16 Oct 2024 11:22 AM
Recently changed my broadband provider away from Sky. This has given me the much documented 'remote network failure' when downloaded content on demand (Sky has two DNS servers for on demand and has only whitelisted my new ISP for one of them, so 50% of downloads fail)
Tried to explain this to the call centre, but the don't care / listen and decided to send an engineer out, despite me telling them it was pointless and trying to link them to the relevant post on their forums
So th gu came out, read the forum post, saw 50% of downloads fail and said, yeah, Sky and your ISP needs to talk to each other.
Do I now leave Sky? Because we all know this isn't going to be resolved!
Meanwhile, to cheer me up, he changed my box to the HDR one...my TV has HDR and works well with IPTV producing a verifiably HDR picture
So, I've spent a couple of hours downloading stuff I presume is HDR (it's not labelled HDR, but why would Sky help a customer out?!?), but it is UHD and various forums have linked me to films / series thst are HDR
The Sky test tells me my box is HDR, I know my TV is HDR, but it doesn't matter what I throw at it, it's not switching my TV to HDR mode..
Any ideas?
Just downloaded dTrue Detective, S4, ep 1, stated to be HDR...it plays it fine, just not in HDR...
16 Oct 2024 11:29 AM - last edited: 16 Oct 2024 11:33 AM
Posted by a Superuser, not a Sky employee. Find out moreIf it's not labelled both UHD and HDR, it's not HDR
edit: just saw you said true detective is labelled HDR - yeah, PandJ's question on 10bit output being selected?
You sure the original issue is DNS servers? Not something that usually gets "approved", unlike geo-IP locations.
16 Oct 2024 11:31 AM
Posted by a Superuser, not a Sky employee. Find out more
@Craigv9 wrote:The Sky test tells me my box is HDR, I know my TV is HDR, but it doesn't matter what I throw at it, it's not switching my TV to HDR mode..
Any ideas?
Does the TV support HLG?
Have you set to 2160p/10bit?
16 Oct 2024 11:48 AM
I am set to 10 bit
I'm guessing my TV is not HLG compatible?
It's HDR, but 20 years old so probably predates HLG
Will dig the manual out and check...
Thanks
Think I'll be leaving anyway, over the download issue!
16 Oct 2024 12:00 PM
Posted by a Superuser, not a Sky employee. Find out more
@Craigv9 wrote:It's HDR, but 20 years old so probably predates HLG
Are you sure it's actually HDR - as many sets had a 'pseudo' mode rather than genuine HDR.
Proper HDR in TV's hasn't been around 20 years...
16 Oct 2024 12:00 PM
Sorry...10 years old
Ths you for successfully answering this...Ve just checking in with A.I which tells me my model of TV predstes the HLG format so it's not compatible
Given my other issue, which I know from the forums will never be resolved, it seems like my time with Sky is coming to an end
As a family, we've been with them from the start, but times change. They are not responsive to issues. They're probably no better or worse than anyone else, but when you are telling them there's a problem and they literally don't listen. When you're pointing them to a very detailed community post explaining the issue...and they won't look at it. When they send an engineer despite you telling them that it's like less to do so and when their only input is from an engineer saying: Your ISP will have to talk to Sky'...that's not a solution
The fox is simple. Sky need to whitelist my ISP so that I can access their own demand content via my new ISPs broadband
Its a tick box. But it's a box they won't tick...
16 Oct 2024 12:07 PM
Posted by a Superuser, not a Sky employee. Find out more
@Craigv9 wrote:Sorry...10 years old
Ths you for successfully answering this...Ve just checking in with A.I which tells me my model of TV predstes the HLG format so it's not compatible
Given my other issue, which I know from the forums will never be resolved, it seems like my time with Sky is coming to an end
As a family, we've been with them from the start, but times change. They are not responsive to issues. They're probably no better or worse than anyone else, but when you are telling them there's a problem and they literally don't listen. When you're pointing them to a very detailed community post explaining the issue...and they won't look at it. When they send an engineer despite you telling them that it's like less to do so and when their only input is from an engineer saying: Your ISP will have to talk to Sky'...that's not a solution
The fox is simple. Sky need to whitelist my ISP so that I can access their own demand content via my new ISPs broadband
Its a tick box. But it's a box they won't tick...
Which ISP is it? We've had this fixed for other people (on Starlink recently for example)
16 Oct 2024 12:31 PM
Posted by a Superuser, not a Sky employee. Find out more
@Craigv9 wrote:The fox is simple. Sky need to whitelist my ISP so that I can access their own demand content via my new ISPs broadband
Its a tick box. But it's a box they won't tick...
That's not true - we've seen such issues resolved on the forum.
I think we can escalate to the forum team but it may require your ISP involvement too.
16 Oct 2024 03:09 PM
My ISP is Kloud9
No one at Sky has shown th slightest inclination in fixing this
Is there someone I should be speaking to in order to get a resolution.
It does seem to me that I shouldnt have to spend dozens of hours being fobbed off when the solution is available and apparent?
It's VERY frustrating being a Sky customer
16 Oct 2024 03:44 PM
Posted by a Superuser, not a Sky employee. Find out moreI've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/forums/replypage/board-id/skyq/message-id/669820
16 Oct 2024 04:23 PM
Posted by a Sky employeeThanks for escalating this. We’ve sent an invite to @Craigv9 to chat.
16 Oct 2024 10:31 PM - last edited: 16 Oct 2024 10:32 PM
Posted by a Superuser, not a Sky employee. Find out moreHmm
hope they can resolve but wondering if this is the issue with some DNS not getting the lookups propagated correctly for the ad-insertion services
rather than geo-blocked IP ranges.
if so changing to 1.1.1.1 or 8.8.8.8 DNS might resolve it. No reason you have to use your ISP's DNS.
18 Oct 2024 10:03 AM
Thanks. I've tried those with no joy
I did get to chat with Sky and they said they'd resolve this within 73 hours and get back to me via chat...
Though that chat does seem to have disappeared...
Time will tell...
18 Oct 2024 10:40 AM
Posted by a Superuser, not a Sky employee. Find out moreIt does timeout - we can re-escalate if needed...
21 Oct 2024 10:03 AM
Hey,
I wonder if this could be re-escalated?
72 hours have passed and the issue is unresolved. Sky has been keeping in touch via an open discussion, but I fear that that has timed out
I wanted to give Sky the day to get back to me. I can't and won't keep paying for a service I'm not receiving
Grateful for the help so far...
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