topic Re: Two weeks, two phone calls and Playlist still not working in Sky Stream

Two weeks, two phone calls and Playlist still not working

AT1066 — Sun, 01 Mar 2026 10:57:46 GMT

Nearly two weeks ago, instead of cancelling (my first choice) I was persuaded to switch from Sky+ as it was getting horrendously expensive, to Sky stream. All I wanted was standard TV plus Sky Atlantic and Sky Arts. The bonus of getting Netflix for free meant I would make a further saving.

Standard TV programmes worked fine, but it took a few days for us to try out the playlist function. Scrolled down, pressed the control and .... nothing. The puck crashed. No amount of rebooting solved the problem. Sometimes I could scroll across the playlisted programmes, sometimes not. The puck itself sits under the TV in a wooden cabinet with nothing else switched on. Changed the resolution from Automatic to HD as standard. No improvement.

Two calls to the call centre, some updating, rebooting, etc. etc. acheived nothing.

I was promised a call back the following day. The following afternoon, I called again, and went through a similar process, ending in a similar promise of a callback on Monday (which means I have to stay at home to wait for a call). Towards the end of the call, I raised a complaint, got a serial number and went upstairs, taking my phone and listened to music on my phone. Of course, I got a couple of emails shortly thereafter saying they called and got no response and suggested I call Sky if the problem persisted.

This morning I tried the puck on another non-smart TV, and like an earlier test on the family Smart TV, the playlist worked for about a minute or so.... then froze again.

The Puck says my wifi is excellent, and my download speed is 70Mbps downoad / 16Mbps upload. I happily stream other TV apps (apple. prime, etc) with no issue whatsoever.

It has to be the puck. I shouldnt need to stand on one leg and wave my hands in the air to make it work.

Unimpressed by the quality of the tech, and more unimpressed by the complaints system.

Re: Two weeks, two phone calls and Playlist still not working

mikealanr — Sun, 01 Mar 2026 16:11:33 GMT

Hi @AT1066

It does sound like it could be a hardware issue. I've escalated you post to the community team who will hopefully be able to assist. Look out for a blue and red speech buble as outlined here: https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147

MikeAlanR

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Sun, 01 Mar 2026 16:27:08 GMT

Thanks for the escalation! 🙂

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Tue, 03 Mar 2026 17:24:46 GMT

Should I have expected an answer by now?

Re: Two weeks, two phone calls and Playlist still not working

arcadeavenger — Tue, 03 Mar 2026 18:02:04 GMT

Hi there, I have resent you an invite to a private conversation.

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Wed, 04 Mar 2026 16:24:07 GMT

Hi Arcadeavenger, we chatted for quite a while yesterday, and progressed my case. A new person took over this morning, and we chatted further. Unfortunately, when I pasted a photo of my setup, the chat bubble crashed, and it will no longer open up. Is there a way to resolve this please?

Re: Two weeks, two phone calls and Playlist still not working

arcadeavenger — Wed, 04 Mar 2026 16:27:25 GMT

Sorry to read that! I have sent another invite to try again. Failing that, if you contact us via Facebook or Instagram we can continue there instead 😊

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Wed, 04 Mar 2026 16:31:58 GMT

Is the Instagram page the "SkyTV" page?

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Wed, 04 Mar 2026 16:48:05 GMT

scratch that. I'm going through facebook instead.

Re: Two weeks, two phone calls and Playlist still not working

MarkGoldsmith — Wed, 04 Mar 2026 16:48:33 GMT

@AT1066 wrote:
Is the Instagram page the "SkyTV" page?

@AT1066 if you scroll down to the bottom of any page on the Community, you will see an icon for Facebook and Instagram, if you click on that it will take you directly to the correct page for Sky.

Re: Two weeks, two phone calls and Playlist still not working

arcadeavenger — Wed, 04 Mar 2026 16:50:09 GMT

Hi @AT1066 sorry for the delay - as @MarkGoldsmith mentioned, you will find the icons for our Social Media pages 😊

Re: Two weeks, two phone calls and Playlist still not working

AT1066 — Wed, 04 Mar 2026 17:02:54 GMT

got it ! thanks