On demand download failure Sky+ on 2 boxes

[Steve0001]

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@MogwaiSatTV wrote:

All 3 boxes are now working again after coming up on 4 and half months. All sorted no thanks to Sky's efforts.

The current setup of mesh system in bridge mode connected to the plusnet router should surfice until I can get full fibre installed.

In case anyone wanted to know this is all while using Plusnet's DNS servers. Which is what I was using before this issue started.

So I can only assume that the entire issue is that SKy have got some bit of info about my old router or modem that means I was still getting redirected to the old DNS "headend"  all this time

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Thanks @MogwaiSatTV for all your efforts and input here. I am glad that you have your stuff up and running again. It seems that Sky have not helped anyone on this thread get the downloads working again and that it has been up to their paying customers to fix it for themselves, through their own time and, in some cases,  expense. It seems there is some sort of random issue affecting multiple router types (I have Netgear router and ISP plusnet)

Hopefuly your setup remains stable over the next few days.

If you ever feel up for it, you might want to try what @Eddy99 did in post 689 and do a factory reset on the old router, just to see if that works. It didn't in Eddy's case but would be interesting to see if it worked for you (clearly, without messing up what you now have working). I wouldn't blame you if you didn't try!

Cheers.

[MogwaiSatTV]

I think I am just going to leave things as they are now they are working.

However I still don't understand why changing routers fixes the issue as the mac address of the router will not be getting passed to Sky and my external ip is static so my replacement router is using the same one as my Amplifi one.

[Thaab]

Yes. Truly baffling. I've tried three routers now. Two are fine. The third, the original one that I've been using for years and was OK, doesn't work. The routers are all setup the same way, as far as possible, with the same IP address, DNS, DHCP Ranges, subnets - and even wireless settings (though my Sky box is attached via an etherent cable over powerline so that shouldn't matter). It's as though my old Netgear 2200 has somehow been blacklisted by the Sky box for Sky downloads.And interestingly when looking at the logs on the Netgear when trying to download - I see nothing.

I've asked a number of people at my work (I work for a v large I.T company) who know far far more about Networking that I do - and they are also baffled. They would need to see a TCP-Dump trace or something similar. I'm not going to do that though because it's all working on my TP-Link AX55.

[pkjp]

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@MogwaiSatTV wrote:

I think I am just going to leave things as they are now they are working.

However I still don't understand why changing routers fixes the issue as the mac address of the router will not be getting passed to Sky and my external ip is static so my replacement router is using the same one as my Amplifi one.

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@MogwaiSatTV I realise it's now working for you but, if you ever feel like it, one more easy thing to try is switching on "Clone MAC Address" in your Amplifi settings and entering your Plusnet router MAC address here. Then, remove your Plusnet router and switch off bridge mode on Amplifi. Might be interesting to see if Amplifi pretending to be the Plusnet also works?    

[dragonboy]

I now have a new one again both of our sky + boxes are now stating technical fault 11 (272), called Sky and they agreed to send out an engineer (at no cost to me) he did not know what this fault means, but agreed that the problem was not with the boxes and suggested that I get a new router to see if that helps, and then said he would put his report in, apologised that he did not get the problem solved and left.

[MogwaiSatTV]

@dragonboy  That is the error I was  having for the last 2 months or so until I changed my router. So if your only issue is with the downloads and you can download from the BBC or ITV on demand then I don't think an engineer visit will help you. In fact they may make it worse by swapping your box which will mean you lose all your recordings.

If you look at the network page in settings does it say OK for your Connection to the router and to On demand?

[dragonboy]

Yes it does but still can't download anything except bbc and itv apart from the free gift for vips which was a film on sky store and that downloaded without a problem, the engineer also suggested that I get sky Q but why should I pay for 2 new boxes when the problem seems to be there's 

[PocketDog]

The problem most definitely is theirs and they are also most definitely aware.  Not only is there this 51 page thread of the ongoing issue on their own website (is that a record?!), they have also had several formal complaints from us in here. 

The fact of the matter is, they just dont care.  Otherwsie they would be advsing us, supporting us and  compensating us. Alas, they have done none of these. 

They arent going to fix it, we just dont know why. 

Box A says it's that they are galactically incompetent and cant fix their own fault even knowing when it started (which had led them to say it was a change they did and is now fixed, yeah riiiight) and also being told what bypasses the problem. 

Box B is that they could fix it but dont want to (which might be why they are keeping quiet on this issue) and therefore are relying on the apathy of the community who will either put up with it, upgrade to Q, change their own hardware, or leave.

