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

[Jporch316]

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@Gavin+Noble wrote:

@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. 

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The factory reset really should only be carried out on sky glass with a relevant sky employee over the phone - there's a very high chance your account can be unlinked from the tv and it really would be bricked until one of the sky tech guys can fix at the back end. 

a restart or pulling the plug should fix the issue temporarily....

[Jporch316]

@Kayleighb93 

This is an ongoing issue under investigation see thread below 

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

@lettice please merge with main thread 

[Gavin+Noble]

@peter-marlow+1966 It's not an internet issue. If it was you would lose sound AND picture. It is only the picture being lost when watching via any of the apps or live TV. It seems to be happening to more and more people, regardless of who their ISP is and it doesn't matter anyway because it is a software issue. 

[peter-marlow+1966]

I must be very  lucky i have never had this issue  in over 3 years  of my tv or puck

[Gavin+Noble]

I didn't until getting the Gen Two and it's my only TV, no puck. 

[Jolly-olly]

I am just thankful it's not just me. I have been having this problem every single day this week. A reboot sometimes sorts it out but I am having to pull the plug sometimes. It is NOT AN INTERNET problem as everything else continues to work fine. I  just tried opening the YouTube app on my Sky Glass after getting the issue and it streams perfectly. I then go back to the tv channels and get the same message. 
And if Sky are saying it's an internet issue then it's also their fault as I have Sky Full Fibre. 

[Gavin+Noble]

@Jporch316 It doesn't sort it, which is why people are contacting Sky to do the factory resets. It is the only thing that clears the issue for a longer period before it happens again. 

[wsimm]

Saw 5 minutes of the marathin this morning....then please wait for your programme to load, followed by technical fault.

unplug fixed it for another 2 minutes...

Over 2 weeks of sky blaming anything else and saying to unplug, replug, hard reset (guided by sky) unplugging my hive from my router in case that causes it (really!!!!!!!?). This is ridiculous, 2 years of it working fine then 2 weeks of trash.

seeing as I'm the author of the thread, I'll update with the outcome. Its been escalated to back office, expecting a call back with a resolution within 48 hours (called yesterday)

[Jporch316]

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@Gavin+Noble wrote:

@Jporch316 It doesn't sort it, which is why people are contacting Sky to do the factory resets. It is the only thing that clears the issue for a longer period before it happens again. 

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I understand your point but for anyome "wandering" into this thread it's important to point out the risks of carrying out a factory reset without being prompted by a sky representative.......

[Jporch316]

@lettice 

potentially another one to merge to the main thread 

[lettice]

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@Jporch316 wrote:

@lettice 

potentially another one to merge to the main thread 

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Done

@kirbykoo 

Have moved your post into this similar ongoing thread.

Read the thread and the answered post from Sky on the issue.

[Jporch316]

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@wsimm wrote:

Saw 5 minutes of the marathin this morning....then please wait for your programme to load, followed by technical fault.

unplug fixed it for another 2 minutes...

Over 2 weeks of sky blaming anything else and saying to unplug, replug, hard reset (guided by sky) unplugging my hive from my router in case that causes it (really!!!!!!!?). This is ridiculous, 2 years of it working fine then 2 weeks of trash.

seeing as I'm the author of the thread, I'll update with the outcome. Its been escalated to back office, expecting a call back with a resolution within 48 hours (called yesterday)

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As an interim fix can you watch the marathon on the live channel on the iPlayer app or does the same thing happen ?

[Gavin+Noble]

The issue happens watching on apps or watching live TV. It's not channel specific. 

[5PRX]

Hi Kev,

Many of us have been dealing with this for over 2 weeks now. Is there any further updates please? We are paying for a service that we can't utilise. I didn't buy a Sky Glass so I could watch DVD's every evening and I haven't even been able to watch the start of season 2 of The Last of Us.

[Brain3]

Completely agree it's coming up to over a week for me also. We are paying for a service we cannot use.