Wait for your programme to load

[vicky510]

At somewhat irregular intervals my Sky Glass shows a "Please wait for your programme to load" message at the top of the screen. I can usually fix the issue by restarting the TV and/or the router, but eventually the issue returns. This only started to happen within the last month. Here's my setup details:

Sky Glass gen 1 TV.

Three meter long Ethernet cable to the router.

Internet service is PlusNet fibre.

Netflix speed check on the TV reports 67 Mbps.

Broadband speed checker from an Apple Mac on the same network reports 71Mbps.

'System info' on the TV lists: Sky OS 1.3, Build version QS037.026.00P, Hardware model LT043-f1-ant

Since I started investigating this the only oddity was that WiFi was switched on in the TV settings. Don't know how that's happened as I would have set this to off when I initially configured the TV. But having corrected that problem the issue still remains.

My router has a traffic monitor function to record how much data is passing through it, but the results are well within reason, absolutely no indication that it is being overwhelmed by the requirements of the TV.

Surely this an issue with the latest TV software update that Sky have released, unless anyone else knows otherwise?

[vicky510]

Talking to Sky Support, their suggestion was to replace the Cat 5E cable with a Cat 6 one. I must admit I'm sceptical that it's the issue (the current cable has been in place for two and a half years and there's no evidence on the router's traffic monitor of it being overwhelmed by data), but I'll try the replacement and see if it improves the situation, what do I have to lose?

[vicky510]

Installed the Cat6 cable, did a 'reset' on the Sky Glass and it's made no difference. Probably not too surprising as the previous Cat 5E cable is spec-ed for use with hardware up of 1000Base-T and above, so easily capable of shifting the 30 Mbps that Sky recommend for the TV.

[PeteAspinall]

I'm having the same, about a month now. It starts the program and then says the please wait message and after about ten seconds goes back to the home screen. Repeats this for every channel and only way is to reset the TV and it works again for a while. Most likely as mine is gen 1 and they are doing the old iPhone trick of slowing it down / making things not work so I have to upgrade. 

[Fothergill1]

Hi @vicky510 I'm not sure why Sky suggested a new Ethernet cable as this is a known issue which has been happening for a few weeks.  I suspect the person you spoke to just wasn't aware. 

@PeteAspinall It has absolutely nothing to do with the fact you have a Gen 1 Glass TV as it happens on Gen 2 and well as on my own stream puck.

I have learn from experience that when it happens to me no amount of messing about gets it working again other than rebooting my puck.  Now immediately i get the message I go to settings and use the restart function  It saves me a lot of frustration and annoyance to just do it and not bother to find another solution.

Sky are working on the issue and will hopefully fix it in a software update when they find a solution.

[vicky510]

Checked the 'System Info' and it seems that the UI (User Interface?) version number has incremented to 2.50.5, so is this the fix that Sky said I should wait for? I haven't seen the dreaded message for a day or two so the Glass is currently working better.

[Fothergill1]

Hi @vicky510 I'm not sure if there was a fix in UI 2.50.5 but after reading your post I have checked and I am now on UI 2.50.6 and haven't had the waiting to load message at all over the weekend.  Fingers crossed 🤞

[vicky510]

Spoke too soon 😓  The failure message is now back with a vengance. Spoke to Sky Support again and they can offer nothing more than "they are working to it" and have no expected date for when the fix will be made available. So feed up with this, I'm still paying the full price of my TV packages for a service that doesn't work.

[Green_Laner]

Yeah, that's total **bleep**.  It'll make no difference at all.  They're just different grades of cable, and a CAT5E can do Gigabit speeds all day long.

[vicky510]

Contacted Sky's support team again and there's been a new development! Apparently my problem with fixed a week ago! (kind of them to let me know at the time). Obviously it doesn't appear to be fixed to me, as the TV is still just as bad. Their suggestion is a Factory Reset of the TV. So I've done that and based on a few hours usage it's been okay. Let's see how long that lasts...

[vicky510]

The TV still doesn't work properly after the Factory Reset. I am seeing the "Please wait for your program to load" and "There is a technical fault with your programme" messages. 

[Jporch316]

@vicky510 

this seems to be a problem again for some users .... it has been reported in the closed forum 

[vicky510]

I had another chat to Sky's technical support to explain how factory reseting the Glass TV had not fixed the issue. Their only suggestion now is to purchase a refurbished first generation Glass TV for nearly 350 pounds to replace my existing one. As my current TV is confirmed to be running the latest software we would just be hoping that another version of the same hardware would fix the problem. They offer no guarantee it will though, if the new TV is just as bad then I've just wasted my money swapping TV sets!

After 25 years of being with Sky I have now started the 31 days notice to leave. I can't keep paying what I consider is a lot of money (I'm a pensioner) for a service that just doesn't work.

[Fothergill1]

@vicky510  From one pensioner to another please don't waste your money on a replacement Glass TV as this appears to be a software not hardware issue.  Although it had not happened to me since my UI version was updated to 3.2.0 nearly 2 weeks it happened again last night when selecting a History programme from my playlist.  This is on a Stream puck and not a Glass TV.

As always a quick reboot whilst I got a drink resolved it.

I can't speak for others and I realise that everyones experiences differ but in my case this is certainly not a deal braker for a viewing system which although not perfect is by an large is a great service.

[Green_Laner]

I recently moved our TV to the middle of the wall (from the corner where the router is).  I switched to WiFi and immediately started getting this stated issue.  The distance between router and TV is maybe 3 metres (max) and in line-of-sight.  I tried a few other things like removing a WiFi repeater located elsewhere in the house (in case the TV is connecting to the 'weaker' signal).  No difference.  Tested with Netflix and I'm getting ~300Mbps on our ~900Mbps broadband service.  Plenty for TV streaming.  The only option that has stopped the problem is laying in a cable along the skirting board and using Ethernet.  Which, by the way, is a CAT5e cable 🙂

I am seriously tempted to discuss cancelling my contract/returning the TV, if possible.  The stablity of Sky Glass 2 is poor, often getting the screen just going black and needing a power-cycle.  The "playlist" is poor, with programmes spread across different descriptions and hidden in "other" often.  Somewhat disappointed.