topic Re: Tv and apps not working in Sky Glass

Tv and apps not working

Demi24 — Thu, 08 Feb 2024 08:52:37 GMT

None of my channels are working, it says please wait for programmes to load and then never does. All apps (ITVX, Netflix, YouTube, prime) will load the options but when I click on them won't play almost like it freezes straight away. But I can still use the play/pause buttons, and the bar at the bottom of how far along the video I am seems to be stuck jumping and fast forwarding on YouTube and Spotify but no picture or sound. Spotify will show the song as if it's playing in fast forward but no sound.

originally the tv wouldn't turn on, and then it was turning itself on and off. And now it's doing all of this.

I have tried:

switching the mains plug that it's connected to.

I have factory reset the tv and the remote.
I have made sure all apps and the software is up to date.
I have reset the picture and sound settings.
I have rebooted and checked my WiFi speed which is perfect.
I have tried the recovery advice for the tv online.
I have tried looking on the app to see if they can detect a problem but it says it can't find the information on my streaming tv but that my WiFi is fine when I do the system check.

thanks in advance for any advice

Re: Tv and apps not working

Jones_The_Cat — Thu, 08 Feb 2024 09:14:55 GMT

@Demi24

What speed is your "perfect" WiFi? This is the critical thing with Sky Glass. You might have a "perfect" 5Mbps reaching the TV, but that is just not fast enough for Glass to operate. You need a stable 25Mbps absolute minimum to have any hope of a reasonably stable service.

To find out the speed the TV is receiving, open the Netflix app, navigate to the Get Help menu and run a network check.

Re: Tv and apps not working

Demi24 — Thu, 08 Feb 2024 09:17:35 GMT

Hi! It's 63.5 download and 18.9 upload. The tv display has completely gone now so I can't even try and fix it if I wanted to🤦🏼‍♀️😂replacement has been arranged thankfully! Thankyou anyways!

Re: Tv and apps not working

Jones_The_Cat — Thu, 08 Feb 2024 09:29:33 GMT

@Demi24 wrote:
Hi! It's 63.5 download and 18.9 upload. The tv display has completely gone now so I can't even try and fix it if I wanted to🤦🏼‍♀️😂replacement has been arranged thankfully! Thankyou anyways!

Hopefully you'll get a better one second time around!

Re: Tv and apps not working

peter-marlow+1966 — Thu, 08 Feb 2024 18:46:22 GMT

You should never do a factory reset without being on the phone to sky at the same time with one of there advisors talking you through it as it can cause more problems than it solves, you will need to ring sky for help, factory reset is for if you are selling tv or getting a replacement it wipes your details off the tv

Re: Tv and apps not working

Demi24 — Thu, 08 Feb 2024 19:12:34 GMT

I didn't know this! I know for the next time! Thankyou 🙂

Re: Tv and apps not working

peter-marlow+1966 — Thu, 08 Feb 2024 20:03:12 GMT

People see the factory reset and don't realise until they have done it that .don't help, it does what it says and puts the tv back to how it was in the factory, removes you account details, you will get a message from sky now asking you to gess what, reset your tv to factory settings

Re: Tv and apps not working

peter-marlow+1966 — Thu, 08 Feb 2024 20:04:20 GMT

And there is also information about that before you do it aswell

Re: Tv and apps not working

Kcshshsh — Thu, 14 Mar 2024 18:34:41 GMT

This is happening to me and they won't fix it and I'm still paying for the tv told me get my own engineer

Re: Tv and apps not working

Jake1784 — Tue, 17 Dec 2024 17:13:39 GMT

Welcome to sky service 😂

I my internet/wifi connection is totally rubbish lucky I'm out of contract with them so when they ring me up they'll get 1 chance to fix it or I'm leaving SKY completely!

my phone contract finally finishes next week as well otherwise I'm going 👍🏻