Just getting “ please waiting for your program to load”

[AntInBristol]

Yes, I'm on 3 5G broadband and when connecting via VPN everything plays fine. Even channel change time is instant. 

It's just not a solution long term as the VPN is £10 a month extra just to watch my sky sub 🫥 Also didn't want the VPN slowing down my whole home network usually 900Mbps Vs 30 to 60Mbps on VPN)  so the Sky Puck has it's own dedicated Access Point with the VPN set up now 😅

[leemcqueen4270]

How do you add the vpn to the router? I've got three 4g and it's a zte router.

[Dazzar51]

So it looks like a VPN is needed then but I have also noticed that 3 put a forced adult content filter on in October , I cannot find this on my router but a lot of people on phones are complaining about having to produce a credit card to take it off......either way I'm not doing this as why should I pay more ?

[Dazzar51]

@Dedisense @AntInBristol 

Can I ask which ones you are using , I'm on Threes forum and discussing this with them 

[Jporch316]

@Dazzar51 

Sometimes the mobile networks use credit cards as proof you are over 18 to remove the adult filter - not necessarily to take a payment 

[Dazzar51]

@Jporch316  I actually meant for a VPN just to allow sky to work as we pay for  or three to run it as we pay for 

[WelshPaul]

The issue isn't because of any age filter or the 5G router. I have no adult content filter on my SMARTY account and i'm not using Three's 5G router, I tested using my Samsung S21 Ultra as a hotspot and got the same result as you lot.

[Jporch316]

@WelshPaul 

The fact that a vpn works suggests that there is some kind of location or content filtering occurring 

[Jporch316]

Potentially even ip address filtering on skys part 

[WelshPaul]

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@Jporch316 wrote:

@WelshPaul 

The fact that a vpn works suggests that there is some kind of location or content filtering occurring 

---

Not necessarily so...

I was reading a post on the Three community forums that included the following statement:

I've been told by sky that it's a security thing, I didn't quite understand it but basically when I try watch something on demand the glass tv sends a request to the ip provider and sky are saying the tv must be getting the wrong answer so the program won't load

No idea if there is any truth in the above statement. Anyway, as the issue is only present on the Three network, it's clearly an issue their end.

[Chrisee · Accepted solution]

To update people joining the thread which is getting quite long. Sky have acknowledged there is an issue this post. It seems to mainly affect Three's customers but at least one other mobile operator could be affected but I was not given a name.

The cause is most likely to be a change in how Three's network is routing requests to Sky's servers. The fact that VPNs avoid the issue supports that theory. However using a VPN is a work round not a solution.

This is not the first time I have seen issues between Sky's systems and specific ISPs network set ups and in the past we have been told that there are technical liaison channels between companies where this type of thing is sorted. Customer Service reps at Sky or Three will not be briefed on what is going on so you may get reps personal theories but this thread is likely to be the best source of serious info.

The speed Sky replied to my query in the closed Superuser forum shows it is being taken seriously by the right people 

[Mark-Br]

Note: I've marked @Chrisee's post as the answer to make it easier to find, it's a pretty decent summary and contains useful historic info.

[MasterFunk73]

I've just had to cancel my Sky subscription because Sky Glass isn't streaming any Sky channels over my Three broadband. Now I'm stuck paying for a Sky Glass tv.

[Jporch316]

See this thread - mostly affecting 3 users 

https://helpforum.sky.com/t5/Glass-Stream/Just-getting-please-waiting-for-your-program-to-load/td-p/...

[MasterFunk73]

It has worked without fault for 4 months and then all of a sudden started a couple of weeks ago. Everything else streams fine, I get about 300 download speed. They offered to replace my Glass with a refurb, but I said no.