Sky Q downloads disabled?

[MarkL81]

How do u do this on the eero app, what section do u go into. Thanks 

[a.mcfadyen]

In the eero app, go to Settings/Network settings/DNS. 

Select Customised DNS, then enter 1.0.0.1 in both the IPv4 Primary and IPv4 Secondary fields. 

Click Save at the top of the screen and that should fix things. It might take the Sky Q box a minute or two to catch up. 

[Wibbly-Woo]

@Daniel0210 Yes TalkTalk is my ISP - Why does that affect what I can do with my Q box ?

[Deet]

You need to disable some security features (advanced security & ad blocking) temporarily in the eero app to allow the "customise dns" to be used. Can turn them back on after you have saved your new settings. 
Think the dns server can also be changed from within sky on the sky box advanced network settings. 

[Chodley]

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@Deet wrote:

You need to disable some security features (advanced security & ad blocking) temporarily in the eero app to allow the "customise dns" to be used. Can turn them back on after you have saved your new settings. 
Think the dns server can also be changed from within sky on the sky box advanced network settings. 

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Yeah you don't need to change it on the router

[Chodley]

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@a.mcfadyen wrote:

In the eero app, go to Settings/Network settings/DNS. 

Select Customised DNS, then enter 1.0.0.1 in both the IPv4 Primary and IPv4 Secondary fields. 

Click Save at the top of the screen and that should fix things. It might take the Sky Q box a minute or two to catch up. 

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I wouldn't use the same one for primary and secondary. You might as well leave secondary blank if you do that since it's only used if the device can't contact the primary.

Stick 1.1.1.1 or 8.8.8.8 in for the secondary so you have a fallback if anything happens to 1.0.0.1 (unlikely as that is)

[JeffL]

I also have a talktalk router

Many thanks to DaveW99

Sky help were useless but changing my DNS to 1.0.0.1 sloved the problem

[Daniel0210]

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@Wibbly-Woo wrote:

@Daniel0210 Yes TalkTalk is my ISP

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@Wibbly-Woo 

I have moved your post into the thread discussing this. There is a similar thread on the Sky+ board. The common link is having TalkTalk broard. Sky are aware. 

[rob_]

So today I found a fault on my skyQ box;  catchup and series linked stuff would not download,  it just showed  'Downloaded(0%)'   and no red recording light on skyQ box.  I then tried the usual switch off and switch back on again. This did not work either. The skyQ help suggested I call them so I did. This took a while with the service operator which, after trying everything else, ended up in a hard drive reset.

I lost all my recordings!!!!  I was told it must be my old SkyQ box which is over 6yrs old and that I would be sent a new one to install the next day.     I then checked this forum and found a thread suggesting a DNS setting change .   This is in the settings, then  network then, advanced settings.  On changing the DNS to 1.0.0.1    I returned to the home screen and the 'Download' function  worked.

I am extremely unhappy that I was instructed to reset my SkyQ box and lose all my recordings and in App memories. 

I am not happy as there was a fix for the download problem that their phone customer service did not have which led to all my recordings being lost.   Its also a fault in the advanced settings of the Network which is not an 'easy fix' for non-technical people (most of us)    

[TommySmith1]

Exactly this - it seems to be a common issue and looks like the DNS settings got corrupted to 79.79.79.79 probabaly during some remote upgrade process. Setting to 1.0.0.1 then back to automatic cleared it up. 

The worrying things are :

should upgrades be tested before release?

how is it that customer supporet doesn't know this fix?

It's okay if you're tech savvy but suppose you're not - i know people who would not be happy messing around with manual network settings.

[Chodley]

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@rob_ wrote:

So today I found a fault on my skyQ box;  catchup and series linked stuff would not download,  it just showed  'Downloaded(0%)'   and no red recording light on skyQ box.  I then tried the usual switch off and switch back on again. This did not work either. The skyQ help suggested I call them so I did. This took a while with the service operator which, after trying everything else, ended up in a hard drive reset.

I lost all my recordings!!!!  I was told it must be my old SkyQ box which is over 6yrs old and that I would be sent a new one to install the next day.     I then checked this forum and found a thread suggesting a DNS setting change .   This is in the settings, then  network then, advanced settings.  On changing the DNS to 1.0.0.1    I returned to the home screen and the 'Download' function  worked.

I am extremely unhappy that I was instructed to reset my SkyQ box and lose all my recordings and in App memories. 

I am not happy as there was a fix for the download problem that their phone customer service did not have which led to all my recordings being lost.   Its also a fault in the advanced settings of the Network which is not an 'easy fix' for non-technical people (most of us)    

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Welcome to big company tech support. Lowest salaries and dumbed down scripts always win in the end as they inevitably optimise for "shareholder value".

It's not a fault in the advanced settings of the network. It's a fault in TalkTalk's environment which you are having to work around by modifying your advanced settings away from the default. This change is about a 2 or 3 on the 1-100 "technical people" scale. It's just lack of familiarity for most people but it's not a particularly technical thing to do.

[Chodley]

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@TommySmith1 wrote:

Exactly this - it seems to be a common issue and looks like the DNS settings got corrupted to 79.79.79.79 probabaly during some remote upgrade process. Setting to 1.0.0.1 then back to automatic cleared it up. 

The worrying things are :

should upgrades be tested before release?

how is it that customer supporet doesn't know this fix?

It's okay if you're tech savvy but suppose you're not - i know people who would not be happy messing around with manual network settings.

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No, 79.79.79.79 is correct. It's got absolutely nothing to do with any software upgrade or corruption. Just that the DNS server owned by TalkTalk at that address is confused / its records are out of date and doesn't know where Sky's services are. By changing to 1.0.0.1 you're just using Cloudflare's DNS instead, which is super reliable so no real downside to doing so.

[Abdnpete]

Hi everyone,

This is my reply to an ever growing problem. Does Sky ever read theses?

Anyway I have TalkTalk and not really sure when it happened yesterday or day before but the downloads just stick at 0%. Tried to talk to Sky and Talk Talk both waste my time. 
Can someone please help me change the DNS and on is it on the router or Sky as I can't find where to change 

thank so very much in advance from disabled user 

[Toffee1]

Why is sky not letting me downloading programmes

[Daniel0210]

@Toffee1 

Your post was movedinto the thread discussing this. There is a similar thread on the Sky+ board. The common link is having TalkTalk broard. Sky are aware.