On demand download failure Sky+ on 2 boxes

[Complain+2+Ofcom]

Whilst I am grateful for the update, you are not being clear as to when a final resolution will be in place. In the meantme for those who still experience a problem what should they do?

As an aside, the time taken for Sky to acknowledge the issue and provide meaningful updates is poor. Your customers have spend hours having pointless conversions with their Broadvand providers. Your enginneers have blamed the broadband. Customers have bought new routers and changed networks.

Absolutely shocking, I encourage all users to complain to Ofcom.

Quite a contrast to your press and radio adverts claiming to have the lowest complaints!

[TimmyBGood]

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@Complain+2+Ofcom wrote:

Quite a contrast to your press and radio adverts claiming to have the lowest complaints!

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As the UK’s communications regulator, Ofcom receives complaints from customers about their landline, fixed broadband, pay-monthly mobile and pay-TV services.

To better understand the reasons for dissatisfaction among residential customers in our sectors, we compile that data and determine the number of complaints received by provider and by service. To compare the performance of providers, on a quarterly basis we publish the number of complaints that we received about them relative to the size of their customer bases (i.e. per 100,000 customers).

In the quarter from October to December 2022 (Q4 2022), complaints to Ofcom remained similar to last quarter (July to September 2022). Complaints about landline and pay-TV decreased slightly, while complaints about fixed broadband and mobile pay-monthly stayed the same.

• Shell Energy remained the most complained-about landline and broadband provider, with an increase in landline complaints from last quarter. Customer complaints were mainly driven by their experience with faults, service and provisioning.
• Sky again generated the fewest broadband complaints, with EE and Sky continuing to be tied as the least complained-about landline providers.
• BT Mobile, Virgin Mobile and O2 were the most complained-about mobile operators, with customers primarily complaining about how their complaint had been handled (BT Mobile, Virgin Mobile), their experience with faults, service and provisioning (O2), as well as issues changing provider (BT Mobile). Sky Mobile, EE, Tesco Mobile and Three attracted the fewest complaints in the mobile sector.
• Virgin Media and BT attracted the most complaints about pay-TV. The main reason customers complained to Ofcom about Virgin Media was due to complaints handling while experiences of faults, service and provisioning was the main driver for BT. Sky received the fewest pay-TV complaints.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/telecoms-and-pay-tv-compl... 

[MogwaiSatTV]

@Kirsty+S27  Is there anything we can do to get our box to point at the headend if our boxes are one of the ones still affected by the issue?

[Gavi+B]

I guess it comes down to trying to force the Sky headend to 'forget' about your currently connected router and treat it as a different one, thereby resetting to the updated network routing.

[Gavi+B]

I did this by being able to connect one of my Sky HD boxes to my neighbour's wifi.

[PocketDog]

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@Gavi+B wrote:

I did this by being able to connect one of my Sky HD boxes to my neighbour's wifi.

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Did it then work when you switched back to your own wifi/router?

When I swapped routers and it started to work, when I had to switch back again to the previous router, it went back to failed recordings.

[Gavi+B]

@PocketDog Not immediately. I had to stay on my neighbour's wifi for around 30 minutes, then rebooted my own router, waited another 30 minutes (just to see if it made any difference!) before reconnecting my Sky HD box to it. 

[MogwaiSatTV]

Anyone got an idea of what to on my main box that does not have wifi? I can do the wifi switch to a neighbour on the other two that has been suggested above.

[Gavi+B]

@MogwaiSatTV oh sorry, forgot to mention that both my Sky HD boxes (including the one without wifi) were able to download On Demand content from all channels once I'd completed the procedure. In other words, it doesn't appear to be specifically a Sky HD box problem; more how the Sky headend 'sees' the broadband router.

[AliDun]

@Gavi+B a when you say you connected to the alternative router for around 30 minutes do you mean you were actively downloading during that time or just connected?

Thanks for the help.

[Gavi+B]

@AliDun Actively downloading for the most of the 30 minutes.
In fact, as an additional test, I reset the Network settings (thereby disconnecting from my neighbour's wifi) whilst a download was in progress. Obviously, this halted the download on my Sky HD box.
However, when I reconnected that same Sky HD box back to my own router, the download resumed almost immediately. It's as if the network route had been established whilst connected to my neighbour's ISP and was still in the Sky headend cache when I reconnected to my own router.
Wish I had a more technical answer! This is all too empirical for my engineering brain...

[Steve0001]

@Kirsty+S27

Why have you tagged this thread/issue as answered?

I still cannot download and all that you have done is given an update, not a solution.

Your response is "These instances are decreasing however we are still monitoring and expect this number of affected boxes to taper off."

Where am I or others on the taper? You have basically said 'wait and see'. I hope that you are right but to label this as 'answered' seems odd as we still have problems.

[Daniel0210]

@Steve0001 

The post 'currently' marked as the answer has been done so everyone joining or looking at this thread can see the current state of play and I'm sure it'll be updated when there are significant updates. 

[Kayelaina]

I agree @Steve0001  I still have the same issue and am not sure this is answered.  The update does not provide a solution just that they know what the problem is. I am guessing we are expected to just wait and hope whatever they have done filters through to us that are still unable to download.

[PocketDog]

Well, it's 'Answered', not 'Fixed'.   

We need two flags   😁