SkyQ Download Failed Item Unavailable

[Matt-77]

If Sky have acknowledged there is a problem, why are they continuing to send out engineers and replace boxes? I haven't seen anything from Sky to confirm this, I may have missed it.

[cuke]

@Discombobulated3 edited my post as it is then you I am aiming my reply to..

[cuke]

@Matt-77  In post 69 a community manager was asking for information from users who have this issue.

[KJBH]

Ah that makes a lot of sense!

[Discombobulated3]

@cuke 

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@cuke wrote:

@Discombobulated3 edited my post as it is then you I am aiming my reply to..

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As you're so well-informed, can you suggest a workable solution to this issue, then?

[Discombobulated3]

@cuke 

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@cuke wrote:

@Discombobulated3  Perhaps you need to read up on how internet connections do function. Just because you can download everything else from your BT connection doesn't mean that just because you can't download any Sky channel program then it is Sky's issue.

Unfortunately that is a very simplistic guess at it's best.

There are many different factors within a internet infrastructure with backbones, hosts and hardware in any connection from your house to another server and anyone of them could have been changed because someone somewhere has altered something, or a firmware update has been applied to some hardware that has altered howe it communicates.

There was a recent outage for a number of internet providers, BT - Three network, EE and Virgin on the 14th October. Facebook also recently went down but the issue was related to a third pary called Cloudfare and their hardware, here is a detailed explaination of what went wrong if you care to read it. https://blog.cloudflare.com/october-2021-facebook-outage/

These things happen but to just pin this one on Sky, because of anedoctal evidence, is incorrect.

Just let Sky sort this out. It will take time and I understand that it is frustrating for those having this issue, but Sky has stated they are aware of this and they will make every effort to resolve it.

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And yet it's Sky boxes that seem to be the one single common denominator here, unless it involves ALL ISPs and the way they interact with Sky's tech architecture, in which case, as far as I'm concerned, it's still Sky's responsibility to resolve.

Also, I am far from being the only person in this thread that thinks it's a Sky problem, so perhaps you could further ammend your post to be more inclusive of those who think this, just so you are not being seen to be singling out one individual. 

[smaleysky]

Hello fellow Sky TV customers,

I've just spent nearly an hour talking to various people about this issue.

The DNS server workaround was suggested. Tried both 8.8.8.8 and 1.1.1.1 and problem "failed download" persists.

One guy said it was my paid content limit, which he increased (thanks) but had no effect as I patiently explained for the 3rd time the content failing to download was from Sky Max (Temple for one) which should be included.

Another said it was definitely a Hard Disk problem, and they would send an engineer to fix my box, until I assured him my disk is fine for recording live content via satellite and its most definitely a remote network or routing issue with Sky content... Oh....

Anyway, still no fix but the last person assured me I would have compensation after the problem is fixed. Apparently you can't be compensated for an ongoing problem.... 

Now I'm fairly sure that was made up.

Sooooo.... An hour of my life wasted. Thanks Sky. I'm under contract until June, then Virgin here I come...

[louiseoc]

So I've done my own little experiment today, and tried 2 more families boxes, in different locations, with different internet suppliers and low and behold, exactly the same messages, download failure! When will Sky acknowledge this? 

[Discombobulated3]

@smaleysky 

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@smaleysky wrote:

Hello fellow Sky TV customers,

I've just spent nearly an hour talking to various people about this issue.

The DNS server workaround was suggested. Tried both 8.8.8.8 and 1.1.1.1 and problem "failed download" persists.

One guy said it was my paid content limit, which he increased (thanks) but had no effect as I patiently explained for the 3rd time the content failing to download was from Sky Max (Temple for one) which should be included.

Another said it was definitely a Hard Disk problem, and they would send an engineer to fix my box, until I assured him my disk is fine for recording live content via satellite and its most definitely a remote network or routing issue with Sky content... Oh....

Anyway, still no fix but the last person assured me I would have compensation after the problem is fixed. Apparently you can't be compensated for an ongoing problem.... 

Now I'm fairly sure that was made up.

Sooooo.... An hour of my life wasted. Thanks Sky. I'm under contract until June, then Virgin here I come...

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Gosh, it's almost as if Sky aren't very good at inter-company communications, as well as company to customer communications.....Good for you for trying, in any event 😊 

I'm still in two minds as to whether to put myself through yet another 3 hour phone call to Sky, given that all reports here of doing so have resulted in either staff being unaware that this is an ongoing, large-scale issue, or being given proven wrong diagnoses of the problem. Doesn't seem to be much point, other than whatever compensatory action I can potentially dig my heels in about. 

Don't you just love unhelpful help desks? 🤣

[TrevA]

Over to you CLOE W22, you are a Sky employee

[BadMoFood]

My box was replaced last week - problem still persists.

[BadMoFood]

Sky have this ISSUE.  When will they own it?

[BadMoFood]

Has SKY helped any of you (who have the issue with Sky content on-demand via SkyQ) with this issue?

Anybody got fixed yet?

[Juleslou]

I have been speaking with the support desk via Twitter and she said they are working hard to sort it. She told me to try the 8888 thing. I told her it didn't work so she said to try 1111! Patience is wearing thin. 

[Azteclife]

I  think the fact sky can't even be consistent with what they are telling their customers shows they really have no idea what the problem is ... new boxes, sending engineers, viewing cards needing re-pairing, blaming BT.  I can't wait for them to tell me they are putting my bill up when my contract is due to be renewed!!!