On demand download failure Sky+ on 2 boxes

[Janliz]

My catch up has decided not to work and I can't download anything!! 

[MogwaiSatTV]

In case it helps anyone with the issue out. It seems you can now use Sky Go on the Playstation 5.

https://helpforum.sky.com/t5/Sky-TV/Sky-Go-on-Playstation-5-has-arrived-say-quot-Hello-quot/ba-p/422... 

[Steve0001]

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@MogwaiSatTV wrote:

In case it helps anyone with the issue out. It seems you can now use Sky Go on the Playstation 5.

https://helpforum.sky.com/t5/Sky-TV/Sky-Go-on-Playstation-5-has-arrived-say-quot-Hello-quot/ba-p/422... 

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Top level sarcasm. 👍

[Kayelaina]

Hi all, day 15 and below is the lastest response I have had from the Sky Help Centre team 5 minutes ago.

"Thank you for your patience in this matter and apologise for the inconvenience. Please be assured that providing excellent service to our customers is our priority.

I am sorry to inform you that currently technical team is working out to sort out the problem. Unfortunately, we cannot help with the exact date as when the issue will be resolved.

Hence, I would request you to wait for further updates."

[GOH1977]

Sky TV Engineer called today. Said nothing he can do regarding the downloading. He reckons its a billing issue! Sky didn't mention this when I called. I'm no further on with the issue after the visit. Its really poor from Sky. It may be time to cancel and see if that gets them sorting the issue. 

[Annie+UK]

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@GOH1977 wrote:

<snip>

It may be time to cancel and see if that gets them sorting the issue. 

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Do you really think that is going to achieve anything 🙄

[Debbie+Lawrence]

How can it be a billing issue ? 

[thegfb]

@Debbie+Lawrence 

if they can watch the live channel broadcasts it clearly isn't!  I'm guessing the engineer just though they should come out with some rubbish that would likely be taken in by the typical customer.

[Chloe-W22]

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@Kayelaina wrote:

Hi all, day 15 and below is the lastest response I have had from the Sky Help Centre team 5 minutes ago.

"Thank you for your patience in this matter and apologise for the inconvenience. Please be assured that providing excellent service to our customers is our priority.

I am sorry to inform you that currently technical team is working out to sort out the problem. Unfortunately, we cannot help with the exact date as when the issue will be resolved.

Hence, I would request you to wait for further updates."

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Hi everyone,

Thanks for your patience with this one, I wanted to reiterate what @Kayelaina has posted above and reasure our technology team is still looking into this for us as well as trying to discover the cause. We made a change today, if there are any improvements over the next couple days please let us know.

Thanks

,

[Janliz]

Hi still not getting on demand service. BH area. Surely technical can see where these faults are?

[Mark39]

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@Janliz wrote:

Hi still not getting on demand service. BH area. Surely technical can see where these faults are?

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Seeing where the fault lies, isn't the same as fixing it. 

[thegfb]

@Janliz 

I'd imagine the fault is everywhere, but only a very small minority of affected users are discussing it here.

[Steve0001]

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@Chloe-W22 wrote:

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@Kayelaina wrote:

Hi all, day 15 and below is the lastest response I have had from the Sky Help Centre team 5 minutes ago.

"Thank you for your patience in this matter and apologise for the inconvenience. Please be assured that providing excellent service to our customers is our priority.

I am sorry to inform you that currently technical team is working out to sort out the problem. Unfortunately, we cannot help with the exact date as when the issue will be resolved.

Hence, I would request you to wait for further updates."

---

Hi everyone,

Thanks for your patience with this one, I wanted to reiterate what @Kayelaina has posted above and reasure our technology team is still looking into this for us as well as trying to discover the cause. We made a change today, if there are any improvements over the next couple days please let us know.

Thanks

,

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Thanks @Chloe-W22. It may be a bit early, but I have not noticed any difference so far.

An update (from my post 3rd Feb, page 3 of this thread):

Today, I have repeated the Sky+ HD box power off routine, the planner rebuild, router reset and can report no issue with our ISP (PlusNet) nor our other (wirelessly) connected devices (using the same router as Sky (hardwired)). No CGNAT. SkyGo works for downloads and it also sends messages to our Sky box to download programmes. The Sky box gets the message but fails to download just as it fails to do so when the download request is made from the box directly. Failed download programmes can be scheduled to record off the channels directly at a future time (and they do record).

If it helps Sky in any way, I can add the following observations:

A quick, one-off programme check indicates that the following catch-up channels fail (as per ‘i’ button: ‘Failed Rec: Item unavailable’): Channel 5, Peacock, Paramount+, Channel 4, NatGeo, CBS Reality, Nickelodeon, Nicktoons, Nick Jr, Alibi, Gold, Yesterday, ComedyCentral, Discovery, MTV, TLC, Quest, HorrorXtra, Crime+Inv, Blaze and all Sky catch-up/cinema.

These channels work for catch-up: BBC, ITV, Eurosport, Sony Asiaworks, BT sport, Utsav Plus, Colors, Zee TV, Boomerang, BSL Zone, Cartoon Network.

These channels gave no programmes to download (just blank blue screen😞 E!, Pick, Challenge.

Note: I did have a couple of failed downloads that said ‘Subscription needed’ (on ITV3, ITV4 and Cartoon network). I retried the same programmes and they then worked. Temporary glitches maybe.

I guess only Sky would be able to look at the channel groupings above and see a pattern that may indicate content/advert/server/legal/tech issues, as some others have alluded to (@MogwaiSatTV, @thegfb etc).

If I see any changes to the above at my end then I will say so. I will also try to get out more.

[Kayelaina]

No change here either. Still only able to download from BBC and ITV. All others fail showing item unavailable. Same as @Steve0001

[Rizzers]

Same as most previous posts. Tried downloads again today, and nothing working apart from BBC and ITV. Just adding it here to register another Sky customer with this problem!

Had hoped to take advantage of my Sky movies subscription to watch Paramount plus stuff by downloading so hope it gets sorted soon