On demand download failure Sky+ on 2 boxes

[Annie+UK]

@Oddie2004 I'm sire Sky would say that On Demand is a FREE service thus you are not paying them for it, they have used this excuse in the past 😞

[Oddie2004]

The latest standard response.

Hi Julian,

Thanks for your email regarding downloads.

I am sorry you are having issues. 

Some ITV catchup content can take longer to be available on Catchup as this is ITV content, we

require then to send there content to us for loading to a Sky box. 

The ITVX app has all there content available.

Thanks for getting in touch with your feedback.

Not everyone wants to use the ITVX app and if you still have an Hd box it is no use anyway.

I have downloaded it on my desktop so whats the point of having ITV anymore.

I think they just want everyone to move across to Q,Glass or Stream so they have products to service.Absolute joke

[TimmyBGood]

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@Oddie2004 wrote:

I think they just want everyone to move across to Q,Glass or Stream 

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Well, yes: that would be an entirely sensible business decision.  Maintaining legacy platforms is a pain, as this issue demonstrates.

[PocketDog]

Not really.  What would be a sensible business decision (if that's what they were trying to do, which I don't actually believe, I think this is a genuine problem and not intentional)  would to then be honest and advise customers that that's what they were doing and of the repercussions.  So they can then make their mind up and decide whether they wanted/needed to stay on legacy hardware and lose downloads, or move to new hardware and keep it. 

Rather than have everyone chasing their tales trying to find a solution that quite possibly isn't coming.

However like I said, I think this probably is a genuine issue. However it makes Sky look bad as whatever change they implemented, they didn't test it very well and their ability to track down something fundamental to their services send abysmal.  A rudimentary download in a Sky Box doesn't seem too much to ask, however it is difficult to see how many HD box owners are affected.

[MogwaiSatTV]

I did try and use network analysis tool called Wireshark to see what the sky box was connecting to when it worked downloading Shazam and when it failed. But unfortunatly it seems for tools like that you have to run it on the device itself to get the full picture.

[TimmyBGood]

@PocketDog 

I was referring to an aim of getting users off Sky+ and onto a current platform, not this issue in particular.  Personally I wish Sky would just publish the roadmap they presumably have internally to do this, and I do wonder if that would have emerged sooner if it hadn't been for the change of ownership.

[Tony+Whewell]

If this was happening to a major UK bank with their on line banking app the financial ombudsman service would have wonderful time sorting them out immediately 

[Annie+UK]

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@Tony+Whewell wrote:

If this was happening to a major UK bank with their on line banking app the financial ombudsman service would have wonderful time sorting them out immediately 

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anyone talked to OFCOM?

[TimmyBGood]

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@Tony+Whewell wrote:

If this was happening to a major UK bank with their on line banking app the financial ombudsman service would have wonderful time sorting them out immediately 

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Quite possibly, but subscription television is not subject to anything like the same regulatory regime as financial services (and it would be the Financial Conduct Authority taking rapid action in the case of banking software failure: the Financial Ombudsman Service is, like any ombudsman, a retrospective mechanism for adjudicating unresolved customer disputes rather than a proactive regulator).

Ofcom is not tasked with intervention in technical issues experienced by television platform subscribers: they might look at a situation where multiple customers of a particular provider felt that a complaint was not being considered adequately as part of their general oversight of complaint escalation processes.

[Mr+Woodgate]

So maybe a bigger issue than intitially thought as received an email today saying there was an issue with my bank details 😯 I find that strange as payment not due for 2 weeks so why trying to take money now or is the fact I mentioned in a post I had cancelled been reported to SKY

Alternatively  perhaps they anticipate an issue downloading cash so trying regularly to ensure all working ok 🤣🤣 shame didn't pay attention to their boxes so closely.

See some saying it's none SKY channels and they blaming supplier - mine is across the board BBC ITV and SKY 

[Annie+UK]

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@Mr+Woodgate wrote:

So maybe a bigger issue than intitially thought as received an email today saying there was an issue with my bank details 😯 I find that strange as payment not due for 2 weeks so why trying to take money now or is the fact I mentioned in a post I had cancelled been reported to SKY

Alternatively  perhaps they anticipate an issue downloading cash so trying regularly to ensure all working ok 🤣🤣 shame didn't pay attention to their boxes so closely.

See some saying it's none SKY channels and they blaming supplier - mine is across the board BBC ITV and SKY 

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It's AUTOMATED!!!! Your bank's computers will have talked to Sky's computers thus an email was triggered 🙄

[Mr+Woodgate]

@Annie+UK  - What 2 weeks before it is actually due most BACS payments are done in 3 days so it is strange 

[Annie+UK]

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@Mr+Woodgate wrote:

@Annie+UK  - What 2 weeks before it is actually due most BACS payments are done in 3 days so it is strange 

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You cancelling of your Direct Debit (breaking your contract with Sky) will be most likely the trigger, I doubt it has anything to do with when your payment is

[AliDun]

@Mr+Woodgate I had reason to look in to this just recently when I was having difficulty cancelling a service and ended up just cancelling my direct debit.  This is from fastpay's website

"When cancelling a Direct Debit, the company will be informed of the cancellation by an ADDACS message issued by the bank. The company will then have to apply the cancellation within three days of receiving the ADDACS message. During this time, the customer can be contacted about why they have cancelled, how they wish to  proceed and the implications that cancelling the Direct Debit may have."

So probably above board that your bank notified Sky and they then contacted you. 
Hope that helps. 

[086red]

hi, any idea why catch up virgin tv only works on random occassions in ireland?