No Live Channels/Channels freezing on Glass & Stream 4/6

[Tim+Adams]

Hi @SGB 

Who is your broadband supplier?

Thanks,

Tim

[SGB]

Hi I am on EE 4G

I have just done the turn off power to puck, turn off power to router, restart router, restart puck and now all running fine!

[Tim+Adams]

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@SGB wrote:

Hi I am on EE 4G

I have just done the turn off power to puck, turn off power to router, restart router, restart puck and now all running fine!

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Hi @SGB 

Thanks for confirming and posting back.

Thanks,

Tim

[Kel36]

I have done all of the above the screen is now stuck on updating software doesn't look like it's doing anything tho 😞 

[DaveLancs]

Just received replacement puck but this new one is also having the issue. My ISP is BT.

[Addie15]

Hi there! Thank you for escalating this. We have sent Kel36 an invite.

[Tim+Adams]

Hi @DaveLancs 

What message are you seeing?

Thanks,

Tim

[DaveLancs]

@Tim+Adams  the message on screen is "Please wait for your programme to load."
then it drops back out the menu after a while. I've tried streaming from within iPlayer and other apps and it seems fine. The issue seems to be specific to content delivered directly from Sky, cheers

[Tim+Adams]

Hi @DaveLancs 

Thanks for that, what speed do you get if you do a Netflix speed test via the app?

Open Netflix on Stream

From the Netflix homescreen, go left to open the menu.
From the bottom of the menu, go right and select Get Help.
Select Check your Network.

Thanks,
Tim

[DaveLancs]

Hi @Tim+Adams 

Ive just switched back to my EE 4G home router to see if it is network/ISP specific (further details in my post here https://helpforum.sky.com/t5/Glass-Stream/No-Live-Channels-Channels-freezing-on-Glass-amp-Stream-4-6...) and still getting the same issue. The speed test shows 58 Mbps as per photo below, cheers

 

[Tim+Adams]

Hi @DaveLancs 

Which connection is the one you use with Stream? When you switched connection did you also turn the Stream off at the socket, wait a min then back on?

Thanks,

Tim

[Jmac136]

Does anyone know how long it usually takes for updates to be fully deployed? (based on past updates) It seems people were getting QS18 from around the 31st, I've still got constant issues with Glass and needing to reboot multiple times a day, and the TV hasn't updated yet : (

[Tim+Adams]

Hi @Jmac136 

Updates are usually completed over a few weeks.

Thanks,

Tim

[Lisa-P1987]

Update - Spoken to Kel36, they advised the issue is resolved 🙂

[Kel36]

Thanks for help all 😊