topic Re: My5 won't load in Sky Stream

My5 won't load

Kowster — Tue, 11 Feb 2025 18:08:17 GMT

Like millions of other people on here My5 won't load, doesn't matter what you do. Please refer me to get some assistance with this. I have just about given up on Sky and it will be highly doubtful that I renew my contract.

Re: My5 won't load

caesarome — Tue, 11 Feb 2025 18:28:30 GMT

@Kowster
On what device do it not loading on ?

Re: My5 won't load

Kowster — Tue, 11 Feb 2025 19:41:41 GMT

Sky Stream puk.

restarted, refreshed

Re: My5 won't load

Bill051 — Thu, 13 Feb 2025 18:54:25 GMT

Fine on Stream for me today. Not used it before so had to register. No problems.

It's odd that Stream problems usually affect only some users and not others.

Re: My5 won't load

Kowster — Thu, 13 Feb 2025 20:48:57 GMT

There's never any assistance or any concern, trying to contact Sky is like trying to have dinner with the Scarlet Pimpernel.

It's a joke. £62 a month for a useless substandard service. Shame on you Sky.
Believe the hype!!

Re: My5 won't load

Treeman33 — Fri, 14 Feb 2025 11:51:56 GMT

Mines not working either, I can't find a way to report it

Re: My5 won't load

lettice — Fri, 14 Feb 2025 12:12:12 GMT

@Treeman33

I use the My5 app on Stream daily and not had any problems with it recently.

Are you getting any errors, or can up you describe how far it gets when launching.

Assume you have tried a Sky Puck restart and an app refresh;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

App refresh:

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing. The refresh can take 24 hours to complete.

Re: My5 won't load

Treeman33 — Fri, 14 Feb 2025 12:44:58 GMT

Hey,

Yea I've tried everything twice for the past 3 days! The milkshake advert screen comes up as soon as I open the app, then I press OK and a wheel just spins. I give up after 5 minutes

Re: My5 won't load

Steve93 — Fri, 14 Feb 2025 14:11:14 GMT

I've just loaded My5 on my puck, Milkshake appeared, clicked on ok, My5 opened no problem

surely though when you add a ch5 program to you Playlist it plays through the cloud, you don't have to use My5, pretty sure that's how ot works

Re: My5 won't load

Barney81 — Fri, 14 Feb 2025 14:17:30 GMT

My Sky Stream is doing exactly the same thing and has been for the past 3 days.

Re: My5 won't load

lettice — Fri, 14 Feb 2025 22:42:27 GMT

@Treeman33

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/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My5 won't load

lettice — Fri, 14 Feb 2025 22:44:38 GMT

@Barney81 wrote:
My Sky Stream is doing exactly the same thing and has been for the past 3 days.

Can you try what I have laid out in Post 7 above, this normally resolves this type of issue.

Re: My5 won't load

Addie15 — Sat, 15 Feb 2025 08:57:34 GMT

Hi there! Thank you for escalating this. We have sent an invite to Treeman33.

Re: My5 won't load

Kowster — Sat, 15 Feb 2025 11:23:08 GMT

Exactly what is happening to mine! Never an easy way to contact Sky, I'm so tired of it. Never again!!!!

Re: My5 won't load

Barney81 — Sat, 15 Feb 2025 11:28:28 GMT

I tried this on the first day I noticed the issue and again yesterday, I'm still getting the same issue. I also installed the My5 app on my phone and it opened as you would expect. The issue is definitely with the My5 app on the device, my guess would be that something is blocking the connection between the device and the My5 application server.

Re: My5 won't load

lettice — Sat, 15 Feb 2025 12:42:35 GMT

@Kowster

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My5 won't load

lettice — Sat, 15 Feb 2025 13:10:19 GMT

@Barney81

I've also 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/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My5 won't load

Jordan24679 — Sun, 16 Feb 2025 11:37:32 GMT

I've also tried everything from restarting and refreshing apps and got past the milkshake bit then just a spinning circle

Channel 5 Missing

Davidwm1 — Sun, 16 Feb 2025 15:12:50 GMT

Good afternoon all

We've been watching a series on Channel 5 through our Sky Stream Puck.

Tried to watch last night and when I get on to the first page it comes up with what looks like a kids advert for "milk shakes'. When you select ok the circle of doom starts and nothing loads.

Tried again today after all the usual turn off and back on. No luck!

Anyone else experiencing this. Strangely I can get C5 on my iPad?

Any help appreciated.

Kind regards

David

Re: My5 won't load

lettice — Sun, 16 Feb 2025 15:21:25 GMT

@Davidwm1

Moved your post here, with other customers having a similar issue of late.

Can you try the Sky Stream puck restart in settings and a refresh of apps first, as alive detailed below, as this can often resolve such glitches.

If after the 24 hours after the refresh, it's still happening, come back here and we can escalate to the Sky community messaging team to help you further.

Sky Stream settings restart:

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Refresh apps:

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing. The refresh can take 24 hours to complete