[Updated] Sky Q & Sky+ HD boxes download failed, & Apple TV not loading issues acknowledged (workaround inside)
New updates are being added at the bottom of this story…….
Original story (published on December 28, 2021) follows:
As part of the Sky group, Sky Q is a subscription-based TV service. The British-owned company operates in a bunch of countries like Germany, Ireland, Italy, Austria, and the UK.
Sky Q combines traditional TV with on-demand services and several third-party services. As of July 2018, Sky Q reported that they have over 3.6 million customers.
Subscribers can download their favorite shows using the set-top box and even watch them on the go using the dedicated mobile applications.
But as is the case with every other on-demand service, users do encounter some technical glitches that at times make the service unusable.
And according to recent reports, many say they are having issues downloading programs. People say when they try to download any program on their Sky Q and Sky+ Hd boxes, they are getting a download failed error.
The issue seems to be affecting both 3rd part broadband users as well as those on the Sky network. Customers said they try restarting their boxes with some even resetting them but the issue still persists.
I recently joined sky and was gifted one free movie to choose for buy and keep. I chose the dark knight and purchased this and this is now in my purchased section in recordings. However when I tried to download on many occasions it keeps coming up with a message at the top of my screen saying error downloading because of a technical issue please try again later. I have tried later on multiple occasions and the same message keeps coming up. I’ve tried restarting the sky box and my Wi-Fi router aswell which has made no change and also my storage is almost empty so that can’t be an issue either. What am I ssupposed to do?
Every program I try to download it comes back with download fail, I’ve spoken to one of your team on the phone and they’ve put it in the basket as they say but is there anything else can be done as it’s been going on for a while now
Fortunately, a Sky employee has acknowledged the issue and shared a workaround for Sky Q and Sky+ HD customers who are facing the download failed error that involves downloading the content using the Sky Go app.
However, they did not share any timeframe on when Sky Q users will be able to download their favorite programs.
We are aware we’re experiencing issues with our Sky Q and Sky+ HD boxes with customers reporting intermittent failed downloads on On Demand content. It’s been reported that this is happening with both customers using a 3rd party broadband as well as our own Sky Broadband customers too.
We are aware that this will cause inconvenience for you all especially during this time of year and we want to reassure everyone that the relevant teams are working hard to resolve this issue ASAP.
In the meantime we are asking not to change DNS settings and as a temporary solution download your content to your box via the Sky Go app.
I have reached out to some users on this thread for some help whilst we test different scenarios if you would like to get involved with this you can let me know below.
I’m really sorry for the inconvenience this is causing.
Apple TV not loading
Apart from the download failed error, Sky Q and Sky+ HD users say that the Apple TV app is stuck on the Apple TV logo.
@SkyHelpTeam can you tell me why the Apple TV app is not working?
@SkyHelpTeam why’s the Apple TV app not working?
Fortunately, a Sky employee has shared a workaround that might help fix the issue.
Apologies for not updating sooner, as advised by @louise178 we’re aware of an issue where the app is stuck on the Apple TV logo which we are currently investigating.
On Sky Q boxes, Resetting settings can help.
Home > Highlight Settings > Press > 0, 0, 1 Select on the remote > Reset > Reset settings
As always, we will be keeping an eye out and update this article when Sky fixes the aforementioned issues, so stay tuned for updates.
Update 1 (January 11, 2022)
01:17 pm (IST): Here’s another workaround to try if you are still bothered by the loading issue on Apple TV.
– Press home
– Go to setting but don’t press select
– Press 0 0 1 select
– Go to reset
– Move over to reset settings
– Press select and confirm
– Once the box has rebooted up you will have to switch it on by the button on the front
– Now only Peacock will be showing on the app rail but now if you refresh the apps by pressing home button
– Go to Settings but don’t press select
– Press 0 0 1 select
– Go to apps
– Move over to refresh apps
– All the apps will reappear on the home page
– Selecting apple plus it should now load allowing you to sign up or log in (Source)
Update 2 (November 17, 2022)
03:39 pm (IST): Many Sky Q and Sky+ HD users have taken to Twitter to report that they are once again facing issues with downloading content on their devices.
According to reports, users are getting a ‘Technical Fault’ error when trying to download anything.
@SkyHelpTeam do you know of any issues causing shows not to download? Keep trying to download an available show i’ve been watching all week and it now says download failed. Thanks (Source)
@SkyHelpTeam can you advise why I’m still unable to download sky programmes on sky q box (Source)
@SkyHelpTeam unable to download any programs, says failed technical error, I am connected to the internet and can stream on other apps through sky? (Source)
Fortunately, the company’s support team has confirmed that they are aware of the issue and are currently working on a fix.
We’re aware of the wider issue affecting Sky Q downloads, and our team are working on getting this fixed asap. We’re sorry for any inconvenience caused. (Source)
Update 3 (November 18, 2022)
11:30 am (IST): Sky support team has confirmed that users may face issues when trying to download content on their Sky Q and Sky+ boxes.
The team is currently investigating the issue. However, they did not share any ETA for the fix.
Update: Download Issues
Some customers may experience a technical error message when trying to download some content on their Sky Q & Sky+ boxes. Support teams continue to investigate this issue. We’re sorry for the inconvenience caused.
Update 4 (November 21, 2022)
01:36 pm (IST): SkyHelpTeam on Twitter has confirmed that the recent issue where users were getting download failed error has now been resolved.
Hello. Thanks for the tweet. That was a known issue but we had reports to say it was resolved earlier this morning. Have you tried restarting the Sky box? Thanks, Matt (Source)
Update 5 (November 23, 2022)
04:08 pm (IST): Although the Sky support team previously stated that the issue was resolved, there are still users dealing with it.
@SkyHelpTeam can’t get download tulsa king or yellowstone today on sky+HD box 🤔 and the decrption says dummy why?
@skytv can you tell me why I can’t download the latest episode of Yellowstone and Tulsa King.
I know there’s no problem with my Sky box because I have no issues with any other channels. Just Paramount+
In light of the reports, the Sky support team confirmed that the issue is still present and that they are investigating.
Thanks for confirming. This is a known issue that our teams are investigating currently. Apologies for the inconvenience caused. Thanks, Louise
Update 6 (November 24, 2022)
01:52 pm (IST): Some users are now reporting that they are unable to download ‘Class of 92’ series. Luckily, support team has acknowledged this issue and said that they are working on a fix.
Hey Paddy 👋 I’m sorry to hear this. Most downloads are now back up and working again, though we are aware of a few still not working, class of 92 is on that list and our teams are working to have this back up as soon as they can. Thanks, Ross. (Source)
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Featured image source: Sky
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