Catch up issue

[Karen135]

Can anyone help? For at least two days we can't watch catch up. Can watch on demand so connection is ok.

 Have switched box off and on again.

when try to download it says 'we're having trouble reaching this service right now. Don't worry we'll keep trying'

thanks 

[MightyQuinn]

Hi @Karen135   Have you tried rebooting your broadband router to refresh its DNS. Exactly what programme and format are you trying to download. At least we will be able to tell you if the problem is at Sky's end.

[Karen135]

Hi I haven't rebooted the broadband as Netflix etc all works. Have tried to download several catch up programmes but it's Playform 7 I want.

[MightyQuinn]

Hi @Karen135   Platform 7 downloads without problems, so it must be your end. Please note that Netflix etc. do not use the DNS of Sky On-demand and Catch Up, so the fact that they work is irrelevant. I would try rebooting your broadband router.

Please note you may have to clear the download queue and tidy up the failed attempts, delete them , and then delete them from deleted.

[Karen135]

Thanks for your advice

ive rebooted the router, not sure how I cancel anything in a queue though? Don't think there's anything pending as nothing had the download sign on it. If I go across from catch up tv to choose BBC etc then it just brings up the message as before about trouble reaching service. Anything else I can try?

[MightyQuinn]

Hi @Karen135 

First delete any failures from: Sky (the remote button) -> Most recent.

To clear the Queue: Home -> Recordings-> Manage -> Downloading. Then back to Manage -> Deleted.

I used the Voice command "Platform 7" to bring up the Episodes.

[Bottomdollar]

We are in the So31 and Po14 area and a number of us have had engineers out. Apparently Sky have a problem with Outreach blocking the request to download from Sky Broadband.

We have no answer when it will be resolved and it has now been going on for about 3-4 months. We have been told the only resolution is to change from Sky Broadband to an alternative which I belive some have already done. So basically we are not getting what we are paying for from our service!