Unable to Watch Sky Atlantic on Catch Up

[NeilEO]

Hi,

I've been trying to watch past episodes of The White Lotus (Sky Atlantic).  I can access it on Sky Go, but on my Sky Q box, I just get the "Download Failed", "Failed, no subscription" message.

I've tried in SD, HD and UHD, all with the same result (I have a full SKy Q UHD subscription)

I've had a similar problem on BBC apps but got round it by using iPlayer.

Any suggestions?

Software version Q300.000.06.00L (which I believe is the latest?)

I've seen another thread where the issue seemed to be the broadband provider?

[oldfella]

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@NeilEO wrote:

Hi,

I've been trying to watch past episodes of The White Lotus (Sky Atlantic).  I can access it on Sky Go, but on my Sky Q box, I just get the "Download Failed", "Failed, no subscription" message.

I've tried in SD, HD and UHD, all with the same result (I have a full SKy Q UHD subscription)

I've had a similar problem on BBC apps but got round it by using iPlayer.

Any suggestions?

Software version Q300.000.06.00L (which I believe is the latest?)

I've seen another thread where the issue seemed to be the broadband provider?

---

Hi @NeilEO 

Have you tried rebooting your Q box?
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[NeilEO]

Thank you, I've tried that and still no joy.  And trying a few other downloads, it looks like I can't download anything.

Having done a bit more research, it looks like other people with WeFibre as their broadband provider have needed to obtain a static IP address, which is £6/month.  I'm not sure why that would be needed though? I'm not really prepared to fork out even more to watch Sky.

[PandJ2020]

They probably use CGNAT (by default multiple customers are sharing IPv4 public addresses) and can cause issues with some devices.

A static IP will be unique to you.

[NeilEO]

Thank you all. I'll have a ponder what to do next as I'm only getting half the service I'm paying for.  I've downloaded content fine when I've paid extra for it (eg Wicked) but not other services like BBC, Channel 5, Sky Atlantic etc. So why the difference? It's puzzling. 

[NeilEO]

Ignore the above, I got Wicked through Amazon!

[lettice]

@NeilEO 

I'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/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[NeilEO]

@lettice Thank you so much!

[Tom-W19]

Thanks for escalating. We've sent an invite to @NeilEO.