On demand download failure Sky+ on 2 boxes

[MogwaiSatTV]

It will be interesting to see if anything happens as a result of that call. 

I am in Surrey and use Plusnet for my ISP

[TheRealFixer]

@monkeynuts1952 

I would certainly be interested in what they ask you to carry out and if they say they are actually sending something to your box. Copious notes please, in case there's something others can use!

Good luck.

[monkeynuts1952]

Well no surprise really, nobody telephoned and I then received another email with the same generic  message we've all been getting for weeks now

"I would like to inform that there is a know issues with the On Demand content and our relevant team is investigating the case. I am sorry to inform that we do not have any timescale for the issue to be resolved. Hence, I request you to wait for the issue to be resolved.

I appreciate your understanding and patience in this matter.

[TheRealFixer]

@monkeynuts1952 

Seems to be par for the course. I think we as a group are more of a minor irritant on a platform they'd like us to move away from. Maybe it's just too hard to fix 😁 (disclosure: I'm a Sys Admin)

[Zeus79]

Hi good people,

Just wanted to chime in - same issues as you all for at least 3 weeks maybe 4. Just logged my complaint with Sky yesterdsay having found the email address on the thread - I would encoarage everyone reading this thread, who have not yet made a complaint, to do so, so sky can get a picture of how many of us are affected. Since that damn answer bot thing on the website is as much use as i dont know what!

Im Newcastle upon Tyne  and with Talk Talk ISP

[Zeus79]

Not much progression at my end but here is Sky's response to my complaint -

Thank you for contacting us.

I wish to inform you that Its an ongoing issue and we have the right teams working to get this resolved as soon as possible. Hence, I request you to allow us until.

Once the issue has been resolved you will receive an update.

I like the fact they say "allow us until." 

Yeah, until when!?

Hey ho.

[Mark39]

---

@Zeus79 wrote:

I like the fact they say "allow us until." 

Yeah, until when!?

---

...until they've fixed it 🙂

Sky aren't big on giving dates.

[Kirsty+S27]

Hi all,

I have escalated a few customers to the messaging team as we need further information so the support teams can investigate. 

They will invite you to a private chat shortly and help you with this. Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works -  https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Lisa-P1987]

Thank you for escalating this. We have sent an invite to chat to the following users;

monkeynuts1952, janliz, MogwaiSatTV, Kayelaina, GOH1977
thegfb, Steve0001, Rizzers, PocketDog, TheRealFixer
TM123, Thirly, Zeus79

🙂

[steve+evenden]

Could you also include me in this chat - many thanks!

[Steve0001]

Afternoon.

FYI, I just had a webchat with Sky about this issue, as per their invite. I had to check Sky messages and, also, it seems to be a multi-coloured speech bubble bottom left, not blue. Obviously, you need to be logged in and possbily reference the invite in chat. I was a newbie with Sky chat.

I went through security checks and gave them the details that they asked for (box related stuff). They said that they would pass the details on to the team investigating and once they have an  update/solution then they would post it on this thread.

I am guessing that they are looking for commonality between users' Sky boxes (those with the current download issue). Hopefully they find a link from the invites. If they need a bigger sample size then they may expand the invite list at some point, but that is just a guess from me, NOT SKY.

Que sera, sera.

[MogwaiSatTV]

I have just done the webchat as well and the only detail they wanted was the ip address showing on the affected sky hd boxes. This will not help as that is the internal ip on my local network and not the external ip that they will see when my box connects to them.

I did explain this and they took my external ip address as well.

[TheRealFixer]

Hi @Lisa-P1987 ,

Thanks for including me on the chat.  However, as yet I haven't received an email.  I get the community update emails - so they get through ok.  Nothing in spam etc. either.  Am I just being impatient?

Cheers,

Phil.

[Kayelaina]

Odd but Sky Store seems to be ok. We had a code for a free film which expires tomorrow so figured we would choose the film and download once they resolve the issue but it downloaded without issue which we were not expecting.  May not be relevent but seems the box and internet are not the issue. Everything else is still failing.

[thegfb]

@Kayelaina 

Sky clearly have an incentive to maintain a service that earns a disproportionately high amount of money in comparison to the subscription fee!