All channels not loading but Netflix, amaxon, even sky on demand is all working

[lord+smorg]

As the title says, it has done two reboots. Internet confirmed to beglass loads Netflix and plays programs, as does Amazon and so do working as the es Sky on demand. 

but no channels load, every single one says technical fault, but can use speach to open menus etc and watch live programs from start, but they only load the first X minutes (its 4:13 now, so a. program startig at four will have 13 minutes, but at 13 minutes it fials, then can start again with 26 minutes for example)

[lettice]

You mention a reboot.

Have you tried a Sky Glass settings restart.
Go to Settings>Systems Management>Resets & Updates
Select Restart device
It will take a few minutes to complete.

If that does not help, try a router reboot and then another settings reboot once router is back up.

[lord+smorg]

No, I couldn't. I would have missed the start of the race.

The race now over the on-demand function worked in the end just in time (although only because the race start was aborted, which got me enough time to get the on-demand stable)

The race is over now, and all channels are working fine, so 100% had nothing to do with my TV. (Also, we tried both pucks, and both had the same problem.)

This has to have been a sky stream broadcast issue.

[lettice]

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@lord+smorg wrote:

This has to have been a sky stream broadcast issue.

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Mine was fine watching the Sky Sports F1 live channel in uhd/hdr.

I was watching from 3 am on my two pucks with no issues.

First in bedroom puck for first hour and for the race from 4am on main TV lounge puck.

Flicked through to race control also a number of times to watch some onboards.

All slick and easy, no issue.

[lord+smorg]

Well, aren't you the lucky one? You having a perfect time doesn't detract from my situation.

I didn't say it was worldwide; I said it was a broadcast issue. As

• I did three reboots.
• It affected all of my devices.
• Only affected live channels.

It couldn't have been an internet problem as Netflix, Amazon, and On Demand worked fine. I also had it on my laptop on SkyGo as a backup while the on-demand was being spotty at the start.

[MarkGoldsmith]

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@lord+smorg wrote:

Well, aren't you the lucky one? You having a perfect time doesn't detract from my situation.

I didn't say it was worldwide; I said it was a broadcast issue. As

• I did three reboots.
• It affected all of my devices.
• Only affected live channels.

It couldn't have been an internet problem as Netflix, Amazon, and On Demand worked fine. I also had it on my laptop on SkyGo as a backup while the on-demand was being spotty at the start.

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A broadcast issue would affect all customers watching it.

What I suspect may be the case is a local network issue. My previous experience shows that live channels ( in particular sports) does seemingly require a larger internet bandwidth ( which in turn will require a stronger internet connection). I used to have similar issues watching live sport when I first got my Sky stream puck which was all down to having a unstable and weaker WiFi signal in that part of my property, switching over to an Ethernet cable using power line adapters completely resolved this issue for me.

[Anonymous]

@lord+smorg it would be good to get a look at what speed your device is getting. 

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed.

 Could you do this and share please?

[lord+smorg]

I already use wired, cat 6, 1 gig internet, getting 700mb downloads and 20 uploads.

Broadcast streams will likely use multiple outgoing systems; I suspect one of them was down.

I opened the convo to see if anyone else had the same issue and if anyone knew of a fix for this specific issue, as it was while tech support was closed.  And I've used the info gathered from the forum to back up claims against Sky for compensation if (as they often do) show many others getting the same problem.

[lettice]

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@lord+smorg wrote:

Broadcast streams will likely use multiple outgoing systems; I suspect one of them was down.

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Which is why it's suggested to reboot router and/or do the restart option in settings.

The settings restart does quite do a cache reset and expect does a server lookup and switch.

Maybe a power reset does similar, but the power restart does seem to be a quicker and perhaps not so intensive restart.

The Sky Stream puck will be talking to many servers for differing parts of the service, like apps, On demand, live broadcast viewing, Mysky accounts etc.

Afraid, it happens occasionally, you were obviously unlucky today.

Have asked around this morning of a good dozen F1 fans I know, all watched the race without issue for those that have Sky Stream and Glass

One of them had a similar problem to yours a few weeks back when wanting to watch the tennis overnight, a restart in settings of their Glass TV and puck solved their issue.

We have sometimes seen similar on here and generally a restart and/or router resolves the issue.

[lord+smorg]

sky has now compensated me a nominal amount.

If it happens again, I will try the reset; although I rebooted multiple times multiple times, I didn't do the reset as I would have definitely missed the start of the race.  I will try it first next time if in a time-sensitive situation.

[lord+smorg]

The same thing just happened again, this time, I tried the reboot, and that didn't work, so I tried a factory reset, but it still didn't work.

looks like it's time for the Sky to own up and accept that the TV has a fault.