topic Re: Sky glass live and streaming services not loading in Sky Glass

Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 16:42:45 GMT

My sky glass tv turns on and is connected to Internet but no channels or apps are loading. They just say 'loading' and nothing happens. I've done all the Internet checks and everything is working fine. I've tried turning the plug off for at least 30 seconds multiple times but with no joy. I've tried hardwiring the Internet into the tv but still not working. How can I fix it?

Re: Sky glass live and streaming services not loading

Jporch316 — Sun, 28 Jan 2024 17:33:40 GMT

@Rockie92

I would pull the plug from the wall for at least 10 minutes

also what speed are you receiving on the device ? You can check this by going into the native Netflix app and going to get help then network check

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 18:40:10 GMT

Hi! @Jporch316

thank you for your suggestion, unfortunately it still hasn't worked. Have tried it a few times but no change.

i cannot get Netflix to show me the speed, only the 4 green ticks under check network. Netflix doesn't load at all, it just comes up with an error message and then I press more details and check your network to get the 4 green ticks.

Re: Sky glass live and streaming services not loading

Jporch316 — Sun, 28 Jan 2024 19:24:18 GMT

@Rockie92
what speed is your internet connection ?

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:26:55 GMT

What is your broadband speed, and how is the tv connected to it, minimum speed for sky glass is 30mps and if you can have it connected by a ethernet cable from your router, it's more stable than a WiFi connection

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:29:22 GMT

App says 408 mb/s

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:29:57 GMT

App says 408 mb/s - it's connected via Ethernet cable direct

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:36:14 GMT

Try running a speed test on line, and not using the service checker on the app see what that says just to be sure

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:38:19 GMT

Google one says 431 so don't think it's the Internet that's the issue. I've now got bbc iPlayer app working but no other app or live channels are working

Re: Sky glass live and streaming services not loading

Jporch316 — Sun, 28 Jan 2024 19:39:05 GMT

@Rockie92

Who is your isp ?

I will also escalate your post to the online sky community team ... lookout for a chat request bubble ... will probably be tomorrow

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:39:30 GMT

I am not 100% sure but I think other people with vrgin broadband have had some problems with connecting to the sky glass tv, but please check, I have full fibre 500mps sky broadband

Re: Sky glass live and streaming services not loading

Jporch316 — Sun, 28 Jan 2024 19:40:15 GMT

@Rockie92

also worth trying by WiFi only ...... remove the ethernet cable

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:44:50 GMT

Sky is our isp - we were originally using wifi before the issue but plugged in the Ethernet cable to see if it made a difference. Thank you for your help

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:49:35 GMT

Could it be because you are using a vrgin media hub ?

Re: Sky glass live and streaming services not loading

MarkGoldsmith — Sun, 28 Jan 2024 19:50:22 GMT

@Rockie92 wrote:
Sky is our isp - we were originally using wifi before the issue but plugged in the Ethernet cable to see if it made a difference. Thank you for your help

@Rockie92 When you connected via Ethernet did you disable the WIFI in the settings? If not it's possible it keeps switching back over to WiFi which may explain some of the issues you are seeing.

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:50:48 GMT

It's not virgin - it's sky

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:53:38 GMT

Sorry looked at the wrong bit of a message

Re: Sky glass live and streaming services not loading

Rockie92 — Sun, 28 Jan 2024 19:54:12 GMT

No I hadn't, so thank you for the tip. Unfortunately it still hasn't worked. I'm assuming it's not the internet that's the issue as the live tv isn't working either? Yet bbc player works ( Netflix, prime etc don't work though)

Re: Sky glass live and streaming services not loading

peter-marlow+1966 — Sun, 28 Jan 2024 19:56:45 GMT

I think I would ring sky, not sure but sounds like it's a problem with the tv to me, I would ring the ASAP if I was you

Re: Sky glass live and streaming services not loading

MarkGoldsmith — Sun, 28 Jan 2024 20:00:32 GMT

@Rockie92 wrote:
No I hadn't, so thank you for the tip. Unfortunately it still hasn't worked. I'm assuming it's not the internet that's the issue as the live tv isn't working either? Yet bbc player works ( Netflix, prime etc don't work though)

Once you have disabled WiFi give it a reboot and turn the plug off for a few minutes. I've noticed the disabling WiFi doesn't always take affect until a reboot.

if that doesn't work then let us know and we can escalate this post to the sky messaging team as you have pretty much tried everything Sky customer services would usually suggest at this point.