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

[GD1]

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[OzOz76]

Sky glass won't load tv programmes, was watching series on Netflix then couldn't load next episode, went back to normal tv won't load any shows. Screen goes clack. I have 145mps so not internet, can watch on my tablet too... anyone know issue?

[Chrisee]

@OzOz76 unfortunately having decent internet speed at your router does not mean thst the speed at the TV is sufficient. Run the speed test in the Netflix app Get Help section. 

[Mr+Flibbles+86]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 
 

[Lisa-P1987]

Update – We are still looking to help you OzOz76. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

[Bisto88]

I have the exact same problem. Was there a fix for this?  
not impressed to say the least as I've only had sky glass a couple of weeks

[Gonzilafo07]

I will be happy to assist you with that. Please try the following steps in order to resolve the issue:

1. Restart your Smart TV and your router.
2. Once the TV has restarted, please check if any software updates are available on the TV and on the Prime Video app.
3. If no updates are available, go to the settings on your Settings> Locate applications> and find the Prime Video app.
4. Try clearing the Cache and Data on the Prime video app.
5. If the issue is not resolved, please uninstall the app and re-install it again.

[Phoenixfire69]

Hi

I have a simular issue in that it won't load certain TV programmes. The so called Fix on ny Prime Video app I nowhere to be found in the settings tab on the app. So really no help at all. Can someone help with another way other than via Prime Video.

[Jporch316]

@Phoenixfire69 

Are you using 3 internet by chance ? 

if so there are known issues which are being investigated . there's a separate thread with some workaround s that may work 

[Phoenixfire69]

Yes I am but I have really high speeds on standard.

[Jporch316]

@Phoenixfire69 

Check out the last few pages of the thread below for some workaround 

https://helpforum.sky.com/t5/Glass-Stream/Just-getting-please-waiting-for-your-program-to-load/td-p/...

[MrsSandra62]

My sky glass tv just cut out last night everything else works on my three broadband it says I'm connected however I cannot watch tv programs my playlist has disappeared and no apps will work just a dark screen. It's been like this for 14 hours now 

[EmilyB0204]

Mines just done the same! Can't watch any tv program or anything on the apps- when I chose a program it just goes blank. 

[Lamon]

Hi Everyone 

This morning i tried to acces the live TV channels on my Sky Streaming Puck. I couldnt so I rang Sky. 

Now lets bear in mind that ive already rebooted router and the sky puck - to no avail. I checked wether any of the other apps i.e. Netflix YouTube etc were working. they were all working plus download speed was 87Mbps - so basically iI could pin point it down to two things; a faulty puck box or simply a technicla fault with sky.

All this done before calling Sky.

Sky operarative tried their best but basically didnt have any idea of what is causing this issue.

After a whole hour of rebooting restarting blah blah blah the operative ordered me a new puck.

Note to sky - Get to the bottom of your issues - its not attractive not knowing how and whay your systems fail at times. There have been enough customers complaing about this specific issue.

[Theoldsloth]

@Lamon 

My live streaming has just gone off so sounds like a sky problem.