On demand download failure Sky+ on 2 boxes

[Annie+UK]

Surely as a tester before us Beta testers got the software you'd have had access to Sky devs even more that we did, so I find it strange that you have no knowledge of how the software update process ACTUALLY works 🙄

[TheRealFixer]

Aah well,  SkyHelp are just ignoring me now on Twitter.  Serves me right for asking three questions.  I've done all the resets/forced updates/rebuilds/ISP Checks.  I'm technical by trade - it's their fault.  It partially works (BBC/ITV) so functionality is there. Is that 21 days now for some people?

[Kayelaina]

@TheRealFixer  Yes it is.  Last time I could download anything other than BBC and ITV was Monday 30th Jan.  Downloads failing started Tues 31st Jan for me.  Not sure if it was all day but certainly from 7pm when I tried to download The Last of Us.  

[MogwaiSatTV]

It even seems to initially connect before it fails as it does show the size of the download before it then fails.

[Kayelaina]

Hi all, latest update from Sky Help Team today.  Not convinced this is going to be resolved anytime soon!   23 days since it was first reported and we seem to be no further forward.  😩

"I regret to inform you that, we are unable to help with the exact date when the issue will be resolved but you will be receiving an update once the issue gets resolved.

I appreciate your patience and understanding in this matter."

[thegfb]

Well my wife was becoming increasingly annoyed at having no On Demand/Catch up so I relented and subscribed to Sky Q and for me at least the problem is fixed.

It's actually saving me a little money too since the monthly Sky bill is exactly the same but I can now cancel my £3.99 p/m Discovery Plus subscription as this is now free with Sky.

However it's left a sour taste in the mouth and I still feel for all the other people who for whatever reason can't/won't get Sky Q.

[TM123]

Yes we're still having the same problem and to make matters worse, we've had an email to say they're putting the price up! Errrr nope, cancellation for us. Why would I want to pay more for a service that's not working correctly!

[Mark39]

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@TM123 wrote:

Yes we're still having the same problem and to make matters worse, we've had an email to say they're putting the price up! Errrr nope, cancellation for us. Why would I want to pay more for a service that's not working correctly!

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31 days notice required to cancel. You may not be able to cancel if you're 'in contract'.

[PocketDog]

Thanks for the update thegfb - its handy to know that Sky Q does indeed resolve the issue, even if it does not help those with Sky HD Boxes.

I also had yet another update, basically saying it's a known issue and sorry. 

At least this time they seemed to understand the issue instead of just asking me to re-download the program!

I'm assuming everyone is from different areas of the country that's experiencing this (I am Essex)?

Different ISPs?  (Im PlusNet)

And that no-one has found a workaround?  I saw in other discussions that setting the DNS in network connections to 1.1.1.1 or 8.8.8.8 worked for some, but it doesnt work for me on PlusNet.

[TM123]

I'm well out of contract!

[GOH1977]

Sky upgraded my Sky + to Sky Q at no cost to me. The Sky Engineer said they are just replacing the Sky + boxes if any issues occur. I can now download again

[Thirly]

I also had Sky Q installed today after having the Sky+HD downloading issue. First impression - very nice but incredibly fiddly to navigate compared to Sky+HD. Maybe I'll get used to it and it is saving me £14 a month for all the same channels.

"Almost" all apps I've tried, and all catch-up downloads, work perfectly. I specifically tried the ones that have stopped working on Sky+HD - such as Alibi and other non-BBC/ITV downloadable content.

So, this certainly rulles out any claims by Sky that it is my ISP (BT) to blame.

However, here's a familair situation... Sky Q comes with Netfix Standard (an app with free subscription for Sky Q users). When I first loaded the app I was able to setup an account without a problem. However, after this initial setup, it won't connect to the Sky Q box, returning a connection failure error that is well reported around the Internet and here in the Sky Q forum. I followed the simple reset fixes which of course don't fix it but, more importantly, the Sky response to this issue is... "It must be a problem with your ISP"!!! Familiar Huh? All other apps, including the new discovery+ work fine, and I can connect to Netflix (using my Sky ID) on my phone, PC and games console. So it is not an ISP problem. 

Although I'm not asking for solutions in this thread, have the other people in this thread who have just had Sky Q installed tested their Netflix app? I never had Netflix before now and don't really care about it, but obviously it should be working.

Moderator comments: edited title of thread to include Sky Q

EDIT: moved customers post back to Sky + board as requested

[Chodley]

So much great content on netflix. Hope you get it working.

[monkeynuts1952]

I sent in a 3rd complaint yesterday and received a very long reply about how sorry they were and how they valued me as a customer etc. etc. followed by-

I wish to inform you that we need to send back a signal for your Sky+ Box to watch the ON Demand , Hence I have arrange a callback on 24/02/2023 between 9AM to 10Am to get connected to our Sky+ Technical Team (available only on call) where one of my colleague will be happy to assist you.

im from Essex too ISP BT

[Kayelaina]

@monkeynuts1952  let us know how it goes. (And how soon into the call they offer you Sky Q!)

I am in Suffolk ISP Talk Talk.