Sky glass playlist - tv shows section not loading

[cookep2015]

Every time I go to the tv shows section on the playlist it defaults to show no internet connection. All other sections are fine & I can see the tv shows if I go to manage all but that isn't ideal. Been like this for a week now. I have turned off sky glass at the plug point, rebooted my hub, refreshed sky glass from settings & nothing works. Would ring sky but I don't want to spend two hours on the phone before being told to reboot the sky hub or unplug sky glass tv...

[Anonymous]

@cookep2015 You're doing what you can. I suspect your issue is related to the firmware issue others are experiencing that we are awaiting a fix for. 

[cookep2015]

So have sky said when it will be fixed ?

[Anonymous]

@cookep2015 No timescale I'm afraid. Some of us experiencing the issue with programmes not loading, screen going black but sound still playing think that it is the Prime Video app causing the problems. Signing out of Prime Video and restarting the TV either through unplugging Glass or doing a restart via the settings (not a factory reset though!) seems to lead to a more stable experience. It hasn't worked for everyone but it is worth trying. 

[lettice]

@cookep2015 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/forums/replypage/board-id/sky-glass/message-id/165157

[Lisa-P1987]

Thanks for escalating this. We’ve sent  cookep2015 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[cookep2015]

Anyone with the same issue please see below response from sky

 

[Jimfin]

I am still having exactly the same problem as of today. So the fix has has not gone thru yet

[Jimfin]

Only happening on the sky glass TV it is okay on the puck on 2nd TV

[Anonymous]

@Jimfin Correct. We're still waiting for the fix. 

[Jamesis1]

I have been experiencing this for about a month now. It's really frustrating that I cannot get my TV list up.

[cookep2015]

Yep, will be fixed in the next software update but sky won't say when it's going to be. Not good at all really.... 

[cookep2015]

Hi Lisa,

any updates as to when this will be resolved. It's been quite a while now & is very inconvenient.

thanks 

[Lisa-P1987]

Hi there cookep2015 , I’ve escalated your post to our Community Messaging team again who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
 

[Jimfin]

Thank you

Please ask them to make this a priority as 5 weeks is far too long 

Jim