STV PLAYER NOT ALLOWING PLAYBACK OF PLAYLIST PROGRAMMES

[KW58]

As a new customer we are are trying to play STV programmes on our TV playlist, namely, Coronation Street and Emmerdale. TV screen just goes blank. Contacted STV who are unable to identify why we can't play them back via SKY. On my iPad, connected via Sky Wi-Fi if I shut off VPN and I can play them. But I do not have VPN on TV. This is spoiling things for my wife as we didn't have this problem with Virgin Media - we left them for other reasons. This needs sorted ASAP as it is spoiling our enjoyment of Sky.  

[caesarome]

@KW58 

What TV service do you have, Sky Q, Glass or Stream ?

[KW58]

We have Sky Stream

[KW58]

As a new customer we are are trying to play STV programmes on our TV playlist, namely, Coronation Street and Emmerdale. TV screen just goes blank. Contacted STV who are unable to identify why we can't play them back via SKY. On my iPad, connected via Sky Wi-Fi if I shut off VPN and I could play them but that no longer works. But I do not have VPN on TV. This is spoiling things for my wife as we didn't have this problem with Virgin Media - we left them for other reasons. This needs sorted ASAP as it is spoiling our enjoyment of Sky.  

I have since contacted STV Enquiries area who suggested I turn off VPN from Norton that I use. Did this but still didn't work. Phoned into SKY who suggested it is a STV Player issue and that Sky use a UK IP address which should not cause problems. I have been told that STV have passed it to their IT people but god knows when I might get a response, if at all. 

I would like to know: - 

a) is this problem specific to Sky Stream?
b) are other users got the same problem?
c) has their been a recent STV Player update that caused the issue?

All help welcomed. 
thanks in advance.

KW58

[Chrisee]

@KW58 frustrating issue which on your other devices is probably linked to issues with the IP address the app is seeing but that should not affect the Stream pucks. On the puck run the Apps Refresh in the reset settings menu as that clears cached data from the puck which msy sort. If it doesn't reboot your Sky hub ideally after leaving it unolugged for an hour.

It is unecessary to use VPNs on domestic connections to UK streaming services as many will block know VPN addresses VPNs have their place especially on public WiFi services or where you want to fake a geo-location but with services for the UK when using a secure connection they can cause more issues than they solve.

[KW58]

@Chrisee, thanks for your reply. I followed your suggestions when I got home tonight and unfortunately neither suggestion has worked.

We don’t have this problem with any of the other apps - we do not have an issue with playback with, for example, BBC iPlayer, Channel 4, Channel 5, Netflix. For that reason I feel that the situation is one that needs resolved by Sky. I can play STV Player on my iPad when not connected to Sky Wi-Fi.  Phone calls I have had with Sky advisors have not helped. 

The broadband fibre line comes into the house, connects to the Sky router and Wi-Fi, with a Sky Wi-Fi Max extender in our living room connects to the Puck which is connected to the TV  by HDMI cable.  I don’t see how VPN can be interfering either as there is no Norton connectivity with the router or TV.

I am at a loss as to what to do next. 

Best wishes 

KW58

[AndrewF_UK]

Hi @KW58 

So to clarify things, when you're on your Sky Broadband Wi-Fi you can't access STV on any devices?

On devices where you can't use mobile instead of WiFi, it starts working again?

I wonder, on your WiFi could you go to https://www.iplocation.net/  and report where it reports your IP as being please?

If it is a broadband issue then I think you'll have more luck on the Sky Broadband forum and hopefully a mod can move the thread there for you. 

[KW58]

@AndrewF_UK . Thanks for your message. IPv4 is 3.10.206.8.  IP location is  London, England.

if I need to go through the Broadband forum do I need to start a new discussion there?
cheers 
KW58

[AndrewF_UK]

@KW58 Thanks. I wonder if because it's showing as London it's not playing shows that are on ITV in the rest of the country. Could you try playing an STV exclusive show, and also see if you can play Emmerdale or similar on ITVX instead? Bit of a long shot but it might help us diagnose this so when you get to the right people at Sky they can help zero in on it. 

