Live TV: There's a technical fault with the channel/Please wait for the programme to load

[Ricken]

Hi, recent install with Fibre Broadband 35 and one puck. Can watch apps, sky catch up fine but live streaming works ok sometimes then will get message 'please wait for your program to load' screen grey, then goes back to main sky interface page with message 'There's a technical fault with the channel. Try again later'.  Happens watching live eg BBC news but if I go onBBC iplayer it will play same live news no issue. Same happens watching any live tv but not all time but once I get message I can't watch live tv through sky puck until the next day. Is this a puck problem or something else? Very disappointed. 

Moderator note: subject of thread updated to better reflect the conversation

[Lloyder88]

Hell, I have had sky stream now for a few weeks and now been getting the titled error message daily to the point where this thing is unwatchable. If I unplug it and start it again it works but to do it every few hours is a joke.

my isp is BT with home hub connected through Wi-Fi (unable and shouldn't have to use tethered connection to get this thing to work).

havnt a clue why it's not working and other posts I've read don't help either so any help will be much appreciated, thanks.

[Tim+Adams]

Hi @Lloyder88 

That message usually means it's having to buffer. 
I would normally recommend swapping to Ethernet to rule out WiFi issues but note you've already stated you're unable to.

What speed do you get if you run a speed test via Netflix? 

Open Netflix on Stream / Glass 

1. Begin from the Netflix Home screen.

2. Select Get Help from the menu.

   • If you don't see Get Help, select Settings .

3. Select Check your Network.

4. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

https://www.sky.com/help/articles/please-wait-for-your-programme-to-load-sky-glass-osm

Thanks,

Tim

[Jporch316]

The other option is to use homeplugs or a mesh WiFi system 

[Lloyder88]

Hello, my connection speed is 142.30Mbps which is about the same as my Apple TV 4K running NOW TV for years with no issues

[Lloyder88]

I was looking into this but the amount I pay per month I shouldn't have to, thanks for the reply.

[Tim+Adams]

Hi @Lloyder88 

That Speedtest is decent enough. 

Again the advice would be test via Ethernet to rule out a wifi issue. 

For context, if I switch mine to WiFi I get that message occasionally but when using Ethernet I never see it. There's plenty of other posts on here that say the same. 

Can only advise you follow the info on this link, 

https://www.sky.com/help/articles/please-wait-for-your-programme-to-load-sky-glass-osm

Thanks,

Tim 

[Lloyder88]

Would you recommend using a Wi-Fi extender?

[Golfsharpy1]

I have the problem with the message Please wait for your programme to load nearly every day.  I also have a problem where it freezes, goes back several seconds then plays the same bit over and over again.  I've only had Sky glass 3 1/2 weeks and been on the phone to them several times and even had a Sky engineer out the second week who left me a Wi-Fi booster.  Still had the issues and was told by Sky it was a bandwidth issue.  I have security cameras and Hive Heating connected to Wi-Fi so they suggested either turning them off!!! or upgrading my Wi-Fi to Fibre at an extra cost.  They also suggested connecting via ethernet cable so I wasn't using Wi-Fi. but the router is in the next room and the booster they left doesn't have an ethernet port. Yesterday I connected to the router by TP Link power line connector and ethernet cable and changed the settings on my Glass TV to ethernet.  Today I have already had the above issues 4 times in 4 1/2 hours.  Just spoke with the Sky tech team and he said that the ethernet cable won't make a difference to the problems.  Both Sky and myself have carried out speed tests and every time its arround 60mbps.  Anyone got any ideas before I cancel Sky?

43" Sky Glass connected to Sky Broadband via TP Link Powerline Connector & ethernet cable.

[Jporch316]

@Lloyder88 

Extenders are not the best at maintaining a consistent WiFi signal - a cheap set of powerline adapters or a couple of mesh nodes would be better - I picked up some tp link homeplugs off marketplace for a tenner 

I also bought two google mesh units second hand off eBay 

[Golfsharpy1]

Thanks.  Do you have details of the TP-Link Home Plugs?  I'm currently using TP-Link AV600 Powerline TL-WFA4220 TKIT (300Mbps WiFi).

[Lloyder88]

I've ordered a NETGEAR wifi mesh range extender (EAX20), if that doesn't work then it's going back, not being funny but its 2023 with fibre broadband and the latest BT home hub router buffering problems like this shouldn't happen. I've had NOW TV membership on my Apple TV 4K for years with absolutely no problems.

[Jporch316]

Mine are the tp link av600

the ethernet ports on the stream / glass are 100mbs but a uhd stream is max 30mbs (as far as i remember ) so no need for any faster kits than 100mbs 

[Jporch316]

Once hardwired you will need to turn off WiFi in the stream / glass settings 

[Golfsharpy1]

've turned off WiFi on the Glass TV.  The Sky tech guy told me hard wiring with an ethernet cable wont make a difference as its a bandwidth issue, not a speed issue.