SkyQ Download Failed Item Unavailable

[grog+arson]

@Essexgolf Doing a full reset is effectively what happens should you accept a new box from Sky, but I wouldn't recommend it and the only way I'd go that route is if my current box burst into flames and everything was lost anyway ☹️

[Trekker2013]

Over the weekend all seemed fine and we even managed to download and watch Landscapers. Today 'Download Failed' has resumed. Software update run and DNS set to 1.1.1.1 but all to no avail.  I am with BT and if this is not sorted soon I will be asking Sky for a release from contract so I can go to BT TV. I understand that Sky are moving to be internet rather than Satelite based for delivery. Maybe they are using us as the Beta testers.

[Azteclife]

We've been with sky over 15 years but the way they've handled this will definitely make us consider going elsewhere when we're due for renewal - especially as I see BT TV now includes Netflix and is cheaper than sky. 

[Damien1]

Succession s3ep8 ... failed: item unavailable 

FIX IT SKY.

Xmas round the corner ...

[Tvfan2000]

Anyone else having problems with internet connecting to the sky q box with bt where it works then the connection goes? 

seem strange it was all working fine then suddenly stops 

[IHSIAN]

Changed DNS to 1.1.1.1 on Q box -  was able to download one episode of Landscapers but second failed. Then changed from UHD to SD for  failed episode and it downloaded successfully. It would seem that the system can't handle large downloads at the moment?

[grog+arson]

@Tvfan2000 Yep, similar for me, things started to go downhill from last Friday, nothing changed from my perspective, the BT router last firmware updated on 30th November and the Software version of my Sky Q box was at least a week before that, so nothing has changed in my environment.

As you've probably seen from some of the posts on here, it appears to be a bandwidth issue at the Sky end of the environment, and anything they offer you as a 'fix' currently is just a delaying tactic, they may end up costing you in the long run! ☹️

[Damien1]

@IHSIAN - it's a coincidence. I try to download a Succession episode in HD it fails. I just tried again. Failed. I tried the SD version, also failed immediately.

[IHSIAN]

@Damien1 

I agree that it still appears very 'hit and miss' . I am not technically minded and I am sure someone on here will put me right but as more people purchase Sky Glass which relies entirely on broadband rather than a satellite dish, is this eating up capacity to the detriment of Sky Q and other Sky users?

[Dazzer17]

Just another voice to the chorus to get Sky to sort this out. Couldn't download episodes of Landscapers or Dan Brown's The Lost Symbol on HD, however UHD...not a problem?!?!

I have BT SH2 but have The Sky Q box connected via ethernet cable to a TP-Link wi-fi extender (due to Sky box constantly losing wi-fi connection.)

[TrevA]

About KarenET - Sky Community

It is because Netflix, Amazon and BBCiplayer do not have adverts

(as per my post of yesterday)

Trevor

[grayuk]

I think it’s time to look at the facts as I know them for definite.

I had Sky +, reported the failure and got told it was the box, so I upgraded.

This was last Friday, the engineer was excellent and showed me his tablet, on which was a bulletin to engineers regarding this problem. I read it, it clearly stated that this was a known issue with ‘3rd party’ ISP (none SKY Broadband), and the status of the issue was ‘gathering data’.  It recommended the workaround of changing the DNS on the SKY Q to 1 1 1 1 or 8 8 8 8. When the engineer tried this it failed but what I have learnt from this thread is that you must do a power off at the wall and cold start after the change, this he did not do.

My setup uses Ethernet cable not Wi-Fi to the BT rooter, so I have never seen the ‘drop out’ issues some have.

So what we/I know is for sure is.

• This failure is also on SKY + as well as Q
• The problem is known by SKY and under investigation.
• It only affects 3rd party ISP.
• There is a proposed workaround changing the DNS IP.

I have managed to get mine to work (for the last 24hrs) by changing the DNS IP to 1 1 1 1 .

To change this on Q is easy (don’t change anything else) but you must save your change, then switch off at the wall.

Allow reboot and then check that the DNS IP is still changed.

As I say, it is currently working for me, for how long? I do not know.

Hope this is of use to some of you guys.

[grog+arson]

Hi @TrevA yep saw that and checked back, some of the Dan Browns i downloaded had adverts, some didn't, but unfortunately all of them caused problems when trying to download, so i think this is also a Red Herring designed to placate us. ☹️

[grog+arson]

Hi @grayuk its interesting that the engineer that came to see you actually had some information, as you will see from historic posts on this thread, there are lots of Sky personnel that profess to have no information regarding the issue.

I think we all agree that it only appears to be impacting non-Sky Broadband users, and in particular those using the Sky mesh setup to connect to mini boxes and the router (like you i am direct connected and don't get the network dropout that a lot on here are seeing).

The DNS change on the Sky box, even with a hard reboot, seems to be at best a temporary fix, i think the best we have seen is a couple of days before the issue comes back, and i think this may be because the DNS settings reset, but I haven't seen this to confirm, i would be good to get something definitive on this.

Clearly for those that are having more sever issues, the DNS change seems to give some respite, but from all I've seen on this thread, we really need Sky and BT to talk and resolve the issue, after all BT are the biggest Broadband supplier in the UK, so they really need to 'kiss and make up'! 😉

[GaPe]

Might look like DNS change only works for a couple of days because if it is longer they don't come back here! I set to 1.1.1.1 a week ago and have had no problems downloading since. DNS has not been reset.