Can you confirm that I didn't get the wrong end of the stick and that it's not just a Stream issue but anytime STV is used on your WiFi regardless of the device?

[KW58]

As a new customer we are are trying to play STV programmes on our TV playlist, mainly, Coronation Street and Emmerdale. TV screen just goes blank. Contacted STV who are unable to identify why we can't play them back via SKY. On my iPad, they suggested I connected via Sky Wi-Fi if I shut off VPN could I play them but that does not work either. But I do not have VPN on TV. This is spoiling things for my wife as we didn't have this problem with Virgin Media - we left them for other reasons. This needs sorted ASAP as it is spoiling our enjoyment of Sky.  

Phoned into SKY who suggested it is a STV Player issue and that Sky use a UK IP address which should not cause problems. I have been told that STV have passed it to their IT people but god knows when I might get a response, if at all. 

I posted on Sky Community under Sky Stream as I thought that might be appropriate and received a helpful response suggesting I refresh the apps on puck and if unsuccessful disconnect router for an hour to clear cached data. Neither suggestion worked.   Another member suggested I check the IP location of my Wi-Fi router and confirmed this is based in London, England.

To summarise,  we don’t have this problem with any of the other apps - we do not have an issue with playback with, for example, BBC iPlayer, Channel 4, Channel 5, Netflix. For that reason I feel that the situation is one that needs resolved by Sky. I can play STV Player on my iPad when not connected to Sky Wi-Fi.  Phone calls I have had with Sky advisors have not helped. 

The broadband fibre line comes into the house, connects to the Sky router and Wi-Fi, with a Sky Wi-Fi Max extender in our living room connects to the Puck which is connected to the TV  by HDMI cable.  I don’t see how VPN can be interfering either as there is no Norton connectivity with the router or TV.

It has to be a Sky problem,related to broadband.

I am at a loss as to what to do next. 

Can someone please help?

regards

KW58

[KW58]

@AndrewF_UK Thanks again.  We can't use ITVX in Scotland STV has the market cornered up here.  You're correct in that it affects trying to see any STV player programme. We get it on live TV OK. 

followinf your earlier message I decided to start a new discussion tonight on the Broadband Board as you suggested and dearly hope that a solution can be found. 

thanksforyour time and help. 
kind regards

KW58

[GD1]

@KW58  Your latest thread regarding the same issue has been removed as you have this thread which has been replied to.  Another thread is not needed.  

[AndrewF_UK]

@GD1 I think the problems @KW58 are having are likely more broadband than Stream as they get the same problem on other devices. Any chance you can move the thread there?

[KW58]

@GD1 , am I correct in thinking that the tread you removed is the one I posted late last night for the Broadband Board. If so, I am very disappointed  as the matter has not been resolved and it may now be more related to Broadband than Sky Stream. In writing last nights discussion thread it was a summary of the position to date and if I read correctly what you say this has been removed without any resolution.  Please confirm position. 

@AndrewF_UK thank you for your support in trying to have this moved to Broadband Board. 

I await an update

[Chrisee]

@KW58 there is no evidence of a widespread issue between Sky Broadband and the STV player and given Sky's main customer support operation is in Scotland if there was a widespreadissuetheir own staff would be affected. Oddly then Scottish issues get fixed pretty quickly.😉

My thought yesterday was linked to an occasional issue where the public IP address Sky assigns to your connection is not mapping correctly to the UK the steps I outlined should have solved the issue if that was the cause however you can check this yourself by going to this site https://whatismyipaddress.com 

Assuming that is mapping correctly I would suggest contacting STV support https://support.stv.tv/support or if you prefer email Sky's Customer Relations Team at customerR@sky.uk whose remit is issues with apps and programmes As Iunderstand it the  STV player checks the postcode is in Scotland.