Sky + HD Download FAILED

[RichardB01]

Typical Sky just want your money and don't care!

[yates100]

Due to download failure Sky suggested my box needed replacing so I ordered new SkyQ box.  Then I found this thread. When the engineers came they asked if box faulty so told download issue and we are with BT Broadband and instantly they said not to go to SkyQ as the situation is worse and to keep my old Sky+ box until the issue is resolved!    I did get a call from Sky about the cancelled visit and explained it all and asked why not dealing with this issue NOW as can see from their own community forum it has been an ongoing issue.  Anyway he just said will log it.  The engineers said still only a tiny minority of people that this is affecting and until nationwide Sky not too bothered.  Guess they want us to go to Sky Broadband and this will 'fix' this issue!

[caesarome]

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@yates100 wrote:

Guess they want us to go to Sky Broadband and this will 'fix' this issue!

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According to a post from a Sky Community Manager yesterday, some Sky Broadband customers are also having this issue.

[millarrrr]

This all started when Peacock appeared!!!!!

[zoeclaire11]

I'm really struggling with channel 4 and film 4 so it seems very random

[DuncanHR]

I've been having this problem, too:  Sky HD box & BT BroadBand.

I have tried the various suggestions, early within this thread (thank you, but), without success.

Specific Channels are worse than others:

-  "Live" Channels are OK largely, say downloading a Series in the Planner

-  BBC  CatchUp & Box Sets generally seem OK, strangely.

-  SKY Channels CatchUP & BoxSets & Cinema downloads FAILED almost all of the time

I have posted to add another Customer to the list of Customers who are not receiving the service that they are paying for.

[roger+buckley]

Where do I find the page with the ability to change dn servers, as I too am with bt broadband and can't download on my sky q box?

[Annie+UK]

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@roger+buckley wrote:

Where do I find the page with the ability to change dn servers, as I too am with bt broadband and can't download on my sky q box?

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You instructions will be on the 

Sky Q Forum

[Mike+Tillett]

Here are the instructions copied from another post in another discussion.

I am with BT broadband and this solution has worked for me on SKY HD+ box.

I used the setting 1.1.1.1 (see below) and my download started working first time having failed 'randomly' for several days.

REMEMBER to write down the original settings before changeing any or just take a picture on your phone (if you have one.

FIX to TRY !

IP Address = the unique address your computer has on the network/ internet

DNS = Domain Name System which is basically a big directory listing that tells computers what IP address domain servers have.

For example, a DNS look up for sky.com = 90.216.128.5. That is the IP address that your browser will then try to connect to when you type www.sky.com or https://sky,com in the browser. You may be redirected to other IP addresses / servers by the sky server, but the initial query will point you there.

Your SKYQ system has a DNS setting, this is the DNS server that it uses to do a DNS lookup everytime your sky system wants to download something. It appears that some of the BT DNS servers do not know where to get the information, or have been pointed to old servers that no longer host the data.

To resolve this, you can change the DNS setting in your SKYQ system.

1. press the home button

2. in the left hand menu, scroll down and click settings 

3. click Network Connection

4. click Network Setup

5. click on edit

It will give you a list that contains

ip address

subnet mask

router

DNS server

scroll down to DNS server

Make a note of the current setting e.g. 192.168.1.254 (which is the hub address not a DNS server)

change the setting to 1.1.1.1

click confirm

power the box off at the wall

after 30 seconds, power the box back up again

Your downloads should start working from then. If you still have issues, it could be that you didn't change/ save the DNS settings correctly. You should follow the same instructions above to check and see that it has retained the new setting you made. Alternatively, you can try using a different DNS server instead of 1.1.1.1, you can use any one of these servers, I've tested this working with Google, Cloudflare and two random BT addresses.

Provider/ISP DNS servers

Google (Public DNS)

8.8.4.4

8.8.8.8

Cloudflare DNS (Public DNS)

1.1.1.1

1.0.0.1

OpenDNS (Public DNS)

208.67.222.222

208.67.220.220

BT Broadband DNS

62.6.40.178

62.6.40.162

194.72.9.38

194.72.9.34

194.72.0.98

194.72.0.114

194.72.65.68

194.74.65.69

I hope that explains it a bit more simply, and resolves the issue for you.

[JB0488]

I had this issue with my sky Q box, after support being escalated to level 2 they informed me to go into my network settings and change the DSN to 1 in each box, this fixed it straight away for me. Not sure if it's the same on the older boxes

[Mike+Tillett]

So the 1.1.1.1 failed after 5 mins!!!

As I'm with BT for broadband I've tried one of the BT number.

62.6.40.178

Worked for me, managed several downloads since to my HD+ box.

[DuncanHR]

Hello Mike+Tillett,  on my HD box, I hit the Services button on the remote, go to Settings, then Network ... at that point my only options are Reset or Manual Wireless Configuration.  Is that the same as yours, please?

[Mike+Tillett]

Yes, you need to go into manual config and then you get the option to move down to the DNS config,b which is the one you change.

Once changed you need to press green to save it.

Hope it helps.

[DuncanHR]

Thank you, @Mike+Tillett , apologies for dusturbing you again.

I got to a screen containing: 

- IP Address of this Sky box

-  Subnet

-  Gateway Router

-  DNS

All of these were blank:     ---.---.---.---

I went to DNS & tried a BT Number code.

On hitting Green to Save, I get the message that all sections need to be completed?

Any (more) help will be appreciated 🙏

[Lexicon]

IP Address = anything on your local network usually 192.168.???.??? - you will need to know that - see below re router login.

Subnet is invariably 255.255.255.0

Router is the ip address of your router - you will need to know that too - again could be 192.168.???.254

You can find that by logging in to the administrative interface if your router.