topic Re: Sky stream freezing in Archive

Live TV: There's a technical fault with the channel/Please wait for the programme to load

Ricken — Mon, 01 May 2023 15:37:59 GMT

Hi, recent install with Fibre Broadband 35 and one puck. Can watch apps, sky catch up fine but live streaming works ok sometimes then will get message 'please wait for your program to load' screen grey, then goes back to main sky interface page with message 'There's a technical fault with the channel. Try again later'. Happens watching live eg BBC news but if I go onBBC iplayer it will play same live news no issue. Same happens watching any live tv but not all time but once I get message I can't watch live tv through sky puck until the next day. Is this a puck problem or something else? Very disappointed.

Moderator note: subject of thread updated to better reflect the conversation

Please wait for your programme to load

Lloyder88 — Thu, 27 Apr 2023 17:31:41 GMT

Hell, I have had sky stream now for a few weeks and now been getting the titled error message daily to the point where this thing is unwatchable. If I unplug it and start it again it works but to do it every few hours is a joke.

my isp is BT with home hub connected through Wi-Fi (unable and shouldn't have to use tethered connection to get this thing to work).

havnt a clue why it's not working and other posts I've read don't help either so any help will be much appreciated, thanks.

Re: Please wait for your programme to load

Tim+Adams — Thu, 27 Apr 2023 17:38:35 GMT

Hi @Lloyder88

That message usually means it's having to buffer.
I would normally recommend swapping to Ethernet to rule out WiFi issues but note you've already stated you're unable to.

What speed do you get if you run a speed test via Netflix?

Open Netflix on Stream / Glass

Begin from the Netflix Home screen.
Select Get Help from the menu.
- If you don't see Get Help, select Settings .
Select Check your Network.
The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

https://www.sky.com/help/articles/please-wait-for-your-programme-to-load-sky-glass-osm

Thanks,

Tim

Re: Please wait for your programme to load

Jporch316 — Thu, 27 Apr 2023 17:39:52 GMT

The other option is to use homeplugs or a mesh WiFi system

Re: Please wait for your programme to load

Lloyder88 — Thu, 27 Apr 2023 17:48:45 GMT

Hello, my connection speed is 142.30Mbps which is about the same as my Apple TV 4K running NOW TV for years with no issues

Re: Please wait for your programme to load

Lloyder88 — Thu, 27 Apr 2023 17:50:02 GMT

I was looking into this but the amount I pay per month I shouldn't have to, thanks for the reply.

Re: Please wait for your programme to load

Tim+Adams — Thu, 27 Apr 2023 17:59:39 GMT

Hi @Lloyder88

That Speedtest is decent enough.

Again the advice would be test via Ethernet to rule out a wifi issue.

For context, if I switch mine to WiFi I get that message occasionally but when using Ethernet I never see it. There's plenty of other posts on here that say the same.

Can only advise you follow the info on this link,

https://www.sky.com/help/articles/please-wait-for-your-programme-to-load-sky-glass-osm

Thanks,

Tim

Re: Please wait for your programme to load

Lloyder88 — Thu, 27 Apr 2023 18:01:31 GMT

Would you recommend using a Wi-Fi extender?

Re: Please wait for your programme to load

Golfsharpy1 — Thu, 27 Apr 2023 19:01:07 GMT

I have the problem with the message Please wait for your programme to load nearly every day. I also have a problem where it freezes, goes back several seconds then plays the same bit over and over again. I've only had Sky glass 3 1/2 weeks and been on the phone to them several times and even had a Sky engineer out the second week who left me a Wi-Fi booster. Still had the issues and was told by Sky it was a bandwidth issue. I have security cameras and Hive Heating connected to Wi-Fi so they suggested either turning them off!!! or upgrading my Wi-Fi to Fibre at an extra cost. They also suggested connecting via ethernet cable so I wasn't using Wi-Fi. but the router is in the next room and the booster they left doesn't have an ethernet port. Yesterday I connected to the router by TP Link power line connector and ethernet cable and changed the settings on my Glass TV to ethernet. Today I have already had the above issues 4 times in 4 1/2 hours. Just spoke with the Sky tech team and he said that the ethernet cable won't make a difference to the problems. Both Sky and myself have carried out speed tests and every time its arround 60mbps. Anyone got any ideas before I cancel Sky?

