Sky Glass freezing on adverts on recorded programmes

[Blackey]

Ever since I cancelled the "remove adverts" subscription on my Sky Glass TV the adverts continually freeze on any programmes that have been "recorded".

This does not happen while watching live TV so I don't believe it is a Wi-Fi issue. Our WiFi runs at 100 Mb.

i can't believe I'm the only one experiencing this. Is it a ploy to get customers to pay the extra £5 a month to remove adverts?

[mikealanr]

Hi @Blackey 

Sky don't offer ad removal, only ad skipping.:

https://www.sky.com/help/articles/ad-skipping-sky-glass

Without a the subscription, you should see the adverts, but you won't be able to fast forward them. Unlike traditional platforms, these adverts aren't recorded as part of the stream, they are inserted at the appropriate point, and these ads are tailored to you (think it's called adsmart) . 

It's clearly this that is having issues. I would try powering off your puck at the mains for a few minutes and trying playback again, also try removing and re-adding the content to your playlist and see if this helps.

MikeAlanR

[MarkGoldsmith]

---

@mikealanr wrote:

Hi @Blackey 

Sky don't offer ad removal, only ad skipping.:

https://www.sky.com/help/articles/ad-skipping-sky-glass

Without a the subscription, you should see the adverts, but you won't be able to fast forward them. Unlike traditional platforms, these adverts aren't recorded as part of the stream, they are inserted at the appropriate point, and these ads are tailored to you (think it's called adsmart) . 

This will depend on the source of the show being played back of course. If its from a catch-up service then it would use this technology, however if its a cloud recording that its just a recording of the live broadcast as it was shown on the channel. Since update QS25 more shows are being cloud recorded to cover the periods where they may not yet be available on a catch up app.

It's clearly this that is having issues. I would try powering off your puck at the mains for a few minutes and trying playback again, also try removing and re-adding the content to your playlist and see if this helps.

MikeAlanR

---

[Blackey]

Yep tried powering off and no change.

Spent an hour on the phone with a Sky tech guy and still no change.

i think this is a known glitch which Sky are keeping quiet about. The Sky tech guy tried to get me signed up to a "free" ad skip trial period which I declined.

i can't believe I'm the only one experiencing this ???

[mikealanr]

Hi @Blackey 

If it was more widespread we would see an influx of posts on the forum. I guess the next step is to keep on to customer support or to complain as your not able to use the service you are paying for.

https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR