Sky catchup unusable

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for much for making us aware of this problem, and thanks for tagging us @oj01 

As some of you have noticed, and has been confirmed by our support teams, this problem has been resolved. We're sorry for any inconvenience this has caused.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[GeoffH]

Thanks Kevin. I'm sure I speak for many on this (and other) thread that this has been incredibly frustrating. Sky could salvage some goodwill by explaining the nature of the problem (many of us are technical enough to understand) and explaining what steps will be put in place to prevent it happening again.

[Mark39]

---

@GeoffH wrote:

Thanks Kevin. I'm sure I speak for many on this (and other) thread that this has been incredibly frustrating. Sky could salvage some goodwill by explaining the nature of the problem (many of us are technical enough to understand) and explaining what steps will be put in place to prevent it happening again.

---

From past experience I would think it highly unlikely that Sky will do that.

[Stephen503010]

So it was Sky fault and not a TalkTalk fault?

[caesarome]

@Stephen503010 

As it only affected Talk Talk and Utility Warehouse customers who use the TT network then it is fair to say it wasn't a Sky fault.

[Stephen503010]

@caesarome 

I agree, but the Sky employee above said the problem is resolved.  Which to me implies Sky has fixed it, rather than TalkTalk.

[Annie+UK]

---

@Stephen503010 wrote:

@caesarome 

I agree, but the Sky employee above said the problem is resolved.  Which to me implies Sky has fixed it, rather than TalkTalk.

---

They did not say who fixed it though it was a Talktalk issue so thhat is a big clue 🙂

[Kayelaina]

Can I just ask for people who changed thrr DNS  on the Sky box. Can it be left or do we need to go back in and press the red bitton to reset?

[Annie+UK]

---

@Kayelaina wrote:

Can I just ask for people who changed thrr DNS  on the Sky box. Can it be left or do we need to go back in and press the red bitton to reset?

---

You can leave it as it will actually run quicker than your ISPs DNS 🙂

[GeoffH]

For what it's worth, this comment on the Sky Q thread discussing the issue states that Sky admitted it was their fault and gave them a £20 credit: https://helpforum.sky.com/t5/Sky-Q/Sky-Q-download/m-p/5099454#M713669

[Annie+UK]

---

@GeoffH wrote:

For what it's worth, this comment on the Sky Q thread discussing the issue states that Sky admitted it was their fault and gave them a £20 credit: https://helpforum.sky.com/t5/Sky-Q/Sky-Q-download/m-p/5099454#M713669

---

I would not take everything the phone support people say as 100% true

[GeoffH]

---

@Annie+UK wrote:

---

@GeoffH wrote:

For what it's worth, this comment on the Sky Q thread discussing the issue states that Sky admitted it was their fault and gave them a £20 credit: https://helpforum.sky.com/t5/Sky-Q/Sky-Q-download/m-p/5099454#M713669

---

I would not take everything the phone support people say as 100% true

---

Fair point. But without knowing the exact nature of the problem we can't assume it was TalkTalk's fault just because it only affected TalkTalk customers. A bad DNS update from Sky or their CDN could have polluted TalkTalk's DNS servers with bad information and it took a while for the correct information to replace it. Or whatever mechanism TalkTalk use to identify bad sites and block them was not updated to reflect a change Sky made. There are many moving parts to how the internet works it's easy to draw incorrect conclusions from limited information. Correlation is not causation.

[Daniel0210]

@GeoffH 

What a customer might be told by a Customer Services agent (with all due respect to them) and what a company might admit to are two different things. I'd be surprised if either Sky or TalkTalk publicly admit it was down to them. With Sky appearing to be offering a small credit as a goodwill gesture doesn't mean they were at fault. 

edit: typed before your latest post. 

[Kayelaina]

Thanks @Annie+UK 

[Lest49]

Hi All, I've read all the comments in these threads.

Am I the only one today who's Sky+HD box is still suffering from this problem?

I still can't download any programs at all!

I've tried many of the ideas put forward but my box still refuses to actually download anything.