SkyQ Download Failed Item Unavailable

[Doc5907]

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@Super+Anthony wrote:

@Laing1 I am only adding what the senior department told me and they don't understand where the information has come from. The person said nothing has been fixed. As mentioned,I told them about here but they said it is not the case and the issue is still being looked at

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Let's look at the facts eh @Super+Anthony . Before the announcement on 31/12 that a fix had been implemented, there were dozens of complaints every day about download issues. Since then, there have been half a dozen people in total including yourself who have some sort of download issue (not necessarily related to the original 'networking issue')

That doesn't really suggest 'nothing has been fixed' does it.

Hope you get your issue sorted though.

[Super+Anthony]

@Doc5907  Not got it fixed but I trust the senior team who I am speaking to. They are not just the customer services but much higher and even higher than the retention team

[Super+Anthony]

@Mark-Br  can you clarify where you got the information from please? I spoke to a very senior team today at sky and they have stated  that the issue is still known and has not been fixed. 

[mike1944]

Well if this is true that Sky have not fixed this yet, my Sky box must have put itself right on its own accord as since the announcement, on I believe New Year's Eve they had a fix, I have had no problems neither has a relation of mine either, we both had had continuous previous download problems. Sky has done something I am sure even if it was a test done to a few boxes of a particular version. The main trouble is that many people phone up Sky and are given different answers from whatever bod answers the phone. Was it not the case that they originally denied there was any problem, or it only affected very few people?

What we no need is somebody from Sky senior management telling us all truthfully what the situation is and what they are actually doing about it and what they have already done about this. Call centre staff are hardly the ones to do this and most of them have not actually got a clue unless it is answered verbatim from a card in front of them.

Everything about this has been dealt with by Sky very badly, to say the least, in fact in the many years I have been a Sky subscriber (ever since analogue days) I have never seen Sky deal so badly with their customers over a problem.

[Super+Anthony]

@mike1944  I agree. I spoke to senior management today and have been liaising with them for a while and have a complaint ticket. But as you stated, we are getting mixed messages and we need confirmation from the top and that will clear it all up

[grog+arson]

@Super+Anthony I think it has been implied from the statement that was made at 09:11 on New Years Eve....

'We have fixed a networking issue. Please could you re-try an On Demand title again?'

But @Mark-Br didn't actually say our problem was fixed, just that they have 'fixed a networking issue'.

I'm assuming that employees aren't allowed to post unless it has been approved?

In fairness, it does appear to be much better now, but clearly not fully fixed.

I agree that there should be some proper response from this so called 'Senior team', but they also need to ensure that their communications are joined up, which is the main frustration beyond the actual problem!!

[Super+Anthony]

@grog+arson  I agree. But mine is still not working. I told the team I am very frustrated but all I got at this stage is it's being looked at and there is nothing that can be done

[grog+arson]

@Super+Anthony That's not really good enough as we are all paying a fair chunk of money a month for this service, and there are alternatives available!

[Super+Anthony]

@grog+arson  I agree completely. To be fair the person on the phone is trying to be helpful, but as a customer who is paying large amounts, I and all the other customers deserve more. I don't think all this negative stuff plus the negative vibes about Sky glass will do their name any good. I do like Sky Q but what is happening at present is simply not good enough

[Harbord]

We have been having this problem for 6-8 months on our SkyQ with 3 mini boxes. Last night was no different. Was trying to download episodes of Spring Tides (STV). Would not download in HD or in SD no matter what tricks we tried. So reverted to Firestick which downloaded perfectly on STV Player. We have assumed that this problem is due to a lack of capacity at Sky during anything other than off peak periods as our wifi is excellent and we have no such problems on Netflix, IPlayer etc. Seems like we can sometimes download at 0800 in the morning but never on a Friday or Saturday. Sky is clearly not doing anything about it and is also not communicating. What is the next best platform to switch to with good navigation ? To add another weirdness we do not have the same problem on our single SkyQ box in London.

[grog+arson]

@Harbord I think the problem is that most on here are long time Sky users so probably don't have much experience of other services, but from everything I've read, the others aren't really competition for Sky............when it works!

Is the Sky Q box that's working for you a different version, is it running the same software, is it configured the same?

[Super+Anthony]

It's so disappointing that even Sky don't know the cause of the problem. Still did not work this morning. I will soon look at any further options I can look at. Maybe third party who deal with complaints when the customer is not happy with the outcome

[SimonInSudbury]

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@Super+Anthony wrote:

It's so disappointing that even Sky don't know the cause of the problem. Still did not work this morning. I will soon look at any further options I can look at. Maybe third party who deal with complaints when the customer is not happy with the outcome

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@Super+Anthony 

Maybe Trading Standards will be able to assist. At least they may be able to advise who else to contact if they are unable to intervene on your behalf. 
I am making 2022 the year of zero tolerance of companies which treat their customers with complete contempt, as Sky has done in this case.

[Super+Anthony]

@SimonInSudbury  That's very helpful. I will try and do something this week as it's not sufficient so far from Sky 

[Super+Anthony]

@SimonInSudbury  Found out it's Communications and Internet Services Adjudication Scheme (CISAS)