No doubt a SuperMegaUltraUser will be along shortly to gawf at the mere possibility that this is fixable for poor old Sky (yes not all SMUUs are the same), that it is impossibly difficult to fix or back the change out (in spite of them having no knowledge on the matter whatsoever).  That the issue was fixed and now is probably due to the fact your internet is too slow, your router is too old, your dog is too smelly, ANYTHING but SKYs fault.  So the message I seem to be getting from Sky is, tough, live with it................. Be thankful you can still watch anything on our premier platform with your old tech you peasants and stop your moaning!  

Oh and by the way Sky (aka the ether.....) , it's also stopping people from purchasing items in the Sky Store, not just On Demand.  

[Thaab]

I did try this on my setup. Old netgear router is the one that doesn't  work. BThomehub does work. So I configured the Netgear with the BThomehub MAC address. Unfortunately it made no difference to the Netgear. 

[Steve0001]

OK, so this post relates to a discussion we were having back on 19th/20th May (post 551 by the likes of @MogwaiSatTV and @PocketDog ). I still have the ongoing problem. However, I have got around to testing the use of my phone over 4G to download.

1. I disconnected my sky box ethernet cable from my netgear6000 router and plugged it into my mobile phone, using an ethernet/usb-c adaptor. I then went into phone settings, connections and activated the ethernet tether and turned off the phone's wifi connection to my router, switching to mobile network (EE).

2. I checked that there was a connection in the Sky Box settings/network to On Demand. I then went to Sky Cinema and I tried to download 'Jurassic Park'. It started to download immediately (. This is what happened to MogwaiSatTV - the download over phone.

3. I paused the film download at 2%, unplugged my phone and reconnected the ethernet cable from my Sky Box to the router. I then tried to download a different film - it failed, usual 11 (272) rubbish.

4. I then decided to try and continue the Jurassic Park film download from 2% using my router. It continued the download. Downloading just 2% of a film from Sky Cinema via my phone seemed to trigger 'permission' to start the download and allow me to then continue the download via my router, once I reconnected it.

5. I could watch Jurassic Park. I then deleted it and removed it from my deleted programmes. I then tried to download it again, via my router, from scratch. Yep, 11 (272) error. Permission denied.

In short, it seems that I can trigger download permission using my phone via the mobile networks for 1-2% and then switch back to my router and download the rest from there. This USB-c/ethernet adaptor to my phone to start the download saves me having to change router. It takes a minute or so. I shouldn't have to do it but it is a workaround for now, until Sky fix the original issue from the end of January. ⏳

[Neal+Bunker]

Anyone still having download problems from bbc on demand?I still am having problems with bbc1,2 seems ok now.

[PocketDog]

Yeah, I also tried downloading using my phone instead of home broadband, which also worked (I didnt use an Ethernet adapter I used my phone as a wireless hotspot).  But its really inconvenient to unplug the Ethernet and set up wifi for and connect to my phone just to initiate a download.

What would be interesting is to see if someone has a router make/model that we know doesnt work, then they get another identical one from somewhere and see if that works. Then we'd know if it's specific models affected or whether the routers we were all using at the time have been somehow blacklisted as @MogwaiSatTV suggested before.

[Shut-ins]

@PocketDog 

We had an approx.4/5 yr old  TP-LINK  300Mbps Wireless N USB VDSL/ADSL  Modem Router model no. TD-W9970 which  failed (end of Jan) to download. We had bought a spare exact same make and model no. at the end of last year, as a backup if it went wrong.

 On 3rd June, after seeing that other sky+ customers with same fault  had just changed their router and their downloads then worked,  we installed the newer modem/router.  It is very slightly different to look at from our original one,  but has same specs and model number. Its probably got some newer tech inside.

Surprise surprise  it works fine and we can download as before the fault.  Sky certainly changed something in January that our older one couldnt work with.

Last year we experienced  a similar missmatch of new and old tech. Our 8yr old Samsung pc monitor caused a crash...blue screened... 2  different brand new PCs for some reason. They worked fine on two other pc monitors, one really old..20yrs,  one about 5yrs old. We can only assume that the the new PCs couldnt handle / wasn't  compatible  with something in that particular monitor.

So we think its something between old and new tech.

Hope this helps.

[jewers]

Yes, just checked again this evening.  No listings for BBC1 but BBC2 working.

[Oddie2004]

Yes plus some sky channels particularly Witness whereby you can normally download from catch up or search todays episode before it actually broadcasts but now only appears to be happening after programme has been shown even though I recorded it at 2am this morning.Happening with Rookie Feds,Law and Order Special Victims etc.This is extremely frustrating and viewerr do not even respond.I have rebuilt and rebooted my +HD box with no difference.