On demand download failure Sky+ on 2 boxes

[PocketDog]

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@Annie+UK wrote:

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@Complain+2+Ofcom wrote:

Sky have been "working" on this for months ! During which they have continued to charge customers for a service that they are not receiving,

<snip>

Sky say Sky Go is provided at no additional cost to its customers, thus you are not charged for it in your subs

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This is not Sky Go, this is the ability to watch boxsets and stream regular content as per Sky Signature...

"Sky Signature is a new TV package that includes all the channels you would get on the Entertainment package, and it also combines the Sky Box Sets package with it as standard."

and 

"Watch live and on demand on your TV, online and on the go."

[TimmyBGood]

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@RogerC43 wrote:

Have Sky actually offered to upgrade affected any existing customers for no additional charge? Ie install equivalent sky q for existing customer including 2tb boxes if appropriate and mini boxes?

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There may well be 'no additional charge' for moving from Sky+ to Sky Q anyway, and swapping Sky+ Multiroom to Q Multiscreen could even result in a cost saving because Multiscreen is a flat fee rather than the per-box cost of Multiroom.  It's also in the interest of Sky for users to move off the end-of-life Sky+ platform because they'd quite like to not be supporting multiple operating systems and hardware families..

[PocketDog]

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@TimmyBGood wrote:

There may well be 'no additional charge' for moving from Sky+ to Sky Q anyway, and swapping Sky multiroom to Q multiscreen could even result in a cost saving because multiscreen is a flat fee rather than a per-box cost.

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Although I believe you will probably be signing a new contract if you upgrade to Sky Q - I could be wrong.

Hopefully those that move over to Sky Q are ok (my Mum loves it), however Q seems to have it's fair share of issues, including it's very own downloading content problems
https://helpforum.sky.com/t5/Sky-Q/Sky-Q-On-demand-downloads-fail-with-quot-remote-network-problem-q...

[TimmyBGood]

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@PocketDog wrote:

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Although I believe you will probably be signing a new contract if you upgrade to Sky Q

It would be a different contract (required because the hardware is on loan) and a new minimum term.

[Complain+2+Ofcom]

Be warry of "offers" to upgrade at not cost. You'll need to recontract and once the term ends the base rate will higher than HD+. You'll then have almighty challenge with their retention teams to get the price  back to what you are paying now.

Simple answer is for Sky to fix the problem. If the don't then complain to OFCOM 

[Chloe-W22]

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@Complain+2+Ofcom wrote:

Be warry of "offers" to upgrade at not cost. You'll need to recontract and once the term ends the base rate will higher than HD+. You'll then have almighty challenge with their retention teams to get the price  back to what you are paying now.

Simple answer is for Sky to fix the problem. If the don't then complain to OFCOM 

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Hi I just wanted to jump in here and confirm the above isn't correct, Sky base your monthly payments on your subscription and not the type of box you have, meaning customers on Sky + and Sky Q will pay the same for the same package - actual bills will be depending on offers and discounts you have of course.

I'd recommend if anyone is interested in what offers are available, there is an Offers tab at the top of the Community. 

As much as the above is an 'easy fix' to this problem, I have asked for an update.

[Complain+2+Ofcom]

Community Manager

Perhaps you can provide an update as to when this issue  will be resolved rather than pushing the upgrade path

[Mark39]

Perhaps you missed it @Complain+2+Ofcom :

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@Chloe-W22 wrote:

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Hi I just wanted to jump in here and confirm the above isn't correct, Sky base your monthly payments on your subscription and not the type of box you have, meaning customers on Sky + and Sky Q will pay the same for the same package - actual bills will be depending on offers and discounts you have of course.

I'd recommend if anyone is interested in what offers are available, there is an Offers tab at the top of the Community. 

As much as the above is an 'easy fix' to this problem, I have asked for an update.

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[Acpowell]

My Sky box has just started failing on downloads now. I have just changed provider for the internet so that may be relevant? What's really odd though is that when I try and download (any channel - BBC, Channel 5, Sky Atlantic) I sometimes get a popup message to go to sky.tv/ondemand, sometimes it says failed as subscription required without ever starting the download, sometimes the red light actually comes on and it'll download a few percent then fail, sometimes it'll download enough to say it's available to watch and then fail. I can then resume and go through the whole process again!

I'm connected via ethernet, decent speeds so no issue there. Really frustrating as everything else is fine!

[TimmyBGood]

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@Acpowell wrote:

 I have just changed provider for the internet so that may be relevant?

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From which ISP, and what is the new ISP and broadband type?

[Ccdb]

Having the same problems with downloading sky channels on demand and catch up and getting FAILED technical fault 11 (272) 

Have gone through all the troubleshooting steps that you all have done had 2 engineers out and still have the problem.  The troubleshooters tell me its my box or internet.  My internet provider tells me its sky and the sky engineers say its a subscription problem. Sky billing tell me its not a subscription problem. 

HAS ANYONE MANAGED TO FIX THIS  I have spent all day reading through these threads and am stunned that this has been going on since January.

HAS ANYONE tried buying a new router or is that just a waste of time producing the same result.  I will happily buy one if that will solve the problem. 

[Mark39]

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@Ccdb wrote:

Having the same problems with downloading sky channels on demand and catch up and getting FAILED technical fault 11 (272) 

Have gone through all the troubleshooting steps that you all have done had 2 engineers out and still have the problem.  The troubleshooters tell me its my box or internet.  My internet provider tells me its sky and the sky engineers say its a subscription problem. Sky billing tell me its not a subscription problem. 

HAS ANYONE MANAGED TO FIX THIS  I have spent all day reading through these threads and am stunned that this has been going on since January.

HAS ANYONE tried buying a new router or is that just a waste of time producing the same result.  I will happily buy one if that will solve the problem. 

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It's not fixed. Sky have said they'll post here when they have an update. I doubt a new router will help. Currently the best option is to switch to Sky Q. 

[Gavi+B]

I managed to fix this, but my solution doesn't appear to work for anyone else I'm afraid😤
See my post back on page 20:
https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/m-p/4251925

[Annie+UK]

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@Gavi+B wrote:

I managed to fix this, but my solution doesn't appear to work for anyone else I'm afraid😤
See my post back on page 20:
https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/m-p/4251925

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FYI, Referencing by page numbers is not that useful as the number of posts per page is a forum setting per user, so my page 20 is not the same as yours, you're better off using the post number at the bottom of each post, as this is the same for all

Do you mean post 298?

https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/m-p/4251925#M138035

[Gavi+B]

That's the one - thanks @Annie+UK