Please wait for your programme to load

[bob1234]

@Golfsharpy1Yes speed and bandwidth are not the same but related, confusingly they use the same abbreviation.

However what is your broadband speed as it is a good indication.

[Golfsharpy1]

Every time either Sky or myself have done a speed test it's just above 60 Mbps. According to the Sky rep I spoke with, the minimum recommended is 35 Mbps. 

[mwde]

We have had the Skystream puck for about 2 months now, but since changing our broadband provider to Starlink UK, we are randomly losing live stream channels and other sky content ... all we get is a black screen and the message 'Please wait for your programme to load' ... but nothing happens.

When we test the Starlink service from a phone, also connected via 5Ghz Wi-Fi, we are getting about 150Mb down - so we don't have an issue with bandwidth.

Also, other non-Sky services such as Netflix, Prime, iPlayer (when accessed via the app) are all working ok.

So it seems like there is only a problem in streaming Sky content or live channels via Sky.

System details

Entertainment OS 1.1

Build Version QS017.005.00P

Hardware Model IP061-ef

Remote Control Version 5103.3.8

UI Version 20.260.017.03

Platform Version 6.2p7s1

[stejam.13]

I'm having the same problem my puck only arrived today, none of the "live" channels are working just black screens, for the price this terrible service.

[mwde]

What system software versions does your puck have and which broadband provider are you using?

Also, are you using Wi-Fi or cable connection.

we've found if we power it off and leave it a while and then power back on, it seems to work ... but a day or so later it happens again.

[stejam.13]

My systems exactly the same as yours,  I've tried both wired and WiFi connections I'm using plus net broadband, if I'm streaming a movie or program on demand there is no problem its only live tv that won't work.

[Anonymous]

@mwde broadband quality is not all about speed. The ping rates on starlink are very high, too high for live streaming service such as sky stream. Sky stream will not work correctly with starlink broadnand. However it will be fine for non live services such as Netflix 

[Walkabout+syd]

Sky stream freezing seems to be a common fault that Sky are aware of but have not yet found a permanent cure yet. Works great for two hours four hours or even 10 hours then freezing requires switching Puck off then all Is good until next time. 

[SadSimon]

I have been having the same problem for a while now. I have done a few online chats and there are 2 things to do. Check your sky bulid first. It should be QS017.007.00P. If it isn't then you need to try and download this update. Ask for someone here to escalate it to a live chat. They are helpfull there.

[Addie15]

Hi there, 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.

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 

[Walkabout+syd]

@SadSimon thank you build Is 005 Instead of 007 If that Is a older build.

[trotts]

Sky glass tv multiple problems at different times.

streaming freezes, have to reboot at least once a day.

Volume shows going up and down but volume level doesn't actually change.

TV will switch off, no red standby light and can't switch back on, reboot again to fix.

watching sky news although I can watch sky news if I try to change channel there's no response.

Sky glass says not connected to wifi yet go into settings it says connected .

when it freezes I can watch TV upstairs and stream on my iPad. 
Looks like the TV has issues?

[Sarita1011]

I could have written this post myself. 
since we got skyglass in November 22 this has been an issue. We have tried to get help from sky and have been told various excuses, such as we have too many devices going through our wifi, and the hub is too far away etc, and each time we get fobbed off. 

we have since upgraded our broadband supplier and get 500mb upload and download speeds, no issues with broadband but still same issues with sky glass. 

sky have once again told us it's nothing to do with the tv but now something with a Belkin Chip is draining our wifi, not a clue what that would be!  Their solution was to put an Ethernet cable in. Defeats the object of having a wireless tv somewhat! So disappointed. 

[Paul+Boland]

@SadSimon 

The  latest sofware version is QS017.005.00P  not 007

Some customers will have version QS017.004.00P and some will still be on QS016

QS017 is still been rolled out to Sky Glass/Sky Stream it's done in batches so some will still be on QS016

[Paul+Boland]

@Walkabout+syd 

Are you connected by Wifi or Wired Ethernet

What's your download and upload speed with your broadband provider

What type of broadband connection you using

Freezing is most times due to a broadband connection issue

I don't have this issue of freezing with my Sky Glass or Sky Stream Pucks as I have them connected by wired ethernet

My broadband is Siro fiber (Gigabit Ethernet) 1000Mbps Download and 200 Mbps upload