Black screen/picture freezing won sky glass tv

[Sim83]

We've got this issue too especially on ad breaks /sports 

it's not internet related

[Darthtraderuk]

When will sky acknowledge they have an issue... I work in IT. This is a problem... it's not standbye issues or settings. It's an issue with your "stream"

The only way to fix it a reboot of the puck or to watch Netflix for a few hours and usually it fixes itself.

Its unusable really. Even flicking through channels for 20 mins, it will go black. You can't then watch any channels. The OS works fine, you can go back to the Home Screen and use the apps. You can even go through the channels but they will all be black...

I'm not sure who at sky is answering these questions but they seem like they are about as good as a bot. The answers are not technical or helpful. 

[Tim+Adams]

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@Darthtraderuk wrote:

When will sky acknowledge they have an issue... I work in IT. This is a problem... it's not standbye issues or settings. It's an issue with your "stream"

The only way to fix it a reboot of the puck or to watch Netflix for a few hours and usually it fixes itself.

Its unusable really. Even flicking through channels for 20 mins, it will go black. You can't then watch any channels. The OS works fine, you can go back to the Home Screen and use the apps. You can even go through the channels but they will all be black...

I'm not sure who at sky is answering these questions but they seem like they are about as good as a bot. The answers are not technical or helpful. 

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Hi @Darthtraderuk 

Have you reported the issues you're experiencing to Sky?

Thanks,

Tim

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Robbo53]

 I have just been on the phone to them for 2 hours doing various things. Oung to call me later to see if it's any different.

I got message to click a link to get to speak to someone, which didn't work! Surprisingly.

[Stevereux]

So, I have a sky stream puck and have had for about 10 days and as they all seem to, I have to turn it off at the plug many times daily to get it to work. The puck is connected via Ethernet and has the latest update with a good internet speed via bt. 

It went again this morning while the kids were watching the Simpsons on sky showcase, this sparked a conversation that every time live tv has failed/bugged out it's been while we are watching sky channels. We have since tested and figured out we can watch bbc itv etc without issue but once it's on a sky channel it's a lottery as to how long before it bugs out and once it does no channels will work until the puck is powered down. 

Streaming sky content doesn't seem to cause a problem it's just live sky channels.

anyone else noticed any patterns with epic fail that is the puck and live tv?

[Sim83]

We only had new tv 2 weeks ago after the old ones screen went it's never ending! I'm thinking going back to sky Q x

[Robbo53]

Only had ours since 13th April. Never had sky before so nota good start

[Sim83]

To be honest we've had it just under a year and no problems at all till now - today has been fine. We was told that my children using their gaming pcs was the issue but my BT internet is fast enough to deal

with that and that doesn't cut out any other device - it's happening when you plugged via Ethernet cable too as well as wifi 

[bob1234]

@StevereuxI have had this but only on Sky channels and not all of them. It happens when I reach an advert when the picture freezes. Like you I have then to turn off/wait/on, I have now fitted a smart plug so I don't have to crawl about to unplug it etc. I just say "Alexa Sky off" etc.

[Stevereux]

Ok, I'm sure the sky techs are on it but pin pointing data can only help as paying for a service that needs constant reboots isn't a service at all and at best should be free! 

[Robbo53]

My son uses xbox & PS, no problems. Been advised to take ethernet cable out & move router.

Done both & an hour after speaking to them it's done it again. 

[Citrax]

@Tom-W19 is this being looked at by sky or just being ignored? 

It's obvious that there's an issue either hardware or software related. 

For every person on here who complains there's probably another 50 who don't.

Thanks 

citrax

[bob1234]

Mine sometimes does this but only on Sky channels and not all of them and only when it gets to the adverts.

[Darthtraderuk]

Yes after waiting on hold for around 45 mins we did a factory reset... it seemed ok for an hour now back to square one and have not had time for 45 min hold times. I will call again tomorrow. Not great. All I see is threats about pucks crashing and black screening..