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

[bob1234]

Get a "smart plug" like paracetamol it does not cure anything but eases the pain.

[StoopR]

I received my Sky Stream Puck yesterday. After around five minutes of viewing a channel it will black screen and give me the message, restarting the Puck doesn't seem to help.

I'm running a wired connection through erthenet on 400mbps fiber with no problems detected on the network. Kind of frustrating. Any help would be greatly appreciated. Thanks. 

[Aloysius1972]

Sky agent told me that if the faults don't improve I will be able to cancel my Stream contract at any point, even after the cooling off period. Is this correct? It would allow me to give it a while to see if an update corrects the problems.

[SlenderRobert]

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@Aloysius1972 wrote:

Sky agent told me that if the faults don't improve I will be able to cancel my Stream contract at any point, even after the cooling off period. Is this correct? It would allow me to give it a while to see if an update corrects the problems.

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Make a note of the time you spoke to them. Calls are supposed to be recorded so if that's what you were told then you should have no problem holding them to that. 

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Golfsharpy1]

I've had Sky Glass just over 4 weeks now and its going back.  Constant problems with it dropping out, looping back and forth, freezing etc since day 1.  I've had the Sky engineers out and been on the phone to Sky every other day but I've now had enough.  Sky say its because Glass takes up a lot of bandwidth and I have too many items connected to Wi-Fi so it keeps losing the signal (something I wasn't told when I took out the contract).  They've checked my broadband speeds and they're fine.  I was then told to connect it via ethernet cable as this would eliminate the Wi-Fi issue so I have now connected the Glass TV to the router via TP Link powerline adaptors as requested.  Just as bad, if not worse.  This product is not fit for purpose and shouldn't be on the market if they can't solve known issues with it.

[SpeakerMan86]

Hello,

I too am having the stream drop out, works fine with apps, but any more than 2/3 hours of watching live tv, I get the "Please wait while your programme is loading" message, then it goes black and back to the OS screen. I've had this 2 days and so far am not impressed!!

I'm sure it is being investigated, and not doubt a firmware update will be pushed out soon, but my experience thus far is poor.

Can sky not push out the previous version of the update until a new fix is found??

Thanks

[al1968]

Hi all I have just reported the same issue tonight 

watching live tv and it just stops saying please wait for programme to load or technical fault and then unable to watch any live tv but can watch anything on demand or saved. The live tv will then work ok the next day or will also work on another tv with puck or glass no problem 

the guy from Sky tonight told me that a software update coming on the 15/5/23 will hopefully clear this fault so fingers crossed 

[DirktheDirk]

Yep dissappointing.  Had Sky Stream for 4 days, great the first 4 days and today it needs to be unplugged every 10 minutes.  Same issue as described here.  My wife is laughing "told you so" but im having the last laugh because I went with the 30 day rolling contract.   Shame really,  the UI pretty neat and responsove and the picture quality is a significant improvement over Freefiew.   

Did a complete reset now and will see if that works , otherwise will be sending it back tomorrow.  Not going to wait weeks for a software update.  

[DirktheDirk]

Worked for 5 minutes and  "please wait for your program to load" error.  The message looks kind of neat againt my OLED screen with its perfect blacks. 

[Haylzxxx]

I have just set up yesterday I am trying to watch the normal channels on BBC one and stv and keeps coming up loading then technical error

[Tim+Adams]

Hi @Haylzxxx 

Unfortunately that's a known issue that Sky are currently working on resolving.

https://helpforum.sky.com/t5/Glass-Stream/Live-TV-There-s-a-technical-fault-with-the-channel-Please-...

Thanks,

Tim

[Citrax]

I spoke with tech support tonight to let them know that my replacement puck is having the same issues, although not as bad as the previous one.

The advisor I spoke with said that a software update is due out at some point over the next week which will fix the issue.  He couldn't say a date but fingers crossed it will be soon.

[Sim83]

We've been told that too but we have a glass tv - we do have a puck too upstairs but turned it off cause I'm not paying for something that don't work properly bad enough paying for the main one 

[Citrax]

I checked my puck this morning.  The software has reverted back to QS16.  I'm assuming that everyone's will be the same.  I'm guessing QS16 was the last stable software build.  Hopefully that will solve the issues until the next update 😱😂