Sky glass live and streaming services not loading

[Rockie92]

Hi

My sky glass tv turns on and is connected to Internet but no channels or apps are loading. They just say 'loading' and nothing happens. I've done all the Internet checks and everything is working fine. I've tried turning the plug off for at least 30 seconds multiple times but with no joy. I've tried hardwiring the Internet into the tv but still not working. How can I fix it?

[Jporch316]

@Rockie92

I would pull the plug from the wall for at least 10 minutes 

also what speed are you receiving on the device ? You can check this by going into the native Netflix app and going to get help then network check 

[Rockie92]

Hi! @Jporch316 

thank you for your suggestion, unfortunately it still hasn't worked. Have tried it a few times but no change.

i cannot get Netflix to show me the speed, only the 4 green ticks under check network. Netflix doesn't load at all, it just comes up with an error message and then I press more details and check your network to get the 4 green ticks.

[Jporch316]

@Rockie92 
what speed is your internet connection ?

[peter-marlow+1966]

What is your  broadband speed,  and how is the tv connected  to it, minimum speed  for sky glass  is 30mps and if you  can have it connected  by a ethernet  cable  from  your  router,  it's  more stable  than a WiFi connection 

[Rockie92]

App says 408 mb/s

[Rockie92]

App says 408 mb/s - it's connected via Ethernet cable direct 

[peter-marlow+1966]

Try running  a speed  test on line, and  not using  the  service  checker on the app see what that says just to be sure

[Rockie92]

Google one says 431 so don't think it's the Internet that's the issue. I've now got bbc iPlayer app working but no other app or live channels are working 

[Jporch316]

@Rockie92 

Who is your isp ?

I will also escalate your post to the online sky community team ... lookout for a chat request bubble ... will probably be tomorrow 

[peter-marlow+1966]

I am not 100% sure but I think other people  with vrgin broadband  have had some problems with  connecting  to the sky glass  tv, but please check, I have full fibre 500mps sky broadband 

[Jporch316]

@Rockie92

also worth trying by WiFi only ...... remove the ethernet cable 

[Rockie92]

Sky is our isp - we were originally using wifi before the issue but plugged in the Ethernet cable to see if it made a difference. Thank you for your help

[peter-marlow+1966]

Could it be because  you are using  a vrgin media  hub ?

[MarkGoldsmith]

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@Rockie92 wrote:

Sky is our isp - we were originally using wifi before the issue but plugged in the Ethernet cable to see if it made a difference. Thank you for your help

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@Rockie92 When you connected via Ethernet did you disable the WIFI in the settings? If not it's possible it keeps switching back over to WiFi which may explain some of the issues you are seeing.