Feeds

Sky mulls PVR software rollback

Blames problems on hardware modders

Choosing a cloud hosting partner with confidence

Updated Sky is considering reversing an update to the software on its PVR boxes after it froze customers out of the programme guide and left them unable to record TV.

The update to Sky+ boxes, described as minor by the firm, was pushed last week over the air. Customers noticed the OS version number had changed when they were locked out last Tuesday.

A spokesman said the problem continues to affect customers who have carried out a DIY hard disk upgrade to one of its set-top box models, which is installed in about five per cent of the more than four million Sky+ homes. He refused to name the model, but forum discussions point to the Pace V2, which came with only 40GB of storage.

Sky sent this statement:

We regularly upgrade the software in Sky+ boxes as part of routine maintenance and product enhancements. All software is tested rigorously against each hardware type of the box before being downloaded to customers' boxes.

We're investigating reports from a small number of Sky+ customers whose boxes are experiencing problems following a recent software update. Although our investigation is continuing, the problem appears to be isolated to a small minority of owners of a particular type of box, which in turn represents about 5 per cent of all Sky+ boxes. After reviewing call centre data and customer feedback, it appears that in the vast majority of cases the boxes concerned have had their hard disk drive changed for a non-standard component.

While our investigation continues, we are reviewing whether to reverse the software update to provide a short-term fix for the affected boxes. We'll consider longer-term steps once we've confirmed the scope of the problem.

Sky said it would carry out more testing today, and hopes to know whether to go ahead with the rollback by tonight.

Some people affected by the problems were told by call centre staff they would need a £65 engineer call-out to fix their box. Sky says customers shouldn't modify their set-top box, as it invalidates the warranty in the first year and makes it impossible to know for sure if software updates are bug-free later. ®

Update Thursday November 26

Sky indeed reversed the update last night and users report it has fixed the problem. Many Reg correspondents dispute Sky's version of events however, and say their unmodified Pace V2 was borked by the new software.

Beginner's guide to SSL certificates

More from The Register

next story
Ex-US Navy fighter pilot MIT prof: Drones beat humans - I should know
'Missy' Cummings on UAVs, smartcars and dying from boredom
Don't wait for that big iPad, order a NEXUS 9 instead, industry little bird says
Google said to debut next big slab, Android L ahead of Apple event
Xperia Z3: Crikey, Sony – ANOTHER flagship phondleslab?
The Fourth Amendment... and it IS better
Microsoft to enter the STRUGGLE of the HUMAN WRIST
It's not just a thumb war, it's total digit war
Netscape Navigator - the browser that started it all - turns 20
It was 20 years ago today, Marc Andreeesen taught the band to play
A drone of one's own: Reg buyers' guide for UAV fanciers
Hardware: Check. Software: Huh? Licence: Licence...?
The Apple launch AS IT HAPPENED: Totally SERIOUS coverage, not for haters
Fandroids, Windows Phone fringe-oids – you wouldn't understand
Apple SILENCES Bose, YANKS headphones from stores
The, er, Beats go on after noise-cancelling spat
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.