad someone else is having this problem. Your description is identical to our issue. And Sky help has been non existing. Hopefully someone posts a solution 

[caesarome]

Who is your broadband supplier @Brian+Ru ?

[Russell+Anthony]

Hi

Last week I had a Sky Employee on chat for an afternoon trying to advise.  Checked my subscription etc, then got me to 'rebuild the box' using the Services feature then unplug for 30secs and re-start.  I thought that had worked as the programme started to download but towards the end of a complete download it failed!   I messages back to update Sky but it seemed the chat had been 'disabled' and had no further assistance from them.  I wonder if it is the box?  But they said as it was recording fine then the box should be okay.  My broadband provider has not changed in any way.  I stream NetFlix etc with no issues and chromecast with no issues either.  At the moment I cannot be bothered to pursue but sure I will in a week or so.

[caesarome]

Out of interest who is your broadband provider ?

[JulieK1967]

@Russell+Anthony  No help to you I know but I'm having exactly the same issue here, it's so frustrating.  Just been upgraded to 4G & getting 90 mbps now so thought that would solve the issue but no. Three my internet provider says the issue is not with the WiFi.

Things download off Catch up for about 5 mins, get to like 30% downloaded then fail. Says "To receive the full On Demand service please visit Sky.com/TVondemand" If I check on the actual programme it says "Failed subscription needed" but our subscription includes Sky Atlantic (trying to download Your Honor". 

Hubby is ready to cancel Sky & throw the box in the bin & get FreeSat or something? 

[Russell+Anthony]

Hi - In reply to JulieK1967 this is exacty what is happening with us and the same messaging.   Our broadband is via 3 - as in rural Ireland we are now using a wifi router (TP-Link dual band) that accepts a 3 sim card 'All you Can Eat' package 20 euro per month (4G) and gives us anything from 2Mb up to 60Mb and works fine.   I have swapped which 'band' I connect to (2.4Ghz or 5Ghz) on the Sky Box to see if that makes any difference and no change.

[JulieK1967]

@Russell+Anthony  I messaged Sky via Messenger just now & they got back to me within the hour. I chatted with a technical guy who says it's a known issue mainly affecting 3 customers. They have a technical team on the case but they are not sure why it's affecting just 3 customers.  I am going to recontact 3 when I have the energy (this is all so wearisome) because they basically said your Download speed is fine it's not our issue. Going round in circles. 

One thing I might try is connecting directly via an Ethernet cable to the Sky box. Not sure if that will make any difference but worth giving it a go. 

[Brian+Ru]

Hi. We also get our broadband from 3 Ireland. I guess it is good to at least have Sky recongnise the issue is between them and 3. Our sky box is connected via an ethernet cable to the 3 modem/router and the problem still happens.

[caesarome]

Have you seen this:

https://www.threebroadband.co.uk/swindon/help/hints-and-tips/sky-issue

[Russell+Anthony]

I contacted three using that link but was told to go to three.ie for assistance.  On a chat just them told the following:

'We're aware of this issue. The issue is not with three. Sky doesn't work you need to contact and check with them.'

So that draws that line of enquiry to a close!

[Hubertus]

Hmm - I am on PlusNet and having similar problems so I would be surprised it is a 3 problem and there is loads of other threads with similar issues.

[Ardjc87]

This is an ongoing issue for a lot of customers specifically occurring throughout the month of March and seems to be affecting all us Irish customers that are Three mobile broadband customers. In this thread I have a more in depth update from both Sky and Three >> https://helpforum.sky.com/t5/Sky-Q/Download-failed-no-subscription/m-p/3657888#M426795 No fix I am afraid but the biggest take away is that when I called Sky & Three both representatives knew exactly what I was talking about and were fully aware of the problem. There was no hand-washing from either of them which was a first when dealing with any helpline lol. The general consensus on all these threads is that Sky is no longer supporting mobile broadband even though the official line from them is that they "never did" .... Or else Three have made a mistake somehow which is unlikely because why would it *only* specifically affect Sky On Demand. Sky told me to chase it up with Three and Three said they don't understand what's going on but they are going to liaise with Sky if they can and have added me to a database of affected customers ... Rest assured that you are not alone. There are many of us affected which is something I guess.

[JulieK1967]

@Brian+Ru Thanks for mentioning about the Ethernet cable, saves me the hassle of trying it. With the recent €3.95 a month price increase for "Sky Signature" we're debating whether to get rid of Sky & either get a one off Freeview equivalent or just put up with basic Saorview choices & watch different programmes on channels which we might otherwise not bother with.

Means having a rooftop aerial installed  & buying some Blue-ray recording equipment but withe price hike we'll be paying over €700 a year to Sky a year for a service which is not fit for purpose. We just have a basic package with multi-room (2 rooms) no movies or sports channels. €700 is lot of money to sit on your @rse & watch TV, it would pay for a week away in a hotel whenever restrictions ease.