topic Re: Sky puck My5 app issue in Sky Stream

Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 08:23:00 GMT

Is anyone else having problems with Channel 5’s My5 app on Sky Stream? The picture and sound are fine during the programme, but as soon as the adverts come on it either freezes partway through (e.g. 1 of 3) or at the end when it tries to switch back to the programme. The only way I can get it going again is by exiting and re-entering the show. Really frustrating. I’ve already sent the technical details to Channel 5.

Re: Sky puck My5 app issue

lettice — Sat, 16 Aug 2025 08:37:11 GMT

Have just tried a few programmes I have in my playlist for C5 and not seeing this issue.

Is it a particular programme/episode or all content?

Would suggest trying a restart of your Sky Stream box
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.

If after the restart, it is still happening.
Can you send an email to the Sky Viewer relations team to report it;
ViewerR@sky.uk
They do respond to emails with any updates for your queries or problems and will pass onto third party broadcasters, if they need to.

Re: Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 09:05:43 GMT

Hi I'll try this and get back. To your question not sure but was watching "The Son". Thanks

Re: Sky puck My5 app issue

Stephen+Mourton — Sat, 16 Aug 2025 11:05:39 GMT

@Mark0175 The advice you have been given is good, but also have you tried a simple App Refresh? Go to Settings then System management and then App refresh. Wait for it to return automatically to the Home Screen and see if that fixes it, if not wait about 24 hours as it does keep working behind the scenes.

Re: Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 11:41:41 GMT

Hi thanks, done that also so waiting till I watch it again later

Re: Sky puck My5 app issue

Dazzasky — Sat, 16 Aug 2025 11:46:53 GMT

@Mark0175 wrote:
Is anyone else having problems with Channel 5’s My5 app on Sky Stream? The picture and sound are fine during the programme, but as soon as the adverts come on it either freezes partway through (e.g. 1 of 3) or at the end when it tries to switch back to the programme. The only way I can get it going again is by exiting and re-entering the show. Really frustrating. I’ve already sent the technical details to Channel 5.

Im presuming you don't have add skipping? @Mark0175

Re: Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 12:10:43 GMT

No that's correct

Re: Sky puck My5 app issue

Dazzasky — Sat, 16 Aug 2025 12:30:55 GMT

@Mark0175 wrote:
No that's correct

I think that's your issue. I've seen many reports of people saying the same thing. If you don't have add skipping, then the 5 app doesn't play nicely. Why don't you give add skipping a try.

Re: Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 12:54:10 GMT

Em it costs, but even if ads are present then it should not freeze screem. It goes blank aka black, and just sits until I press home then have to resume program where I left off and that is hopefully no adds starting again.

Re: Sky puck My5 app issue

Hunter2660 — Sat, 16 Aug 2025 13:20:02 GMT

Have a look in your app "My Sky", have you not got an offer of Ad Skipping free for 2 months?

Re: Sky puck My5 app issue

Dazzasky — Sat, 16 Aug 2025 17:21:06 GMT

@Mark0175 wrote:
Em it costs, but even if ads are present then it should not freeze screem. It goes blank aka black, and just sits until I press home then have to resume program where I left off and that is hopefully no adds starting again.

I agree, it should work either way however to be fair to Sky, the 5 app is a bit naff and poorly implemented.

Re: Sky puck My5 app issue

Mark0175 — Sat, 16 Aug 2025 22:46:05 GMT

Hi so tried all the advise above and watched Ben Foggle....issue still happening so back to square one.

Re: Sky puck My5 app issue

lettice — Sun, 17 Aug 2025 07:33:58 GMT

I watched a few episodes and series last night on the 5 app.

Tried The Son.

I have been watching that on ITVx also, am currently enjoying a great second series.

Had no issues.

I do use the 5 app regularly and have had no issues.

Can you try the following in this order, even if you have done some/ all of it recently;

Go into the 5 app.

Select Account settings, and clear the recommended, search history and watch history

Select Privacy settings and toggle on/off the current advert cookie settings, putting them back to your preferred option.

This does a little cache cleanup.

If you have done an app refresh in the last week, go to next step.

If you have not, then go to the Puck settings and do an app refresh.

Put your Sky Stream into standby, do not power off.

Reboot your broadband router.

Once your broadband router is up, go to your Sky Stream using the Home key button.

Go to settings on your Sky Stream and do a 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.

Wait about five minutes, so watch a live TV channel for five minutes, so your Sky Stream box does not go into standby.

After that five minutes, launch the 5 app from either something in your playlist or via the Sky Stream app rail.

If you have any further problems, let us know.

Re: Sky puck My5 app issue

Mark0175 — Mon, 18 Aug 2025 13:47:46 GMT

Sorry still have issues. Discussing with My5 to see if they can see what is going on.

Will let you know if I get anywhere.

Thanks for time and assistance

Re: Sky puck My5 app issue

Sol00 — Mon, 18 Aug 2025 21:38:24 GMT

I've also been having the exact same issue, which started roughly a week ago. I normally exit the programme and start again, showing the whole ad break all over again.

Channel 5's app has always been one of the worst, and thankfully I only watch the odd programme on it, but it would be good if it was fixed.

Re: Sky puck My5 app issue

Mark0175 — Tue, 19 Aug 2025 07:26:52 GMT

Yes so here is hoping. They have passed it to the technical team so will let you know if they come up with any advise which stops it.👍

Re: Sky puck My5 app issue

Gary+1985 — Sun, 30 Nov 2025 20:37:26 GMT

Any update?

Re: Sky puck My5 app issue

Mark0175 — Sat, 20 Dec 2025 07:48:00 GMT

So tried all this. Even connected to ethernet because I thought maybe WiFi was causing this. I now have 200mbps and it still happens. Tech guys at 5 not got back to me. I now avoid channel 5

Re: Sky puck My5 app issue

OneGreenH1ll — Sat, 20 Dec 2025 07:52:27 GMT

Having exactly the same issue as others. I've also noticed some UI lag at times since the Christmas theme was deployed...