Can’t access stv player

[Yoghurt]

Mines fine I have the gen 1 tv 

[brownlinda]

I have been in contact with STV.

Apparently my SKY Glass TV is not accepting that I am in Scotland.

STV asked for a picture of the TV serial number.

The team has passed this to Sky to look into, as soon as they have an update STV will be in touch.

I will share the update as soon as I receive word.

[AdeleLatta]

Thank you. I have already supplied Sky with my Sky glass tv serial number and like you I'm in Scotland. I've had the tv for 4 years with no issues and now I have this issue. Sky are currently working with their apps department to try to resolve the issue for me. Just waiting on them getting back to me. 

[AdeleLatta]

Hi, your Apps support team were supposed to get in contact with me within 72 hours. I have had no email or communication since the 17th August. 

[AdeleLatta]

Hi, is someone able to give me an update as I am still unable to playback my soaps on the stv player?

[AdeleLatta]

Is somebody able to reply to me please?

[AdeleLatta]

Do I need to start a new chat as nobody is answering in this chat? 

[Yoghurt]

@AdeleLatta  You don't need to start a new chat stv player working fine  if your struggling go to settings  system management resets and updates  and go to update apps and hit refresh and your apps will get refreshed if it's not working can try that then secondly go to settings system management resets and updates  and hit restart device 

[AdeleLatta]

Hi Sarah thanks for your advice. I have been through all this with Sky and done all the refresh and restarts. My stv player is working. However I only watch the soaps on it and can't get them to play. Screen goes blank or freezes. Sky were passing the issue onto the apps department and they were supposed to email me within 72 hours. Never got the email and had no more correspondence since. Still no soaps playing even though I can get them to play from a sky puck on another device in the house. Used to work fine. Now not working on sky glass tv. 

[Yoghurt]

@AdeleLatta  How weird 

[AdeleLatta]

Sky employees were helping me out through this chat. But now nobody answering 🤷‍♀️. 

[arcadeavenger]

Hi @AdeleLatta, Hi there, I’ve escalated your other post to our Community Messaging team. Please 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#M141 Thanks, Becca.
 

[st_reilly86]

@AdeleLatta did you happen to get this resolved?

My mum is facing the same issue & has been since 11/08 with no luck with either Sky or STV.

It's obviously not just a one person/device issue now that I'm reading this thread.

[AdeleLatta]

Sky have said it is no longer their issue as they have tried everything. They have now asked me to contact stv direct as they said it's an app issue and they don't support stv player. I have sent them an email. They have responded asking me to provide the model if my tv, which I have done. They think it's a regional problem where my tv doesn't think I'm watching from Scotland. Not sure how this is the case as it was working fine two weeks ago. Sorry, don't have an answer for you as it's currently in the hands of stv. Will see what they come up with. You are the second person to approach me with the exact same issue, so there is obviously a problem somewhere. 

[st_reilly86]

Thanks for the reply, this seems to be a carbon copy of what my mum has been told from both parties so far as well.

I think both will blame each other & she'll be left with it unresolved but it's obviously a "them" issue if it's happening for several people.

I've had something similar with Amazon fire sticks access to the STV player & live TV on Saturday, but I just switched to the ITVx app rather & input an English postcode to get it working.

I've advised her to attempt the same, as she predominantly only wants to access the soaps too, so this wouldn't be region restricted.

All the best & hope you get it sorted soon.