On demand download failure Sky+ on 2 boxes

[Steve0001]

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@Eddy99 wrote:

@Steve0001 If a factory reset works on your old router then that would help a lot of us as it would give us the confidence (or hope?) to try it on our routers for which many of us do not currently have a backup.

Hi Steve, i drew the short straw and have just tried this now for the purpose of the test, it did not work i am afraid, was hoping for a positive result.

I swapped my newer router with my old router the other day and got up and running again. I just did a factory reset on the router Sky does not like anymore and still had the issue with downloads after a full reset.

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@Eddy99many thanks for giving it a go. As @AliDun has since said, it will save many of us the hassle of a router factory reset which didn't work for you.

I will only be doing a full reset if others that try have the opposite result to yours, for whatever reason. I have a Netgear router and will look to see if I can do anything without having to reset (e.g flushing the DNS as @MogwaiSatTV is looking into). Unfortunately, I am not as technically proficient as others on here and so I am unwilling to mess around too much inside the guts of the router.

[MogwaiSatTV]

Sadly my router seems to not have the function to delete the DNS cache.

So I think what I may try next is to use Plusnet's router in place of my fibre modem and put my current mesh system in Bridge mode and see if this helps.

[emteepeeess]

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@MogwaiSatTV wrote:

@emteepeeess I have kind of done that last part for them already as by using switch with port mirroring I have given them a Wireshark trace which they agreed they could see "anomolies" in.

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Well done! I hope it helps them.

I never thought of trying to send them a trace off my switch - where did you send it?

[MogwaiSatTV]

I was given an email address of someone to share it with.

[Shut-ins]

This is my response after asking for compensation, and also as a gesture of goodwill for the 4months of  no actual help from Sky.

"Thank you for getting in touch with Sky looking for compensation for the issue with On Demand/Catch up feature.

I would like to inform you that there was an on going issue with these features which is now resolved by our support teams.

In regards to compensation for Loss of Service, I am sorry to inform you that we won't be able to compensate as On Demand/Catch up is a free feature included on the Sky Box and you do not get charged for it."

[AliDun]

@Kirsty+S27 can we please have an answer to why this problem has been marked as resolved (see the latest post from @Shut-ins) when it clearly still exists for many of us. 

[oj01]

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@AliDun wrote:

@Kirsty+S27can we please have an answer to why this problem has been marked as resolved (see the latest post from @Shut-ins) when it clearly still exists for many of us. 

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@AliDun Threads like this one (ie long ones) have the latest update from Sky marked as the 'Answer' so that it is easy to find. 

[caesarome]

That post was marked as an answer by Sky to draw people attention to the post explaining what has caused the issue not because it is an actual answer or fix.

[Kirsty+S27]

Hi all,

I am looking for a bit of information from your Sky boxes please so this can continue to be investigated. 

Can you provide the DNS from your Sky box. To find this:

Press Services -> Settings -> Network -> Press the green button to access Manual IP Configuration 

If you can post your DNS number and also confirm if the Gateway Router matches the DNS. 

Thank you. 

[TimmyBGood]

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@Shut-ins wrote:

This is my response after asking for compensation:

I am sorry to inform you that we won't be able to compensate as On Demand/Catch up is a free feature included on the Sky Box and you do not get charged for it."

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That was my understanding of the Sky+ contract as indicated above.  Personally I'd suggest it may be more viable to seek a goodwill gesture for inconvenience rather than specifically requesting 'compensation' for 'loss of service' given the somewhat nebulous nature of on-demand in the Sky+ platform, and possibly also raise the potential contradiction of offering and charging for 'Signature' (with bundled Box Sets) on such hardware.

[PocketDog]

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@Kirsty+S27 wrote:

Hi all,

I am looking for a bit of information from your Sky boxes please so this can continue to be investigated. 

Can you provide the DNS from your Sky box. To find this:

Press Services -> Settings -> Network -> Press the green button to access Manual IP Configuration 

If you can post your DNS number and also confirm if the Gateway Router matches the DNS. 

Thank you. 

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Gateway Router and DNS are both set to

192.168.1.1

On mine. 

[Steve0001]

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@Kirsty+S27 wrote:

Hi all,

I am looking for a bit of information from your Sky boxes please so this can continue to be investigated. 

Can you provide the DNS from your Sky box. To find this:

Press Services -> Settings -> Network -> Press the green button to access Manual IP Configuration 

If you can post your DNS number and also confirm if the Gateway Router matches the DNS. 

Thank you. 

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@Kirsty+S27 

My DNS is 192.168.1.1

Gateway router is the same.

Is this related to this https://helpforum.sky.com/t5/Sky/Sky-HD-Download-FAILED/td-p/3600888/page/5

(I am refering to Post 69 of 106 on that thread in case anyone displays a different number of posts per page)

[MogwaiSatTV]

It might also be worth looking if you know how on your router to see what DNS servers it is set to use. By default they will probably just be using your isp's DNS servers. 

I have changed my router to use the Google DNS servers but this has not helped the situation

[Steve0001]

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@MogwaiSatTV wrote:

It might also be worth looking if you know how on your router to see what DNS servers it is set to use. By default they will probably just be using your isp's DNS servers. 

I have changed my router to use the Google DNS servers but this has not helped the situation

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Yep, automatically from ISP for me.

[MogwaiSatTV]

Probably in all cases unless someone changed it on purpose everyone will have the gateway to be set the same as the DNS server. And the router will probably just be using the isp's DNS server.