Over the past few weeks, Sky Q TV platform customers have reported sporadic issues when trying to download programs to their set-top box (for example, intermittent download failures with their on-demand content), which seem to happen regardless of whether users have a Sky Broadband connection or another ISP.

Experiences tend to vary and other customers are unaffected. For example, some clients report that they cannot download anything successfully (this will return the “Failed to download item not available“), while others complain that only certain programs suffer from the problem (non-Sky shows seem to download normally for some). In other cases, a program may appear to download, but when playing it l image and sound will break.

REMARK: The problem, which is also affecting some Sky + HD users, appears to have started last month and is continuing.

A few people have discovered that changing the Domain name server (DNS) details of their internet connection to a third-party service (for example, Google’s public DNS) sometimes, but not always, resolve the issue. However, Sky support agents now advise customers “do not modify DNS settings”(Maybe because it could break their other filter and optimization services).

Instead, the supplier suggests, as “temporary solution“, To try to download content to your box via the Heaven go app instead.

A Sky Community Manager (Chloe-W22) said:

“We are aware that we are having issues with our Sky Q and Sky + HD boxes, with customers reporting intermittent download failures on on-demand content.

This has been reported to occur both with customers using third party broadband as well as with our own Sky Broadband customers.

We are aware that this will cause inconvenience for all of you, especially during this time of year, and we want to reassure everyone that the affected teams are working hard to resolve this issue as soon as possible.

In the meantime, we ask you not to modify the DNS settings and, as a temporary solution, to download your content to your box via the Sky Go application.

I’ve reached out to some users of this thread for help as we test different scenarios. If you want to get involved you can let me know.

I am very sorry for the inconvenience this causes.

At the moment there is no clear ETA for when this will be fixed and the current situation with Omicron, as well as the Christmas holidays, is unlikely to help move things forward. We asked Sky for a comment.

UPDATE 1:20 p.m.

We had a comment from Sky.

A Sky spokesperson told ISPreview.co.uk:

“We know that a very small number of Sky TV customers experience intermittent problems when trying to download content on demand. We are investigating the issue and are sorry for any inconvenience this causes.


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