SkyQ Download Failed Item Unavailable

[Trekker2013]

I have changed the DNS setting to all the 8s and still have the problem.

[Tvfan2000]

What are the chances of demand and movies on demand will be working by Christmas? 

[Hippey]

Still having the same problem, no matter what the DNS setting is, although the error has changed to 'remote network problem'.

I have no idea how Sky have set up their internal network but it seems to be an availability issue rather than a DNS one. For instance, being able to randomly download the odd programme and not another seems like capacity - very much like load balancing. DNS failure is more likely to lead to a permanent error, unless only part of the routing is incorrect. 

Has anyone run Wireshark on their network to see what requests the boxes are making and where to? Been meaning to sit down and look at this but just not had the time yet.

[deejay55]

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@RogJG wrote:

Same problem failing to download - "Failed, Remote network problwem" Have changed DNS as suggested that allowed one download to work then back, to the error. 

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@RogJG  - skyhelpteam on twitter say "we are still working to resolve this issue and as soon as we have a solution, an update will be provided"

[deejay55]

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@Trekker2013 wrote:

I have changed the DNS setting to all the 8s and still have the problem.

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@Trekker2013 - skyhelpteam on twitter say "we are still working to resolve this issue and as soon as we have a solution, an update will be provided"

[deejay55]

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@Tvfan2000 wrote:

What are the chances of demand and movies on demand will be working by Christmas? 

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@Tvfan2000 - skyhelpteam on twitter say "we are still working to resolve this issue and as soon as we have a solution, an update will be provided"

[Tvfan2000]

I got this message on Twitter 

There's some different issues and the message about Download failed, Item unavailable is linked with those not on Sky Broadband. There is a workaround which is giving a temporary fix until we get a permanent solution in place for this.

Firstly, you need to delete any failed programmes from the planner and then from the deleted items and you also need to do the process below on all your boxes. You also need to take a note of the settings on the box before you change them.

So first go to services > settings > network > Take note of your IP Address, Hub name, DNS and password >
On the same page there will be a prompt for manually entering details > you will want to enter the above details as they were originally and the DNS setting you will need to change to 8.8.8.8 and save >

after that restart the box and then retry downloading.

If this doesn't work repeat the steps as above but this time change the DNS to 1.1.1.1 If this does not work revert the details to what they originally were using the notes you have taken at the start.

doesn't work though 

[deejay55]

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@Hippey wrote:

Still having the same problem, no matter what the DNS setting is, although the error has changed to 'remote network problem'.

I have no idea how Sky have set up their internal network but it seems to be an availability issue rather than a DNS one. For instance, being able to randomly download the odd programme and not another seems like capacity - very much like load balancing. DNS failure is more likely to lead to a permanent error, unless only part of the routing is incorrect. 

Has anyone run Wireshark on their network to see what requests the boxes are making and where to? Been meaning to sit down and look at this but just not had the time yet.

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@Hippey - skyhelpteam on twitter say "we are still working to resolve this issue and as soon as we have a solution, an update will be provided"

[grog+arson]

@bob1234 @Does that mean you have direct access to Sky as somebody has suggested?

[IHSIAN]

I wonder if anyone has tried to download a purchased film - Sky will soon sort it out of they think that they are going to lose revenue!

[grog+arson]

So, if I where a betting man, I would say that Sky's greed for new customers and for people to sign up to new services has outstripped their Server and network capability to provide the service!

I'm getting intermittent download service, it does appear to have moved from an On Demand service to a download something when you think it will be a bit quieter Service. 😉

I know that they keep saying it's a BT Broadband issue, and this may be the case, but as BT are the biggest supplier of Broadband, then Sky really need to make their services work for BT and every other Broadband provider. I realise that it's difficult to test for all scenarios when new versions of the software are being developed, but surely they have enough customers across all suppliers to form a working group and test properly, rather than what appears to be a release and hope process that they currently follow?!

As they seem to want to push more in the direction of streaming services, they really need to sort this issue out, it clearly isn't difficult as Netflix, Amazon Prime, Disney +, Apple TV+ and many others don't seem to have this issue.

Strangely, they offered me a download and keep version of The film Sing yesterday, and this downloaded without any effort. 😊

Fiddling about with network settings on your router is clearly not the way to go, it just gives people a false sense that they have a fix, but it just fobs you off and gives them some breathing space, it's a classic Software developer ploy. 😉

I am a BT Infinity customer, but soon to become Gigaclear.

my box is a Gen 1 Sky Q 2TB (32B064)

its running software version Q180.000.17.00L (5f5ezl0)

Previous issues occurred when they moved from Q160 to Q170, this was fix when they reverted to Q160, now Q180 has fixed that issue, but clearly introduced another.

[grog+arson]

Apologies for the long post, but I think it will help those coming along behind as this is quite a big problem. 🙂

[Trekker2013]

Well I don't know if Sky have fixed it but I have now downloaded a couple of things without a problem.

[grog+arson]

@Trekker2013 From Sky channels?

I have just had no issue downloading from ALL4

[Goooner1]

Non-sky channel downloads have been working fine in my experience, just Sky's own content seems to have a problem.