Have been able to download out with Sky Q box for a few days

[Veteran67]

When I try to download anything, firstly the downloading status shows zero and stays there. Eventually a message pops up saying download failed no broadband. So after doing the usual, ie switching on and off, plus rebooting both Q box and Broadband router, then checking via Settings to confirm Status boxes are ticked for both Signal and Network which is all good, I still can't download owt! Any suggestions as to how to rectify, or is there perhaps an issue with the Q box? By the way software is on the latest update.......would be good if anyone can help......

[MightyQuinn]

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@Wibbly-Woo wrote:

@Daniel0210 Sorry - you'll have to explain - should I not have changed the DNS or was that OK ?

Because I appear to have resolved it ...

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Hi @Wibbly-Woo   You have not resolved it, you have used an "unofficial" workaround. If it now works, leave it alone.

[Daniel0210]

@Veteran67 

Is your broadband with TalkTalk? 

[Mark39]

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@Wibbly-Woo wrote:

@KevNewMedia 

Hello,

Could you please confirm exactly what you meant in your last sentence ?

"Please note that the workarounds being discussed are not ones that we can ask you to do."

Do you mean "DON'T CHANGE THE DNS settings" or what ?

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@Wibbly-Woo I suspect it's simply that Sky can't commercially endorse any DNS provider other than themselves. .

[Veteran67]

Hi there, not sure, why Daniel?

[Chodley]

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@Wibbly-Woo wrote:

@Chodley

is that 1:1:1:1 or 1:0:0:1 that DNS should be set to .... ?

both numbers have appeared in this thread

I used 1:1:1:1 and that appears to work

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Either are fine. They are both highly reliable DNS servers hosted by Cloudflare.

[JNorrisSky]

Since yesterday evening I have been unable to download any Sky movies or general programs 'on demand'.

it keeps saying 'download failed' no broadband, however the broadband is working fine.

i have even tried downloading latest software and telephoning for technical help.

Have been advised it could take 48 hrs, but no offer of compensation or reduction in subscription!! Poor service

[Daniel0210]

@Veteran67 

See this thread. The issue is common with customers of TalkTalk. 
https://helpforum.sky.com/t5/Sky-Q/Sky-Q-download/td-p/5096145 

[Veteran67]

Thanks & much obliged Daniel, will check this out later when I get home

[Chodley]

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@Wibbly-Woo wrote:

Why can Sky not send updates out to do this remotely ?

There must be thousands of customers affected by it ..........

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Doesn't work like that. It's not technically possible plus this isn't a change that Sky would want to do. You should use your own ISP's DNS really, especially on your router, but this workaround has no real technical downside.

I'm sure between them and TalkTalk / any other affected ISPs, it will get sorted but if it was me affected, I wouldn't want to wait. Can always change it back in a month once the dust will have settled.

[Louisa01]

Download is not working.

Full reset completed.

Broadband checked and sky confirms connected.

However try to download and it says no broadband.

Not sure what else can be done.

[Daniel0210]

@JNorrisSky 

There are lengthy threads on the Sky Q and Sky+ boards. Which do you have? 

[xenon81]

Are you on TalkTalk? Many TalkTalk customers are reporting problems with Sky downloads at the moment, however the Sky download service is working as normal with other ISPs. 

[JNorrisSky]

I have Sky Q 

[Gaynor53]

Hi I have similar issue how do I update the talk talk