Just getting “ please waiting for your program to load”

[Jporch316]

Also they could have applied some kind

of content filtering accross the entire 3 network - there's all kind is filtering as standard on SIM cards 

for example those episodes that you can't watch may have been marked as violent or sexual content etc or 18plus and the sims are stopping the content 

this is defo not a known playlist issue 

[Chrisee]

@Dazzar51 the customer service reps work from a scripted system but record the details of issue which are collated behind the scenes. In the past it has been found changes to network set ups which are not something customers would be aware of can affect the delivery of Sky's services. For example a mobile opertaor introduced a system of local caching of material which caused Q boxes to be unable to download  material  another mobile operators changed the way the assigned public IP addresses which also caused issues. I dont know the cause here but it is not simply a screw up in the firmware  or it would affect tens of thosands of users.

Sky havecteams of technical specialists who monitor reports and can contact their equivelants at the network operators to sort these issues. 

[Dazzar51]

@Chrisee @Jporch316 

you have to understand mine and the persons on virgin media and Vodafone that are having the same issue , it does appear to be over the air ISP and not FTTP etc 

[Jporch316]

The guy on virgin media was following an update and is now fixed 

the person on Vodafone has a different issue (although still using mobile broadband) where they can't watch tv at a certain time of day 

ring sky and explain to them you and some other stream users who are on three network mobile are having issues with playing certain content - don't let them tell you it's a firmware issue 

[Steph1002]

Its weird because I don't think it's to do with 3 Internet or any Internet,   just because all the apps work fine which need the Internet to work like netflix  etc and they all work if it was the Internet they wudnt work  but anything to do with sky related to  movies to sky channels also saved films to my list and even kids sky has please wait etc  I have phoned was waiting for call back hopefully hear back 2moz and will let u know what they say 

---

@Dazzar51 wrote:

As the title I just keep getting please waiti for your program to load then a blue screen, internet is fine 400mbps down load, nextflix , prime etc running fine but sky just a blue screen

---

this but anything that's not sky related is working fine 

[Dazzar51]

@Steph1002 
if you are waiting for three to call back , and or sky, don't let either of them blame your internal internet as this is what they are trying to say, 

I explained to the sky man that my house was hard wired, but he kept saying that the pucs but strangely not the tv were showing that they were connected to several wifi channels and would not listen when I said my pucks were through power lines and the wifi was physically turned off, he then wanted me to basically turn off every wifi item in the house, and re connect. I explained that the day before I had a brand new never used 5g router, I connected only a single puck to it, both via wifi and hard wired directly into it via an Ethernet cable, I wiped the puck to factory settings, re installed via my mobile so only this and nothing else was using the internet , not even the tv that it is run through and I still had the same problem, I even showed him this via a video connecting he did and he would still not accept this, he kept saying I was refusing to following the help guidelines ..... I just went over and over again, that the day before I had exactly done what he was asking, named the other sky engineer whom was the one that told me it was a playlist issue and a known fault and they were having a meeting about it , and he would still not accept it was not an internal wifi issue , he never blamed the isp though. 3 though I contacted again directly afterwards as the new hub was through them , they again just said they have not done anything and if they had why does everything else work, as in terrestrial catch up, and sky live programs , and old series , they said sky have done something to their links to where the current programs are run from which is what is causing the problem. I will be doing round 6 today .....oh and complaining about the attitude of the last Sky call centre guy, as he would just not listen that I had already done everything he was asking I was calling back as like you I was promised a call back and not heard anything, oh I also told him I built computers and networks in the past, and when I tried to discuss the workings of it , he was not happy as like most people they don't want to accept someone may know more  than them, I left it that we would have to agree to disagree.  The three engineer seemed to know more than he did and strangely the sky guy said he had experienced the same issue , so again how is it an internal wifi connection issue . I did not challenge him over this as he was looking for an argument I I could not be bothered with that, and I to,d him that I had called up to try and get the paid for system working and not to entertain any sort of argument. So this morning I will disconnect every other sky item and leave just one puck hardwired in the house and call back and say to look at exactly what he was saying re the wifi connection and say now how is it an internal wifi issue, and hopefully talk it through with them.....

[Dazzar51]

Started this thread for three internet issues,

as per a previous thread I like a lot of others on 3 seem to have a problem with playlists that seem to have started with the release of the puck only steaming service going live.

The issue I have is that I can watch all live programs, but when I come to catch-up I have an issue the I just get a message that says please wait for your program to load. 
I have spent a lot of time with Sky and 3 over this. And whilst other people on other providers also seem to have the problem, no one agrees with it but I want to just stick with 3 internet explain what I have done , and would suggest all Three internet users call 3 over it as I have come across some strange things.

I used Sky Witness FBI as a program to show what is going on, I can watch the program whilst it is live, I can watch series 1,2 and 3 but when I try any episodes from series 4 I get the message. 
3 say they have not done anything and that how can everything else run other than the catch up programs provided by sky be the only ones I am having the problem with as bbc and itv hubs work. I have to agree with this,

Sky though have blamed the security settings from my router, to my internal wifi to be the cause even though I have it hard wired through the house, and also tried power lines and also having a new 5g router with nothing else but one puck connected to it.

What I have found though is that I have a Vodafone iPhone, I set it to a personal hotspot , connected a singular puck that usually runs through a power line system, I connect the FBI program to my Vodafone went to series 4 played episode 3 it ran, I then disconnected the hotspot, after reconnecting the Ethernet cable , the puck ran still now through the power line cable and played the episode, I came out of the program, went back in and whilst being run through the powerline only it refused to connect.

my conclusion is that there is some sort of security setting on the latest programs that when sky requests to allow the program to run it stops talking to three, but this is bypassed when I used my Vodafone hotspot to start the program and was not needed for the program to continue to run. Now where the issue of blame falls I do not know. I will be calling both today to explain this abnormality to see what they come up with. Can I only have peop,e that use three make comments on this and or mods refer to three only and not past incidents of other issues.

[Chrisee]

@Steph1002 actually the fact that apps like Netflix work and Sky Streams dont makes it far more likely its a network configuration issue rather than not. 

[Dazzar51]

@Chrisee 

The sky streams do work as in live tv, but not catch-up via playlists this is what the strange issue is and also previous series work which say it's a sky security issue 

[Chrisee]

@Dazzar51 I have drawn a couple of Sky contsct attention  to your issue. If I hear anything I will post it here.

[Chrisee]

@Dazzar51 as you will see I have drawn 2 Sky contacts attention to the issue if I hear anything I will post in your other thread. 

[Jporch316]

I have seen at least 3 other three internet users with the same issue - please post in this thread if you have similar issues and are on three internet 

[Jong99]

This sounds like it could be a DNS problem at the ISP (actually pretty common unfortunately). If anyone with this problem has a router where you can configure the DNS addresses supplied to your local network, change them to Google's - 8.8.8.8 & 8.8.4.4.

[Jporch316]

@Heather1282 

if you are still experiencing issues with three internet please can you post them here 

[Jporch316]

@AntInBristol 

read your post in another thread - can you post your 3 internet issues here please 🙏