SkyQ Download Failed Item Unavailable

[grog+arson]

@zoeclaire11 @Not seen or heard of any issues downloading from channels other than Sky, so maybe the ALL4 download will give some clues, maybe try it again now and let Chloe know the time so that the logs can be checked.

The downloading the wrong thing sounds more like something you would expect from a torrent site, so maybe as you say this is a labelling issue somewhere that needs updating, again maybe worth trying that again and sending on the details?

[Markh72]

Hi Chloe we have had this issue for 2 months now. This has affected all sky movie downloads, all sky channel box set downloads. BBC and itv hub seem to work fine. We're paying £100 per month for complete tv service and am worried how long this will last as it has already been going on so long..  I am happy to help in any way I can but will customers be getting any form of compensation?

[deejay55]

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@Twigletto wrote:

Well, not only do I have download issues- that seems like a high class problem. The Q box is now refusing to connect to the Internet.  

When I told sky about the downloads, she said yes, they are aware. 

Funny, they don't delay in taking my money. Grrrr

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@Twigletto - we had the same issue with sky q wi-fi connection repeatedly dropping out although no problems with problems with other devices. Connected Sky q with Ethernet cable has maintained internet connection for us.

[deejay55]

... the relevant teams are working hard to resolve this issue ASAP.

In the meantime we are asking not to change DNS settings and as a temporary solution download your content to your box via the Sky Go app. 

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@Chloe-W22 - Thanks for posting, but changing DNS settings as a workaround is the only way we can see to get any downloads in HD. 

[SimonInSudbury]

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@Chloe-W22 wrote:

Hi all,

We are aware we're experiencing issues with our Sky Q and Sky+ HD boxes with customers reporting intermittent failed downloads on On Demand content.

It’s been reported that this is happening with both customers using a 3rd party broadband as well as our own Sky Broadband customers too.

We are aware that this will cause inconvenience for you all especially during this time of year and we want to reassure everyone that the relevant teams are working hard to resolve this issue ASAP.

In the meantime we are asking not to change DNS settings and as a temporary solution download your content to your box via the Sky Go app. 

I have reached out to some users on this thread for some help whilst we test different scenarios if you would like to get involved with this you can let me know below.

I'm really sorry for the inconvenience this is causing.

Thanks,

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@Chloe-W22 Sky+HD box fails to download virtually anything on all Sky channels, channel 4 and its derivatives, channel 5 and its derivatives and some UKTV channels. All4, ITV and BBC programmes always download successfully.

also noticed that adverts in any programmes I do manage to download pixelate badly, particularly either side of the programme itself. Some downloads with no adverts download successfully.

Latest attempt to download: Wirecard: A Billion Euro Lie (Sky Documentaries) in SD failed at 17:58 on Wednesday 22 December. Reason shown: failed rec: item unavailable. Programme actually expires from on demand on 25 December.

Hope this helps.

[Twigletto]

I fear I haven't got one anymore,  but thanks, I'll get one, will be a backup.🙂

[TazG666]

So, I tried yet another DNS and finally got one to keep working,  downloaded 10 episodes so far, its very very slow but its better than nothing. 62.6.40.162 was the winner for me.

Thanks to everyone on here who helped. It was this community that helped, not sky tv, seems I'm paying the wrong people!

[Arno]

Hi

Having problems downloading programs on SkyQ, I have updated the software, reset the box and also unplugged and restarted it. Recorded something on Sky documentaries two nights ago.....will not play/download whatever I do. Cannot get stuff on iplayer either......this is really annoying as some stuff will play on record but most of the sky stuff will not. This seems such a waste of my money.....and it was a two part documentary....crime of the century......watched the first part but cannot get access to second part!!! Really annoyed!!!! Compensation please Sky.....paying for a service of which I'm only receiving a part of!!!

Angry Arno

[Super+Anthony]

I have been having frequent calls with senior people at sky and it's a big issue and they are apparently trying as fast as possible to sort it. It would be nice though if they gave us some discounts as it's been going for a while

[Andy56]

@Chloe-W22 

Hi Chloe

Just to let you know that before I changed my DNS to one of the BT ones, I did use Sky Go to do downloads, but success was intermittent. Sometimes it worked, sometimes I got item unavailable. 

Hope this is useful. 

At present with the BT DNS I have a solid 100% service so I am reluctant to switch back to the original settings. 

[deejay55]

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@TrevA wrote:

@Mark8574 

According to what the engineer that I spoke to, it is a Sky problem.The reason it is only happening on Sky downloads and on demand etc is that these have adverts in them which are old adverts. These are on a different server to the actual programme and Sky Q cannot cope with this. This is why Netflix, BBCiplayer, Amazon and now I assume Appletv all work because there are no adverts

It has been an issue for several months and a fix is being worked on. The 8.8.8.8 and 1.1.1.1 temporary fix and it seems to be a different length of temporary for different subscribers

Trevor

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@Chloe-W22- is there something in this earlier post that may assist?

[JPP-Phillips]

I can only echo everyone's frustration with this situation.  I changed my dns to 8.8.8.8 and had initial success of downloading 5 episodes of Greys anatomy (series 18) sky witness then had a failed messages regarding remote server ? Changed back to original settings after seeing the info re: sky go but that didn't work at all.  I've also had  issue downloading sky atlantics 'in treatment'.  Not sure what else to do.  I will try 1.1.1.1 tomorrow.  

[mike1944]

This thread comes up on the title page as "Solved", on the righ hand side, I do not think it has.

[Twigletto]

Hi, yes, tried that thanks. Someone is coming on Xmas eve to fix it. Watching smart TV till then.   Cheers!

[Almarshall238]

I'm also having problems with failed unavailable tried as suggested with Skygo and on both of our boxes but still will not download very annoying as it episode 6 on Departure.

Any more suggestions?