Recording stick at 0% download except BBC

[PSAA]

On Friday morning my sky TV guide woudln't load - probably a software update so did the obvious, reboot the sky box and all was well..........  Until I tried to record something.  When you try and record anything from catch up TV (except BBC) the download sticks at 0%.  It will however record shows that are shown live on TV so all series links work.

Not the end of the world except this happened last year and wasn't resolved for 3 months until the next software update was installed - that's the best that sky could do.  I'm irritated this has now happened again as how many people watch live TV these days - we all surf around and choose box sets or the like that we want.

Has anyone else had this and how did they resolve it?  I refuse to do a factory reset as that's one of the steps suggested last time which didn't work and meant I lost any my prior recordings so didn't have those as back ups. 

[Mr+Flibbles+86]

Hi there @PSAA, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

Thanks for chatting to us @PSAA . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Marie48]

We are having the exact same problem. Downloads stuck at 0% and tried all troubleshooting. Any help available?

[Quoman7]

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@Marie48 wrote:

We are having the exact same problem. Downloads stuck at 0% and tried all troubleshooting. Any help available?

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Hi @Marie48 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on?

[PSAA]

Thanks Lisa but the engineer will be here on Monday so I'll now just wait for that.  Appreciate you getting back to me.

[PSAA]

Hi Marie.  The engineer is coming on Monday so I'll post again once they've been if there is anything useful I can share.  My prediction is that it can't be fixed until the next update (just putting it out there!!) but I'll be very happy to be wrong and there is something that can be done.

Will let you know.......

[PSAA]

As sky engineer came out yesterday afternoon - a lovely man.  As predicted he tried everything including putting in a brand new box, swapping out the card and pinging the existing card.  Nothing worked and I am still where I am (this time at least with my old box back in place so I at least have my old recordings).

I will be phoning sky this morning again to report the issue.  I would have been very happy to be wrong in my prediction but I wasn't - here we go again - I'm guessing I'll have my full service back in roughly May when I'm guessing the next update will be released.........

I hope you have better luck @Marie48 but I promised I would let you know the outcome.

[Chodley]

have you / did the technician try connnecting the Q to the router via ethernet?

[PSAA]

Thanks @Chodley  No he didn't do that but BBC and ITV download just fine so it's not a connection issue he didn't think. 

[Invisiblename]

@PSAA  You have my sympathy but I don't understand why you think a software update will resolve your issue? If it was a software 'bug' we'd all be having problems.

[PSAA]

Hiya. I totally get why your asking this. It's because the exact same thing happened a year ago. That was the best sky could suggest and lo and behold, after the update everything worked again but the updates are every 3 months or so. 

[PSAA]

Oh, also, the engineer that came last year told me this was a known issue affecting some but not all people. 

[lettice]

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@Marie48 wrote:

We are having the exact same problem. Downloads stuck at 0% and tried all troubleshooting. Any help available?

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Try the rebooot of your box and if not cured try the reset hard drive option, as described in this Sky help article  linked below;
Sky Help | Sky.com.

If that does not solve your probem, at the bottom of the second page fo that help article you can order a replacement box online.
If you do order a replacement one, make sure you remove your Sky viewing card from your broken box, as you will need this to place in your new replacement box.

[Quoman7]

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@lettice wrote:

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@Marie48 wrote:

We are having the exact same problem. Downloads stuck at 0% and tried all troubleshooting. Any help available?

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Try the rebooot of your box and if not cured try the reset hard drive option, as described in this Sky help article  linked below;
Sky Help | Sky.com.

If that does not solve your probem, at the bottom of the second page fo that help article you can order a replacement box online.
If you do order a replacement one, make sure you remove your Sky viewing card from your broken box, as you will need this to place in your new replacement box.

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@lettice apparantly an engineer tried a different box and the OP still had the same problem?

And now has the old box reinstalled.