topic Re: Sky glass playlist - tv shows section not loading in Sky Glass

Sky glass playlist - tv shows section not loading

cookep2015 — Tue, 20 May 2025 08:13:47 GMT

Every time I go to the tv shows section on the playlist it defaults to show no internet connection. All other sections are fine & I can see the tv shows if I go to manage all but that isn't ideal. Been like this for a week now. I have turned off sky glass at the plug point, rebooted my hub, refreshed sky glass from settings & nothing works. Would ring sky but I don't want to spend two hours on the phone before being told to reboot the sky hub or unplug sky glass tv...

Re: Sky glass playlist - tv shows section not loading

Anonymous — Tue, 20 May 2025 09:50:39 GMT

@cookep2015 You're doing what you can. I suspect your issue is related to the firmware issue others are experiencing that we are awaiting a fix for.

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Tue, 20 May 2025 10:06:03 GMT

So have sky said when it will be fixed ?

Re: Sky glass playlist - tv shows section not loading

Anonymous — Tue, 20 May 2025 10:16:41 GMT

@cookep2015 No timescale I'm afraid. Some of us experiencing the issue with programmes not loading, screen going black but sound still playing think that it is the Prime Video app causing the problems. Signing out of Prime Video and restarting the TV either through unplugging Glass or doing a restart via the settings (not a factory reset though!) seems to lead to a more stable experience. It hasn't worked for everyone but it is worth trying.

Re: Sky glass playlist - tv shows section not loading

lettice — Tue, 20 May 2025 10:55:50 GMT

@cookep2015

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/forums/replypage/board-id/sky-glass/message-id/165157

Re: Sky glass playlist - tv shows section not loading

Lisa-P1987 — Tue, 20 May 2025 11:21:49 GMT

Thanks for escalating this. We’ve sent cookep2015 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Thu, 22 May 2025 08:21:31 GMT

Anyone with the same issue please see below response from sky

Re: Sky glass playlist - tv shows section not loading

Jimfin — Mon, 26 May 2025 19:38:36 GMT

I am still having exactly the same problem as of today. So the fix has has not gone thru yet

Re: Sky glass playlist - tv shows section not loading

Jimfin — Mon, 26 May 2025 19:41:53 GMT

Only happening on the sky glass TV it is okay on the puck on 2nd TV

Re: Sky glass playlist - tv shows section not loading

Anonymous — Mon, 26 May 2025 20:12:29 GMT

@Jimfin Correct. We're still waiting for the fix.

Re: Sky glass playlist - tv shows section not loading

Jamesis1 — Thu, 12 Jun 2025 05:51:18 GMT

I have been experiencing this for about a month now. It's really frustrating that I cannot get my TV list up.

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Thu, 12 Jun 2025 06:58:12 GMT

Yep, will be fixed in the next software update but sky won't say when it's going to be. Not good at all really....

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Tue, 17 Jun 2025 18:32:51 GMT

Hi Lisa,

any updates as to when this will be resolved. It's been quite a while now & is very inconvenient.

thanks

Re: Sky glass playlist - tv shows section not loading

Lisa-P1987 — Tue, 24 Jun 2025 13:58:22 GMT

Hi there cookep2015 , I’ve escalated your post to our Community Messaging team again who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky glass playlist - tv shows section not loading

Jimfin — Tue, 24 Jun 2025 14:20:44 GMT

Thank you

Please ask them to make this a priority as 5 weeks is far too long

Jim

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Tue, 24 Jun 2025 16:55:02 GMT

Sorry Lisa,

they are not helpful. Keep going over the same conversations with nothing being resolved.

please escalate higher without any of us having to be told to reboot the hub / sky glass so they can log it. This should be resolved from your end & advise us when the software update to resolve this issue will go in. Please also raise to your complaints team seeing as this issue has been unresolved for two months now

Re: Sky glass playlist - tv shows section not loading

cookep2015 — Tue, 24 Jun 2025 17:04:15 GMT

I'm now being asked to reboot the hub / sky glass again & log the time. They obviously have no idea how to resolve it so I have asked to raise it to their complaints team. Might be worth anyone with the same issue to escalate via Lisa or another member of the sky team.

Re: Sky glass playlist - tv shows section not loading

Lisa-P1987 — Tue, 24 Jun 2025 17:29:23 GMT

Update - we are in discussion with cookep2015 at the moment gaining further details for our technologies team.

Re: Sky glass playlist - tv shows section not loading

Liam+bell — Wed, 25 Jun 2025 20:15:55 GMT

I have reported this many times one advisor said he was going to log this with the glass tech team and would get back to me with an update but still have heard nothing this was about 4 weeks ago. Every time I call them I'm always told to do a reboot which solves the problem until I turn the tv off

Playlist error

Deedee36 — Thu, 26 Jun 2025 06:42:44 GMT

Has anyone noticed an issue with playlist where if you go to playlist then tv shows view all you either get a no programmes available message or let's try that again press home to refresh your connection message?