On demand download failure Sky+ on 2 boxes

[Mark39]

@Kayelaina yes, just wait. I doubt you'll have to wait too long, given that it appears the number affected is reducing already.

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@Kirsty+S27 wrote:

Hi all,

We have received an update from the support teams regarding the download error customers are seeing.

The cause of this issue was down to our infrastructure being updated at the headend (which was affecting Q as well however this was resolved relatively quickly) was taking longer to resolve on Sky + boxes. A DNS change was done to point towards the new headend but a small number of HD+ were stuck on the old DNS and not updating so were pointing wrongly at the old headend.

These instances are decreasing however we are still monitoring and expect this number of affected boxes to taper off.

Thank you for your understanding with this and allow some time for the affected boxes to be fixed. 

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[Gavi+B]

Has anybody tried disconnecting their router from the WAN for 30 minutes or more?
From what I understand, that would clear the headend cache for that router and might reset to the updated DNS routing once the broadband is reconnected.
Just (another) thought...

[Steve0001]

@Daniel0210Fair enough. That does make sense for those that want to get to the latest news on this thread. I will take what you have said to mean that the issue is not resolved but that the 'go to answer' tag is for the convenience of those now just realising that they have a problem.

I do not want to start playing around with my neighbours' routers. I do understand that what some of the others are doing on this thread is good information and I appreciate their router info and hopefully that will help with a resolution for everyone. They are more tech orientated than me.

[PocketDog]

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@Gavi+B wrote:

Has anybody tried disconnecting their router from the WAN for 30 minutes or more?
From what I understand, that would clear the headend cache for that router and might reset to the updated DNS routing once the broadband is reconnected.
Just (another) thought...

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When I swapped over to the Plusnet Hub Two several weeks ago, I was on it for about 2 hours and sucessfully started a download (although only downloaded a single show as a test). 

When I went back to the original router, it reverted to having the same download problems. 

[PocketDog]

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@Steve0001 wrote:

I do not want to start playing around with my neighbours' routers. 

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For those that cannot or dont want to use neighbour's internet, I'm assuming you could achieve the same by setting up a wifi hotspot using a mobile phone and connect Sky HD to that wifi, to achieve the same result.  

[SMBP]

But it's not a short term problem, not that 5 months to not solve a problem and lie about it is acceptable anyway whilst failing to provide a paid for service.

[Steve0001]

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@PocketDog wrote:

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@Steve0001 wrote:

I do not want to start playing around with my neighbours' routers. 

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For those that cannot or dont want to use neighbour's internet, I'm assuming you could achieve the same by setting up a wifi hotspot using a mobile phone and connect Sky HD to that wifi, to achieve the same result.  

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Yes that would probably be a good test if my Sky+ HD box was wifi enabled. I have always had it hardwired to my router (currently netgear).

[PocketDog]

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@Steve0001 wrote:

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@PocketDog wrote:

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@Steve0001 wrote:

I do not want to start playing around with my neighbours' routers. 

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For those that cannot or dont want to use neighbour's internet, I'm assuming you could achieve the same by setting up a wifi hotspot using a mobile phone and connect Sky HD to that wifi, to achieve the same result.  

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Yes that would probably be a good test if my Sky+ HD box was wifi enabled. I have always had it hardwired to my router (currently netgear).

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Yes mine is also hard wired usually, but this might work so worth a go, as you can go back to wired afterwards (IF it works)

[Steve0001]

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@PocketDog wrote:

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@Steve0001 wrote:

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@PocketDog wrote:

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@Steve0001 wrote:

I do not want to start playing around with my neighbours' routers. 

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For those that cannot or dont want to use neighbour's internet, I'm assuming you could achieve the same by setting up a wifi hotspot using a mobile phone and connect Sky HD to that wifi, to achieve the same result.  

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Yes that would probably be a good test if my Sky+ HD box was wifi enabled. I have always had it hardwired to my router (currently netgear).

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Yes mine is also hard wired usually, but this might work so worth a go, as you can go back to wired afterwards (IF it works)

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Thank you @PocketDog . However, to wifi enable my Sky+ HD box, don't I need to buy a wifi hardware add-on and then wps it? I am not aware of there being inbuilt wifi in our Sky boxes and I don't want to go out and buy a wifi box just for the sky box. My choice, I know, but I get where you are coming from and some others might find your idea helpful if they are already 'wireless' for their Sky boxes.

[PocketDog]

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@Steve0001 wrote:

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Thank you @PocketDog . However, to wifi enable my Sky+ HD box, don't I need to buy a wifi hardware add-on and then wps it? I am not aware of there being inbuilt wifi in our Sky boxes and I don't want to go out and buy a wifi box just for the sky box. My choice, I know, but I get where you are coming from and some others might find your idea helpful if they are already 'wireless' for their Sky boxes.

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Ah yes, sorry I have the 2TB version which has Wifi built in, I forgot some other models don't, apologies. 

Err, do you have friendly neighbours and a really long Ethernet cable??   😀

[MogwaiSatTV]

for my non wifi box I wonder if I could plug get an ethernet to usb c and it then be able to connect through my phone. As I know that I can do it with my pc just plugged in usbc on the pc to usb c on the phone.

[PocketDog]

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@MogwaiSatTV wrote:

for my non wifi box I wonder if I could plug get an ethernet to usb c and it then be able to connect through my phone. As I know that I can do it with my pc just plugged in usbc on the pc to usb c on the phone.

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If you get it to work on a PC, then I can see no reason why it wouldnt work on a Sky box. 
I have only ever used Ethernet to USBC going to the mobile for broadband, not the other way around.  Let us know if it works 👍

[Steve0001]

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@PocketDog wrote:

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@MogwaiSatTV wrote:

for my non wifi box I wonder if I could plug get an ethernet to usb c and it then be able to connect through my phone. As I know that I can do it with my pc just plugged in usbc on the pc to usb c on the phone.

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If you get it to work on a PC, then I can see no reason why it wouldnt work on a Sky box. 
I have only ever used Ethernet to USBC going to the mobile for broadband, not the other way around.  Let us know if it works 👍

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Yes, logically, hardwiring the sky box to  a router shouldn't be too different from hardwiring the sky box to a decent phone. Just need to check whether the phone is linked (wirelessly) to the same router that the sky box was or whether the phone is linked to the local phone tower and whether that makes a difference! I guess, switch between wifi and mobile data on the phone?

@MogwaiSatTV, given your input on this thread, I am guessing you will let us know what you find out!

[MogwaiSatTV]

I Wll do. I am hoping that if I can run it through 4g on my phone sky will see teh new ip and then when I switch back my normal ip will have been removed from the route at their end. Failing that I might ask Plusnet how I get a different static ip address.

[PocketDog]

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@Steve0001 wrote:

I guess, switch between wifi and mobile data on the phone?

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Yep, just switch your phone's wifi off while you do it then it will be forced to use your Mobile data