SkyQ Download Failed Item Unavailable

[Markh72]

We finally got through to someone at sky who said this is a known issue. She talked us through a normal reset which didn't work and has arranged for a virtual appointment with an engineer..

[SS123456x]

I managed to dowload a few this morning before the others failed, same early evening, then failed again.

Surelly must be a bandwidth server issue

I saw the comment about sky blaming BT,  were with BT, is everyone else?

[MarkPJ2303]

Intrigued to see what the engineer says. Given it seems so widespread I'd guess it's a software / server issue their end rather than our boxes.  

[Cedders]

Adding myself to the list..identical problem as others and I use BT broadband Smart hub 2

[georgebeds]

I too have BT broadband and BT Hub2

[SS123456x]

I'm on BT but the box connects via a Sky router plugged into a ethernet port on my BT router.

Managed to download more this morning which failed last night, more evidenace its bandwidth

[georgebeds]

I managed to get 1 download this morning and then all the rest went failed

[p13]

 Not a great pic but the evidence is there. I've encountered this problem a number of times recently. Spent an hour on the phone yesterday and eventually got it sorted. But same problem returned this morning.  It was corrected for a short period, but within 30 minutes the problem returned. 
I don't understand how it can be a technical fault my end because some downloads are successful. For example a sky documentary was successful as was a show from Watch.  It must be a fault outside my home because it doesn't make sense to be anything with my equipment. 

[Majamo]

Maybe we should start to request a refund from sky based on how long they are not providing us with the full service we paid for, maybe it will get fixed a lot quicker.

[Faithylu]

I'm actually quite shocked with the call I had with customer services they told me there is nothing they can do apart from escalate it! I'm paying for a service which I haven't got for nearly 2 weeks now! 

[SS123456x]

Just checked back on all the ones I marked this morning to download.. Some did download OK, but half said the Failed Item Unavailable, a couple had a new error of just Failed.

Managed to start a download of one and added the other again, will check later.

Whats the betting it fails tonight during pear hours?..

[Thevittler]

Sky contacted us today and got us to Change our DNS settings. Has worked for now. They did state this is not a permanent fix as it seems to work on some boxes but not others. 

They did say we could request compensation for the issue but advised not to do so until it's permanently fixed as we would get more. (They did say could take up to 1-2 months, I'll take that with a pinch of salt)

if you haven't spoke to sky, do so and get the problem logged onto your account. Then when fixed you can claim compensation for loss of service. 

[Mobay]

I contacted Sky this morning third day in a row and the person I spoke to agreed it looked their end that had a problem.  He could see how many customers had posted since 29th November so he was going to raise it as an issue.  I was told to check Sky.com for updates still doesn't seem to be an issue not sure how long it takes to raise on?

I pointed out there must be others who had not posted here so a bigger problem then he first thought.

Hopefully won't take too long to fix 🤞

[Wacky7]

I just spoke to Sky this afternoon and went through the usual questions. The guy I spoke to remotely re-paired my viewing card and also got me to do a soft reset. Didn't make any difference as Sky channel content still wasn't downloading whereas other channels worked fine (tried Syfy, BBC, Channel 4 etc). I mentioned this discussion and that it seems to be a wider issue. Basically just asked me to monitor it and see if it gets better. I said I would but I would be wating compensation as I am not getting the service I am paying for. Will call back in a couple of days if it is not resolved. Sky guy said he would raise it to the appropriate teams to check. Just after I hung up a couple of Sky channel downloads did then work, but it has been random so not convinced it is fixed. Will post an update later.

[SS123456x]

Can you confirm what values you changed them to and where about - sky box or router?

If it is a DNS issue then its their side to fix!