Help needed for connection problems.

[maxismum]

Good evening sky gang. 
I have a question that maybe someone can help me with. I have rang sky and told them about the problem but they just keep pushing me from pillar to post and told me to come here. 
My problem is that I keep getting the 'please wait for your programme to load' message at the top of my screen when I want to watch something. After about 20 seconds, it throws me out of the show so I have to unplug the TV and restart it which always seems to resolve it. They've told me that there might be too many devices close to the TV which is strange as this problem only started about two months ago and I've had glass for nearly 3 years. All I have near the telly is a lamp, a blu ray player, a fan and a de humidifier but I'm baffled as to what could cause the interference. Do any of you guys have any idea what it could be because no one from Sky seems to. Any help, advice and suggestions will be greatly appreciated. 
Thanks everyone. 

[MarkGoldsmith]

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@maxismum wrote:

Good evening sky gang. 
I have a question that maybe someone can help me with. I have rang sky and told them about the problem but they just keep pushing me from pillar to post and told me to come here. 
My problem is that I keep getting the 'please wait for your programme to load' message at the top of my screen when I want to watch something. After about 20 seconds, it throws me out of the show so I have to unplug the TV and restart it which always seems to resolve it. They've told me that there might be too many devices close to the TV which is strange as this problem only started about two months ago and I've had glass for nearly 3 years. All I have near the telly is a lamp, a blu ray player, a fan and a de humidifier but I'm baffled as to what could cause the interference. Do any of you guys have any idea what it could be because no one from Sky seems to. Any help, advice and suggestions will be greatly appreciated. 
Thanks everyone. 

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@maxismum have you changed anything with your internet recently like ISP or router? Also do you live in a house of flat? ( if flat it's actually possible a device from a neighbour could easily be causing this new interference weakening your WiFi signal).

[TimmyBGood]

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@maxismum wrote:

All I have near the telly is a lamp, a blu ray player, a fan and a de humidifier but I'm baffled as to what could cause the interference. 

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Both of those contain electric motors which can generate significant amounts of electromagnetic interference as they start to wear out.

[maxismum]

Hi Mark, thanks for your reply. 

I live in a flat but it's a very old converted house and the walls are so thick it could be an air raid bunker! That's what sky told me as well that it could be the thickness of the walls but I'll ask the lady upstairs just in case she does have any new electrical items because I know her telly is directly above mine. 

[maxismum]

Hi Timmy thanks for your reply. 
I didn't know that but I only have them on at night and the problems happen no matter what time of the day when they're not even on. I'll try and change things around though just in case but my living room is so small and also, it happens in the bedroom too. I have a glass in there as well and the only thing is a blu ray player that's near the telly in there. Oh I don't know, it's  just so annoying when you pay a ridiculous amount of money for a service and it's just not 100%. I'll have a little play around with my electrical stuff and hopefully I might get a result. 

[lettice]

Having good broadband is key to Sky Stream.
From your speed to your house you do seem to have a perfect speed.
See you are mentioning ethernet, which should be fine and would give you about an 80-90Mbps speed to each puck, if your household local bandwidth is not heavily hogged..

Can you do a network speed test on each of your Pucks.
As mentioned above, sounds like some of your close by devices are causing interference.
The puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;

Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.

Best not to sit it on a glass shelf. Wood is generally the best.

Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, microwaves and the like.
Assume you are using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network (f connected via ethernet).
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[bayardm]

@maxismum 

 we don't get that message very often, but if we do we flick up a channel and then straight back, and it always clears.

[SarahC4]

So annoying, mine is doing the same, I can hear the programmes but the screen is fixed on the adverts....great for a Saturday evening....