Last few days, technical fault with channel, disney plus etc works.

[Barry+Mc+Kelvey]

Hi

After posting this the other day:

Hi

This is my issue:

I'd upgraded from Sky Q to Sky Stream just over a week ago. I'd recently added, Horizon An American Saga Chapter One to my playlist. I'd noticed the other day that it was showing up in, Continue Watching. I tried to watch it today, About a minute into it I get a message on screen, Please Wait For Your Programme to Load. Another minute or so I get the following message. There was a technical fault with this programme. Please try again later. The programme quits and returns to the Sky Stream Home Screen. This is the only programme I've seen this happen with.

Checking my network speed via Netflix, my connection speed is 289.56 Mbps. That's over WiFi. I'm using a Netgear Orbi Mesh setup, and I have EE 1.6 Gbps broadband. I've followed the usually advice on here, reboot the Sky Stream Puck, reboot the router etc. Still the issue remains. 

Ladt night I was able to play the film from start to finish, with no issues. I didn't change anything or reset anything. Maybe for me it was just a slight glitch. Fingers crossed, I don't experience any other issues. 

Side question. Sky Stream Pucks can have either Build Version: QS035.016.00P or QS036.016.00P. Why is this? Is it related to the ongoing issue, spoke about in this thread?

Thanks in Advance 

Barry 🙂

[CJ89]

I already tested with Ethernet cable as this was the first thing they asked me to do. No apps will load anything, Amazon prime included so I'm not one of the lucky ones there. At this point I've just given up trying to watch tv so paying for a service I can't even use. 

[Jolly-olly]

Still nothing from Sky and you can onlt find out about the issue from websites like this.It also seems to be a lottery of an explanation if you call Sky customer support. A massive company like Sky...what a joke.

[Spurs]

Have completed the form and hopefully it will be resolved soon. Getting fed up with having to carry out the reset on a daily basis, on more than one occasion each day as well.

[wsimm]

OP here...

So I'm only daily progress calls from Sky now...there is no progress at the moment. They did confirm when asked today that affected customers will be getting compensation, but no idea how much as they don't have a timeline for the fix. Its been going on since 7th April for me - it seems to be frim when this firmware update was rolled out, but this hasn't been officially confirmed.

This is after a month of them trying to gaslight me into thinking its my ISP's fault 🙃.

[Jolly-olly]

I think they will only give compensation if you make a claim. I can't see how they know exactly who is affected. Especially as they don't know their **bleep** from their elbow. 

[peter-marlow+1966]

I feel  sorry for everyone  on this group  discussion with the problems you are having  and been having, I  am thankful  that both my sky glass tvs, 1 a gen 1 had since  November 2021, and the other  a gen 2 I  have had since  March this year both 55inch, and my puck again  had  this since November 2021,  have not had any of these problems, I  do also  have sky gigafast broadband 900mps full fibre to the property aswell 

[Anonymous]

Doesn't matter what your internet speed is @peter-marlow+1966 because it's not to blame for this issue. It's very much a firmware issue. 

[Blue+Dog]

@peter-marlow+1966 Really pleased for you that you're not having the problems that we are. You've stated multiple times that you have "sky gigafast broadband 900mps". However, many of us with problems have Gigabit or higher broadband speed and stable high-grade WiFi mesh or Ethernet connection (same problem either way). It's not our broadband. I've run Glass and Stream for 4 years with no issues with the same broadband set up and no changes to my environment. Sky and others insinuating that it's people's standard of internet connection is unhelpful at best and insulting at worst. 

[ScottishClaymore]

Just to let you know that if you fill in that form all it's going to do is that Sky will rollback software version to QS035 like it did with me & I mentioned to employee from Sky on phone about compensation they said no announcement been made yet until they have found a fix , but I asked for a timeframe they only said when things don't work they are fixed within a week like if have issues with a app but I've had this issue since April

[Anonymous]

@ScottishClaymore I filled in the form but my TV hasn't been rolled back. Still on the latest update.

[Blue+Dog]

@ScottishClaymore Yes, the rollback to v35 made zero difference for me - same issues. Re 'fixed within a week' - can't be an Earth week 😀.  

[Anonymous]

@Blue+Dog It was a shame that didn't work because it would have helped narrow the search down for the root cause. 

I first contacted Sky about this in early April, so it's definitely not a week to fix as I understand a week! 

[MarkGoldsmith]

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@Anonymous wrote:

@Blue+Dog It was a shame that didn't work because it would have helped narrow the search down for the root cause. 

I first contacted Sky about this in early April, so it's definitely not a week to fix as I understand a week! 

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In theory the customer services reps should never promise when a fix is coming as it will likely be complete guesswork. There is never a guarantee with how long it will take to find the cause of an issue and then inplement test and rollout the fix. Particularly as we all know that if issues are caused by OS updates it could take several weeks for the new version to get rolled out to all the devices.

Also it's worth noting that Sky typically will never publically provide any information or timeframes on things like this. What you tend to get is statements like "it's being investigated", "we are working on a fix" or "the fix has started to be rolled out".

Ive always been quite critical on this forum of Skys dealing of issues and problems, which seem quite old-fashioned and not really suited for a company that is now predominantly a software house whose complex platform is incredibly susceptible to bugs and issues. 

[MartyMart86]

I've been having these issues for weeks. I even had a replacement Glass TV and had exactly the same issues straight away. I was having to power cycle 2 or 3 times for things to work. I noticed the other day that the UI version was 1.69.3. Today my Glass TV worked fine first time. I checked the UI version and it is now 1.89.5. Everything else is the same as it was. I don't know if this coincidence. We'll see tomorrow.