Remote network problem

[Dongle11]

Hi guys. For those on the Three network. If your APN isn't already on "3internet" change it to that. It may default to "three.co.uk" as mine did. 

I have found this really helps. It uses different DNS servers and assigns a public IP address or something like that!? Think Sky prefers that! Mine hasn't actually failed downloading since. Could just be coincidence. I'll update if anything changes. 

[Anonymous]

I haven't had a problem all week. My APN is three.co.uk, I've created a profile for 3internet and if I get a fail I'll swap to it and see if it helps 👍🏼

 

[Anonymous]

Failed tonight downloading Two weeks to live episode 6. Switched to 3internet profile and same issue. 

 

[bg1975]

Any one get this sorted ?

Having the same issues on vodafone 4g

[Matteus]

Same issue here!

My setup: Sky Q using WiFi through Huawei B618 4G Router on Three network
Frequent (95% of the time) failures "Remote Network Failed" for any On Demand content with adverts, always fails @ advert sections not during the show sections, ad free content such as BBC downloads fine 100% of the time. Netflix etc. also working fine through Sky Q
Have tried switching APN to 3internet, using wired connection and alternate broadband services including sky broadband no improvement
Have factory reset Sky Q no improvement
Interestingly if i block adm.sky.com on my router the behaviour changes - sticks on Downloading (0%) but never moves to Failed
Have also tried updating DMZ, Firewall & UPNP settings on the router - no improvement
Had Sky engineer out, he couldn't find any issues, escalated to Sky Q tech support team and heard nothing since
Sky support page now states "Important Information if you have 4G broadband you won't be able to download shows from On Demand because of your router configuration, you'll need to contact your broadband provider for a workaround"   
Three state they currently don't support Sky Q ...
https://www.threebroadband.co.uk/swindon/help/hints-and-tips/sky-issue
anyone made any progress with this? I'm running out of ideas!
cheers, matt

[Dongle11]

No fix as yet. So you've tried Sky Broadband and you still get the same issue? That means it's not 4G specific. 
It only affects the Sky q box. If I try and download anything with adverts on my iPad then it works fine every time. Very strange issue. 

[Matteus]

Yep IPAD works for me also, it's the only way i can view the OnDemand content currently, apart from the rare occasion it will download the odd episode to the Sky Q box.  And yes agree the fact i got the same issue on sky broadband suggests it's not a 4G / Three issue. I cancelled my Sky Broadband now as it was too slow to use and didn't fix this issue so cannot repeat that test.  Trying sky help on twitter now so if that path will be more productive!!

[Me123321123]

Hi All

I'm not convinced this is a 4G problem - I get the same behaviour irrespective of 4G or Microwave 4G connection.  One is through a Huawei Router the other through a TP-Link router.  I can load balance the Sky box through either and both fail regularly.  I have found that non-HD downloads are more consistent but still fail.

Time to call VIP customer service I guess...

A

[Anonymous]

I agree. I have 2 mobile 4G routers, the same kind that you have, with separate providers, Three and Smarty, but I've used Vodafone as well.. I also have a traditional BT fibre using an Asus zenwifi router. The problem happens using 4G and BT. That rules out being a 4G specific issue. Given the three routers from multiple vendors I'd say that rules out hardware. My Sky Q box is connected via ethernet btw. 

it doesn't fail all the time but I'd say this issue is at the Sky end not ours, especially as it only fails with when adverts are involved.

[Andrew+Hawkins]

Another data point, I see the same issue and the SkyQ box has only ever been connected to my Virgin Media broadband.

As others say, doesn't happen all the time, but only seems to happen on channels that put adverts into the On Demand downloads.

Andy

[Kei+M]

We're working with one of our suppliers to try and understand what's causing this and we'll pass on the posts in the meantime.

Thanks,

[Francis0882]

About time! This has been bugging us for months, and it was the reason we switched from Sky+ to Sky Q.

[Mr777]

I'm having this for the first time today. Sky+HD box, wireless. Can download BBC HD programmes but nothing with adverts in HD. Can download a Sky Cinema SD programme. 

[Claire+MP]

Same problem tonight with episode 2 of The third Day. 

[Me123321123]

The Third Day - Episode 1 stopped during the last set of adverts.....  Then wanted to be redownload from the beginning and then stopped.  Gave up.

A