sky glass not loading channels

[peter-marlow+1966]

When you say that you turn the tv off, are you just turning  it  off  with the  remote and turning  it  back on? Have you tried  unplugging the tv from the mains for about 10 minutes  after turning the tv off  then while plugging the tv back in pushing and holding  the power  button on the side of  the  tv,  i have both 55inch sky glass tvs  gen 1 and gen 2 both systems  are up to date and i personally have not had this problem i  hope you get it sorted  out  

[lettice]

@Tasha11 

Have moved your post to this ongoing issue thread.

Have a read of the thread and the answered post, with latest on issue from Sky.

[Nanijac]

I've turned it off many times getting the same problem, also picture can go with sound still on when and if it loads

[thereaduckofdeath]

This is UTTER USELESS Sky!!!! I shouldn't have to factory reset a frigging TV every day to be able to watch half the programmes I'd like to, [Removed]

Moderator notes: removed name calling

[Jporch316]

Hi @Nanijac 

this is a recent issue affecting some users and under investigation by skate thread below 

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

@lettice please merge with the main thread 

[peter-marlow+1966]

Why are doing factory resets without  being on the phone  to  sky  and an advisor ? Is your network  mode on in the settings  what your broadband speed how is the tv connected  to  the  Internet, ethernet cable  is better  is more stable  than WiFi, and doing factory  resets causes more problems  than it solves, or do you mean you are having  to restart  the device  every morning 

[wsimm]

Yep its every day now, its been escalated to back office. I'm done with it.

i'll be switching as soon as possible to a puck (which i have in another tv across the house on wifi and never lets me down) and buying a new tv.

Asking them to take the glass back. I also have sky protect which covers against failure due to software so looking at options

[Bugged]

My issues are with my pucks. Have 2 in the house but according to the app and sky there are no issues. Broadband and connections are spot on🤨

[kirbykoo]

Why do I have to keep restarting my sky glass or puck to be able to get a channel due to screen constantly just going black?

[lettice]

---

@Jporch316 wrote:

Hi @Nanijac 

this is a recent issue affecting some users and under investigation by skate thread below 

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

@lettice please merge with the main thread 

---

Done

@Nanijac 

As above, moved to this ongoing issue thread.

Have a read of the thread and the answered post, with latest on issue from Sky.

[mikealanr]

Hi @kirbykoo 

Likely poor connectivity between your puck / glass and router or poor broadband speeds.

Open netflix and go to the left hand menu > scroll down to get help? > Select connectivity check. Sky say you need 30Mbps for UHD and 25Mbps for HD. Try running it a few times and take an average.

It may be worth trying ethernet cable or homeplugs if you continue to have issues. Remember to turn WiFi off in the settings as unlike other client devices sky glass and steam will still try to connect via WiFi even with the cable connected.

MikeAlanR

[Kayleighb93]

Every single day I turn my tv on and no programmes will load. I get the same "please wait for your programme to load" error message which then inevitably changes to "there's a programme with this channel".

I have had to reset this tv multiple times a day for the past 2 weeks! Sky say it's my internet - it's not, I'm on virgin fibre, highest speed, all other devices working better than ever.

last night I paid for the PPV boxing and missed over half of it due to skys awful services!

any ideas welcome! I've been through all the self help things, reset routers, no devices anywhere near it! Even as I'm writing this, the tv has turned itself off (picture) but I can still hear the sound! It's infuriating 

[Gavin+Noble]

It is infuriating and you are right, it is not your internet to blame. Others including myself have had the same issue. It has to be a software error. When it first happened to me Sky conceded this after I pointed out that if it was an internet error you would lose the picture and sound, not just the picture.

At the time they talked me through a factory reset and it did seem to resolve it for a few days, then I got the latest update and the issue started again. A factory reset seems to sort it for a few days but it happened multiple times yesterday to me. I'm as frustrated as you. A normal reset, unplugging the TV etc doesn't work and a factory reset only temporarily solves the problem. It is a pain to re-set everything back up. 

[Gavin+Noble]

@peter-marlow+1966 I know you mean well but people are doing the factory reset because the other things to try are not working. The factory reset only solves it for a short time for those of us that are getting this issue. The other methods, not at all. 

[peter-marlow+1966]

Just an observation  on my part, but a friend  of mine  had the same problem  with  his puck and glass tv, when he was with virgin  broadband, he switched  to sky full fibre  broadband 500mps and has not had the problem  since, i personally have 2 55inch sky glass tvs, a gen 1 and a gen 2,a puck and sky live  camera, plus other devices, i have sky gigafast broadband 900mps  and i have never had this problem  luckily, but i have heard of other people  have the same issue with  their sky glass  tv and pucks on virgin broadband as i say just an observation on my part