This programme is no longer available

[Jg86]

We've had this issue for over 4 months. This needs to be sorted out urgently- we're currently paying a fortune for a service we can't use. When will sky prioritise this?

[manassas77]

Probably worth reiterating for anyone not inclined to read the entire thread - a workaround is to switch on your TV with your TV remote, then switch on the SkyQ Box using the button on the front. Reverse this procedure to switch off. DON'T USE THE SKY REMOTE to power off or on.

A further fix, which is not suitable for everyone, is to switch off the Sky Box at the wall overnight. Then fire it up in the morning, and follow the above method to switch on the TV and SkyQ separately.

[Paul-65]

At the risk of repeating myself umpteen times, switch off the internet to your tv not sky. If you need to use an app on the tv then switch it back on for that then disconnect 

[StumpyT]

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@lee909303 wrote:

Thank you so much.  You have solved it for me. If anyone else has a Sony Bravia and wants apps on tv this works with Ethernet cable and WiFi turned off in settings. Both Sky Q and Tv apps working flawlessly now with Ethernet connected TV.

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That didn't work for us.  Switched wifi off the TV and connected using ethernet, still got the error.

Will try the "don't switch off/on using the sky remote", but I think at this point everything is a bit hit and miss and we can just wait for the update (whenever it turns up) and hope it fixes it.

[IanD1]

I Have a workaround that seems to work for me, both my sky box and sansung tv are hardwired ethernet and still connected - i put the sky box in standby first then turn the TV off - Turn TV on then sky box, i only use the sky remote as its set up to control my TV  - this has worked fine for the past week and i havent had to reboot the sky box - bot ideal but it works for me

[DHEND]

I have this problem with my Sky Q box. Have had for some months. Unacceptable of sky to take so long to provide a fix.

[Chodley]

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@Paul-65 wrote:

At the risk of repeating myself umpteen times, switch off the internet to your tv not sky. If you need to use an app on the tv then switch it back on for that then disconnect 

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How does one "switch off the internet" to one device and not all the others?

do you mean disable the internet connection on the TV itself? You're saying that changes the behaviour of the Sky box?

[Paul-65]

Go into settings on your tv, select network and internet then select WIFI like you would on your phone and slide the toggle left.

[Chodley]

Not every TV has settings that work like that

Why do you think that changes what the Q box does?

[StumpyT]

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@Chodley wrote:

Not every TV has settings that work like that

Why do you think that changes what the Q box does?

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Anecdotal evidence I guess.  If your TV does not have that setting (although I've not come across a modern one that doesn't, as most modern TV's are Smart TV's and want access to the internet one way or another) then don't worry about it - you can't try it anyway.

[stu+the+foo]

The only 'workaround' for me is to reboot the box, at least once a day - a record today of 3 times - SO FAR !! Plus ANOTHER two recordings lost. 

The crux here is Sky need to fix the software and to date been taking 4 months to do it which is outrageous. They have at last admitted to me that the Q350/Q360 update caused the problem. I was also told that they have been rolling out debugged software since the beginning of August, however it's not reached me yet !!!

[StumpyT]

According to the "answer" on this thread, they have a fix ready to go?

Hi everyone

Thank you for your continued patience while this issue has been investigated, and thank you for choosing the Community to tell us about the problem.

We appreciate that this has been ongoing for some time, and we're sorry for both the inconvenience caused and the length of time it's taken to reach this stage.

Our support teams have confirmed that a fix is currently planned for a future software release. Whilst we don't yet have a confirmed deployment date, the current expectation is that it will be included in a release scheduled for September. 

As with all software updates, timings can sometimes change during testing and rollout, so we're unable to provide a more specific date. We'll update this thread again as soon as we have further information to share.

We're sorry for the frustration this has caused and appreciate your patience while we work towards a permanent fix.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

Thanks
Kev
Community Manager

I have assumed that means they actually have a fix, rather than are planning (hoping?) to have a fix by then.  Not sure why it has to have a delayed deployment though.

[Me134]

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@StumpyT wrote:

According to the "answer" on this thread, they have a fix ready to go?

Hi everyone

Thank you for your continued patience while this issue has been investigated, and thank you for choosing the Community to tell us about the problem.

We appreciate that this has been ongoing for some time, and we're sorry for both the inconvenience caused and the length of time it's taken to reach this stage.

Our support teams have confirmed that a fix is currently planned for a future software release. Whilst we don't yet have a confirmed deployment date, the current expectation is that it will be included in a release scheduled for September. 

As with all software updates, timings can sometimes change during testing and rollout, so we're unable to provide a more specific date. We'll update this thread again as soon as we have further information to share.

We're sorry for the frustration this has caused and appreciate your patience while we work towards a permanent fix.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

Thanks
Kev
Community Manager

I have assumed that means they actually have a fix, rather than are planning (hoping?) to have a fix by then.  Not sure why it has to have a delayed deployment though.

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"that a fix is currently planned for a future software release" is very clear surely, it's not "they have a fix ready to go".

That said, if one is being rolled out would you rather they phase it in whilst monitoring the roll out, or just dump it on everyone at the same time (something that no company does with millions of customers).

[StumpyT]

But if you take that in context:

Our support teams have confirmed that a fix is currently planned for a future software release. Whilst we don't yet have a confirmed deployment date, the current expectation is that it will be included in a release scheduled for September. 

That suggests they have a fix and are planning on releasing it as part of an already scheduled update.

Surely if they did not have a fix, they would not say that as we are already in September and, in a few weeks time, if that fix doesn't materialise, people are going to get rather cross.  Don't give a deadline if you don't have anything ready to be released.

[Me134]

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@StumpyT wrote:

But if you take that in context:

Our support teams have confirmed that a fix is currently planned for a future software release. Whilst we don't yet have a confirmed deployment date, the current expectation is that it will be included in a release scheduled for September. 

That suggests they have a fix and are planning on releasing it as part of an already scheduled update.

Surely if they did not have a fix, they would not say that as we are already in September and, in a few weeks time, if that fix doesn't materialise, people are going to get rather cross.  Don't give a deadline if you don't have anything ready to be released.

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It's the 3rd of the month today, come back in exactly 4 weeks and you may have a point...