43" Sky Glass connected to Sky Broadband via TP Link Powerline Connector & ethernet cable.

Re: Please wait for your programme to load

Jporch316 — Thu, 27 Apr 2023 19:47:22 GMT

@Lloyder88

Extenders are not the best at maintaining a consistent WiFi signal - a cheap set of powerline adapters or a couple of mesh nodes would be better - I picked up some tp link homeplugs off marketplace for a tenner

I also bought two google mesh units second hand off eBay

Re: Please wait for your programme to load

Golfsharpy1 — Thu, 27 Apr 2023 20:01:40 GMT

Thanks. Do you have details of the TP-Link Home Plugs? I'm currently using TP-Link AV600 Powerline TL-WFA4220 TKIT (300Mbps WiFi).

Re: Please wait for your programme to load

Lloyder88 — Thu, 27 Apr 2023 20:41:32 GMT

I've ordered a NETGEAR wifi mesh range extender (EAX20), if that doesn't work then it's going back, not being funny but its 2023 with fibre broadband and the latest BT home hub router buffering problems like this shouldn't happen. I've had NOW TV membership on my Apple TV 4K for years with absolutely no problems.

Re: Please wait for your programme to load

Jporch316 — Thu, 27 Apr 2023 20:45:23 GMT

Mine are the tp link av600

the ethernet ports on the stream / glass are 100mbs but a uhd stream is max 30mbs (as far as i remember ) so no need for any faster kits than 100mbs

Re: Please wait for your programme to load

Jporch316 — Thu, 27 Apr 2023 20:46:02 GMT

Once hardwired you will need to turn off WiFi in the stream / glass settings

Re: Please wait for your programme to load

Golfsharpy1 — Thu, 27 Apr 2023 20:48:42 GMT

've turned off WiFi on the Glass TV. The Sky tech guy told me hard wiring with an ethernet cable wont make a difference as its a bandwidth issue, not a speed issue.

Re: Please wait for your programme to load

bob1234 — Thu, 27 Apr 2023 21:44:50 GMT

@Golfsharpy1Yes speed and bandwidth are not the same but related, confusingly they use the same abbreviation.

However what is your broadband speed as it is a good indication.

Re: Please wait for your programme to load

Golfsharpy1 — Fri, 28 Apr 2023 05:48:21 GMT

Every time either Sky or myself have done a speed test it's just above 60 Mbps. According to the Sky rep I spoke with, the minimum recommended is 35 Mbps.

Getting ‘Please wait for your programme to load’ only on live content and sky channels - Skystream

mwde — Fri, 28 Apr 2023 16:43:53 GMT

We have had the Skystream puck for about 2 months now, but since changing our broadband provider to Starlink UK, we are randomly losing live stream channels and other sky content ... all we get is a black screen and the message 'Please wait for your programme to load' ... but nothing happens.

When we test the Starlink service from a phone, also connected via 5Ghz Wi-Fi, we are getting about 150Mb down - so we don't have an issue with bandwidth.

Also, other non-Sky services such as Netflix, Prime, iPlayer (when accessed via the app) are all working ok.

So it seems like there is only a problem in streaming Sky content or live channels via Sky.

System details

Entertainment OS 1.1

Build Version QS017.005.00P

Hardware Model IP061-ef

Remote Control Version 5103.3.8

UI Version 20.260.017.03

Platform Version 6.2p7s1

Re: Getting ‘Please wait for your programme to load’ only on live content and sky channels - Skystre

stejam.13 — Fri, 28 Apr 2023 17:54:13 GMT

I'm having the same problem my puck only arrived today, none of the "live" channels are working just black screens, for the price this terrible service.

Re: Getting ‘Please wait for your programme to load’ only on live content and sky channels - Skystre

mwde — Fri, 28 Apr 2023 18:53:45 GMT

What system software versions does your puck have and which broadband provider are you using?

Also, are you using Wi-Fi or cable connection.

we've found if we power it off and leave it a while and then power back on, it seems to work ... but a day or so later it happens again.