On demand download failure Sky+ on 2 boxes

[Eddy99]

@Madsforit wrote:

@Mark39 wrote:

@Eddy99 wrote:

SKY is the issue - it's blocking certain routers from receiving downloads.

To my knowledge Sky have never confirmed that to be the case.

I'm not sure how Sky could possibly 'block' routers either inadvertently or deliberately other than those provided by themselves. And I don't think they're affected.

Here's where they confirmed that to be the case https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/m-p/4313858#M139550

Nope, it doesn’t say anything about blocking routers. 

@

@Madsforit wrote:

@Mark39 wrote:

@Eddy99 wrote:

SKY is the issue - it's blocking certain routers from receiving downloads.

To my knowledge Sky have never confirmed that to be the case.

I'm not sure how Sky could possibly 'block' routers either inadvertently or deliberately other than those provided by themselves. And I don't think they're affected.

Here's where they confirmed that to be the case https://helpforum.sky.com/t5/Sky/On-demand-download-failure-Sky-on-2-boxes/m-p/4313858#M139550

Nope, it doesn’t say anything about blocking routers.

@Mark39I'm sorry for my tardiness in wrong choice of wording, it would have been extremely useful if you could of helped me in what i should have said to support the community? I was mearly stating a point as a Sky Employee had just today posted check your Broadband Speeds to maybe resolve the issue (they jumped on a post incorrectly) which you didn't pick out as that is just not true and in my eyes a bit more severe than my wording? I am just a Sky customer of 25+ years with an issue in that i cannot download Sky content anymore since Feb this year not a technician, thanks.

Dear Sky - Too much defence not enough action.

[SMBP]

Sky is going the same way as Virgin and is fast becoming a relic as other new companies have not yet forgotten that customers matter, rather than being taken for granted.

On the bright side, been using Netflix and Prime a lot more and enjoying their superior platforms and content. So may just get rid of as Sky doesn't even offer value for money either in comparison.

[Shut-ins]

So now Kirsty, the Sky community moderator , who posted "the answer" is suggesting that we check our broadband speeds with googly eyes emoji.!!

Other superusers think that  there is more than one issue and  we  should all now be able to download.

Does anybody out there know what's going on?

The answer is "NO." obviously.

[PocketDog]

---

@Shut-ins wrote:

So now Kirsty, the Sky community moderator , who posted "the answer" is suggesting that we check our broadband speeds with googly eyes emoji.!!

Other superusers think that  there is more than one issue and  we  should all now be able to download.

Does anybody out there know what's going on?

The answer is "NO." obviously.

---

It seems that Sky figured out the cause but can't (or won't) actually fix it.

I'm not sure anyone has actually had the issue fixed by Sky without them (the customer) resorting to making a change themselves forcing a DNS refresh/re-route. 

I had nothing back from Sky as a result of a complaint on this, other than 'we are looking in to it', that's all!   The only information we have had for this is Sky admitting the fault months later in this forum.

Now we have comments that "Sky have corrected the earlier issue" however that hasn't come from Sky themselves.  We have had nothing official to say it's been fixed, only that they admitted it and they expect the number of those effected to decrease, which is vague to say the least. 

IF they had fixed it, you would think that given they know who has suffered the issue, that possibly, they might check those customer's connections/settings and/or contact them to check it's now ok. Has anyone contacted? No of course not.

Now, trying to suggest there's another issue is laughable yet not completely surprising.  If it had been fixed, it literally would have taken a Sky employee a few minutes to ask here if the issue was resolved or not, but nothing.  This should have been the bare minimum of checks. Then they would know their "fix" hadn't worked. So I can only surmise there has been no fix, only an admission of what the fault's cause was. 

[TimmyBGood]

---

@SMBP wrote:

Sky is going the same way as Virgin and is fast becoming a relic as other new companies have not yet forgotten that customers matter, rather than being taken for granted.

On the bright side, been using Netflix and Prime a lot more and enjoying their superior platforms and content. So may just get rid of as Sky doesn't even offer value for money either in comparison.

---

That's not really comparing like-with-like though: Sky and Virgin are hardware infrastructure companies with legacy monopolies (satellite and cable respectively) going back decades.  Netflix and Prime are much more recent content services which have no direct involvement in the delivery system which gets 'their' data to the end user address: they need an ISP to do that.

[SMBP]

At the end of the day they are all service providers who charge. As a consumer all I am interested in is the service I receive for the fee I pay. I don't think I am unusual in this world expectation.

[TimmyBGood]

---

@SMBP wrote:

 As a consumer all I am interested in is the service I receive for the fee I pay.

---

It does help to understand how content services such as Prime / Netflix can offer subscriptions at a fraction of the minimum which Sky / Virgin charge as infrastructure providers, though.

[SMBP]

How does it help me, I can watch any of them on my Phone, my Laptop or TV. 

[Kayelaina]

I agree @Shut-ins this is a shambles.  I think we are all aware this is not anytng to do with broadband speeds.  As @PocketDog  says, they know the issue but the fix they advised 19.05.23 has not made any difference, if there was a fix.  I would just like some honesty.  After 4 months of being unable to download any of the Sky content and Sky taking my payment in full for each of those months if they are not willing or able to fix the issue they should just say so.   Since this started at the end of Jan I have made 73 phone calls to Sky and have only managed to speak to a person regarding this once,  all other times the phone has just cut off. The time I did speak to someone they advised they were putting me through to their Supervisor and then promptly cut me off!   The Customer Service is poor to say the least.  I have received yet another generic email from VR today advisng "they are aware this is still an issue and the relevent team are looking into it"

It is about time Sky got to grips with this issue.  How do a Company this size make a change that impacts some of the service it provides to some of it's customers and then not have the ability to reverse it or correct it?

[Annie+UK]

---

@Kayelaina wrote:<snip> How do a Company this size make a change that impacts some of the service it provides to some of it's customers and then not have the ability to reverse it or correct it?

---

It affects only a tiny number of users, so I guess the benefit of the update, that caused the issue, outweighs the negatives

[Kayelaina]

Not sure how many it affects @Annie+UK but as if you say it is just a tiny amount of us it should not take much longer to fix. I am sure you would have the same response if you were one of the tiny amount that have this issue.

[Annie+UK]

---

@Kayelaina wrote:

Not sure how many it affects @Annie+UK but as if you say it is just a tiny amount of us it should not take much longer to fix. I am sure you would have the same response if you were one of the tiny amount that have this issue.

---

The number of affected people has no relevance to the complexity of the problem or the speed of a solution

I'm just pointing out that things are not always as clear cut as people assume

[PocketDog]

---

@Annie+UK wrote:

---

It affects only a tiny number of users, so I guess the benefit of the update, that caused the issue, outweighs the negatives

---

I'm sorry but what is your point?   

The benefits outweigh the negatives, so..........?  

Also it seems posts are being deleted....... I had an alert saying  someone posted yet it's disappeared. 

[Mark39]

---

@PocketDog wrote:

---

 

Also it seems posts are being deleted....... I had an alert saying  someone posted yet it's disappeared. 

---

May have been the sometimes over zealous spam filter or normal forum moderation.

[SMBP]

You seem to think the lack of customer services and lack of action by Sky in taking responsibility is acceptable due to the benefits outweighing the failure to supply what is being paid for. I assume your the type of person who orders a takeaway and doesn't complain when items you paid for are missing as the invented benefits outweigh the actual situation?