SkyQ Download Failed Item Unavailable

[BadMoFood]

COPIED FROM DUPLICATE THREAD:

So,  On demand, catchup  (anything requiring download) doesn't work.

Initially, it was saying download failed after hitting 1 percent (within a few seconds).

Now, no activity whatsoever - click download and no response.

For several weeks I've had issues with initiating any recordings/downloads from either the Sky Q main box or the Sky Q mini box.

I assumed it might be a hardware fault with the main box.... etc.  Called SKY who sent engineer following day.

I had an engineer out who said it's a current thing/issue (just seen another customer with EE broadband) -

Engineer's actions:

Replaced main box -

Then switched the boxes to use Google's DNS servers (8.8.8.8) rather than BT's however this hasn't rectified the issue (he said this may be the case).

24 hours later and it's no better.   So here I am.  I'm starting to think this is not anything to do with DNS.   The engineer also showed me messages from fellow engineers.  I will not divulge what was discussed.

Setup:

• 1 main box + 1 mini box
• Wired network
• BT Broadband 900Mb service.
• Wireless disabled on Sky devices. No wireless networking used.
•  
• No VLAN etc.  Straight-forward BT IP setup....

Note: Sky Go app still works and allows download (through a PC using BT DNS).

Anyone else having this issue?

[BadMoFood]

I'm waiting for my £5.  You lucky.

[BadMoFood]

They're blaming BT, but it's not BT.  It's a Sky issue. 

[MrMem]

I could be wrong but I reckon it's a performance issue with the Sky servers/equipment, although this doesn't explain why Sky broadband customers are not effected.  Since Sky Glass users have no dish, everything is delivered via broadband, so I wonder if the servers can't cope with all the extra demand.

Reason for my theory: I changed DNS to 1.1.1.1 and 8.8.8.8, sometimes worked but usually didn't, but downloads early in the morning have always worked for me for the last 3 days (e.g. 4am - I work shifts).  Downloads anyother time rarely work.  Broadband is with BT.

[SkyBlueToo]

I have Sky Q and BT Home Hub 5 router...had the same persistent problems. Tried all the usual 'fixes' with the Q box...no success. Did all the usual at the router end...nothing. Had BT do a line test...nothing. Had a BT engineer visit to check router and internal network...nothing.

It's a Sky issue and it needs to be sorted quickly.

[KCW]

We are having exactly the same problem.  Have spoken to BT who has informed us that if we are able to use our phones, our internet, iPads, etc then it isn't a problem with BT or the IP address so BT has put us back to Sky who says it's BT's problem.  We are going round in circles and not happy at all.  Why am I paying over £100 for a service that is not fit for purpose with absolutely no resolution?  After speaking to Sky they say they have no idea when this problem will be sorted.  NOT GOOD ENOUGH SKY!

[TrevA]

Hi, first time posting here, having all the issues that other people mention

My Sky HD box would not download so called Sky, lady talked through solution

but then mentioned I could upgrade to Sky Q

Thought this sounded great (yep !!), installed Friday last week, cannot download most of content, did manage to download an Old Grey Whistle Test concert on BBCi player. All Sky channels do not let me download inc movies, tried something from ITVhub and message came up that I have not subscribed

All very annoying, even more so when they are pushing Sky Cinema in the run up to xmas on Facebook, surely they must know that there will be download issues, there again surely they must have known there would be issues when they installed my Sky Q on Friday as a lot of posts pre date December

Final point, how do you think they will let us know when it is fixed ??

Trevor

[KCW]

I was informed almost six months ago when the engineer installed SkyQ that there was a potential issue regarding IP addresses and catch-up/on-demand problems.  Sky is blaming BT and BT is blaming Sky.  Spoke to both providers this weekend for almost THREE HOURS.  BT were very helpful saying that if I can gain access on our iPads, iPhones, and computers etc. (which I am able to) then it cannot be a BT problem.  Sky is skirting around this issue.  It is their responsibility to fix this not anyone else.  Strange how they say that IF we went with Sky as a broadband provider, then the issue would be fixed.  Not too sure about that one however we have over 18 months left on our BT contract when we upgraded to SkyQ we had to upgrade our BT broadband.

I wish someone would take responsibility for this debacle and I think that the responsibility firmly lies at the feet of Sky!  Shame on you Sky!!!!!!  

I may go back to the old ways with a skybox and problem solved.......  If there was another way to get rid of Sky completely I would.

Some form of compension needs to be handed to all of the poor customers such as I who are unable to access all the information on the SkyQ box because the provider is not fit for purpose.  If it was any other company legal action would take place for allowing to take on customers without informing them of this issue.  There may be only 2-3 thousand customers who are facing this problem but thousands or just a few the policy should be the same.  If you know there is an issue STOP UPGRADING PEOPLE TO SKYQ.

[deejay55]

There are also comments about this issue on twitter @skyuk and @skyhelpteam 

[LGUser]

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@deejay55 wrote:

There are also comments about this issue on twitter @skyuk and @skyhelpteam 

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Any idea what these caomments are?

[deejay55]

@LGUser - same as this forum. Try searching for "sky q download failed" on twitter.

[ShrubT]

direct quote from sky - "We are aware of this are currently investigating this with the highest priority to find a resolution. Apologies for an inconvenience this has caused. Thanks, Michelle"

[stevemorgan2]

I am unable to download episode 2 due failed download, item unavaiable,. Many resets tried.

[KCW]

Yes, same issue.  Phone calls to both BT and Sky, Sky blaming BT and BT blaming Sky.  After a VERY LONG discussion with BT, we have all the necessary access to iPhones, iPads and computers therefore after a process of elimination it is Sky's issue and NOT BT's.

We were told six months ago that only a very few Sky customers have been experiencing these download issues, primarily BT broadband customers and then last night that "few" increased to several thousand!  I have also found out that EE broadband users are also experiencing these problems.  Funny that Sky broadband customers are not.  Makes me think that this is Sky's way of trying to poach other broadband users into getting them to use their broadband.  If this is the case then shame on them!

Sky is not providing an item that is fit for purpose so they need to get their compensation hats on and then offer all of these customers a resolution to the problem, not that "they are working on it".  They have been working on it since the middle of this year.

[KCW]

Do you think they would prioritise sorting this issue out or offering compensation and perhaps offering to instal the original sky boxes and cable for free if someone involved Watchdog?