Tv and apps not working

[Demi24]

None of my channels are working, it says please wait for programmes to load and then never does. All apps (ITVX, Netflix, YouTube, prime) will load the options but when I click on them won't play almost like it freezes straight away. But I can still use the play/pause buttons, and the bar at the bottom of how far along the video I am seems to be stuck jumping and fast forwarding on YouTube and Spotify but no picture or sound. Spotify will show the song as if it's playing in fast forward but no sound. 

originally the tv wouldn't turn on, and then it was turning itself on and off. And now it's doing all of this. 

I have tried: 

switching the mains plug that it's connected to. 

I have factory reset the tv and the remote. 
I have made sure all apps and the software is up to date. 
I have reset the picture and sound settings. 
I have rebooted and checked my WiFi speed which is perfect. 
I have tried the recovery advice for the tv online. 
I have tried looking on the app to see if they can detect a problem but it says it can't find the information on my streaming tv but that my WiFi is fine when I do the system check. 

thanks in advance for any advice 

[Jones_The_Cat]

@Demi24 

What speed is your "perfect" WiFi? This is the critical thing with Sky Glass. You might have a "perfect" 5Mbps reaching the TV, but that is just not fast enough for Glass to operate. You need a stable 25Mbps absolute minimum to have any hope of a reasonably stable service. 

To find out the speed the TV is receiving, open the Netflix app, navigate to the Get Help menu and run a network check. 

[Demi24]

Hi! It's 63.5 download and 18.9 upload. The tv display has completely gone now so I can't even try and fix it if I wanted to🤦🏼‍♀️😂replacement has been arranged thankfully! Thankyou anyways!

[Jones_The_Cat]

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@Demi24 wrote:

Hi! It's 63.5 download and 18.9 upload. The tv display has completely gone now so I can't even try and fix it if I wanted to🤦🏼‍♀️😂replacement has been arranged thankfully! Thankyou anyways!

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Hopefully you'll get a better one second time around! 

[peter-marlow+1966]

You should  never do a factory  reset  without  being  on the  phone  to sky at the  same  time  with  one of there advisors talking you  through it as it can cause  more problems  than it solves,  you will  need to ring sky for help,  factory  reset  is for if you are selling  tv or getting  a replacement it wipes your  details  off the tv 

[Demi24]

I didn't know this! I know for the next time! Thankyou 🙂

[peter-marlow+1966]

People see the factory  reset  and don't  realise  until  they have done it that .don't help, it does what it says and puts the  tv back to how it was in the factory, removes you account  details, you will  get a message from  sky now asking you  to gess what, reset  your  tv to factory  settings 

[peter-marlow+1966]

And there is also information  about that before you do it aswell 

[Kcshshsh]

This is happening to me and they won't fix it and I'm still paying for the tv told me get my own engineer 

[Jake1784]

Welcome to sky service 😂

I my internet/wifi connection is totally rubbish lucky I'm out of contract with them so when they ring me up they'll get 1 chance to fix it or I'm leaving SKY completely!

my phone contract finally finishes next week as well otherwise I'm going 👍🏻