topic Re: Frozen ads in Sky Q

Frozen ads

Foreleft — Sun, 26 Jul 2026 15:45:49 GMT

when I am watching a programme and it comes to the adverts the screen freezes after the first ad. If I switch channels and come back it has returned to normal ads, with no freezing.

i have turned box off for 30 secs with no success 🤬

Re: Frozen ads

LJB-C — Mon, 27 Jul 2026 09:06:55 GMT

Hello @Foreleft, I’ve escalated your post to our Community Messaging team 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#M141

Re: Frozen ads

MHy11 — Mon, 27 Jul 2026 13:44:02 GMT

I have had the same issue since Saturday.

Have tried turning off at the mains a few times, with no success

Re: Frozen ads

LJB-C — Mon, 27 Jul 2026 13:48:29 GMT

Hello @MHy11, I’ve escalated your post to our Community Messaging team 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#M141

Re: Frozen ads

Squill27 — Mon, 27 Jul 2026 14:40:34 GMT

Also having the same issue.

I'm having to pause and then press play or change channels.

Any advice?

Re: Frozen ads

_Claire — Mon, 27 Jul 2026 14:51:02 GMT

Hi I’ve escalated your post to our Community Messaging team 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#M141

Re: Frozen ads

SJ16 — Mon, 27 Jul 2026 16:59:49 GMT

Same on Sky q 1TB for me. Software is up to date. Complete power cycle does not fix it. This started today for me.

Re: Frozen ads

Foreleft — Mon, 27 Jul 2026 17:02:21 GMT

Mine has sorted itself out now and working normally 🤔

Re: Frozen ads

MHy11 — Mon, 27 Jul 2026 17:44:05 GMT

Mine's getting worse.

Stops every time after the first advert

Re: Frozen ads

Hotshot59 — Mon, 27 Jul 2026 18:52:29 GMT

This happening to me too, what is the solution?

Re: Frozen ads

Foreleft — Mon, 27 Jul 2026 18:54:17 GMT

No idea sorry - mine has just started working normally again 🤬

Re: Frozen ads

SJ16 — Mon, 27 Jul 2026 19:06:34 GMT

Why is this marked as answered? I can't see any resolution that has been provided yet. I hope Sky are still working on this.

Re: Frozen ads

MHy11 — Mon, 27 Jul 2026 19:28:31 GMT

It appears to have been marked as answered because the original poster's issue has resolved itself?

Sky have still not provided any instructions or advice

Re: Frozen ads

SJ16 — Mon, 27 Jul 2026 19:35:04 GMT

Ideally could do with it not being marked as answered.

The issue is with the targeted ad system (adsmart). When a target ad is inserted is when it freezes. In my case if I change channel and back it's always a car advertisement.