No Live TV or Guide

[Anonymous]

Happy New Year Sky!

2026 starts as 2025 ended, today's returning "feature" for your enjoyment

No live TV (again) or TV Guide. Followed the usual routines and still nothing. People who say I have 2 Glass TV'S and 5 pucks and never have issues please tell us all how you achieve this 🤔

All you need is Sky and a lot of patience. 

[Yoghurt]

@Anonymous  Not good 

[Fothergill1]

Hi @Anonymous Nicely put.  Yesterday evening my playlists disappeared for a while.  They improved after an hour or so but were incomplete so I did a customary reboot and all has been fine since.

[Anonymous]

It's just bonkers that these "features" are so random and often individual to users despite sound connectivity. 

Every day something fails to work, nearly always just powering on takes a few goes, apps play up, Playlist disappears and on and on...

I've been waiting for Christmas holidays to end to negotiate getting out of this, I have fired off an email over Christmas to get the ball rolling. 

Back to Apple it's just solid very rarely does it have "features". I'll go with Now again it was a solid app us new Apple TV box being launched in the Spring. 

[Fothergill1]

Hi @Anonymous as you say it is sometimes quite random as to who has and who doesn't have issues.

I imagine most issues during the setup stages are in the main (but not always) user error by misunderstanding the procedure.  Many other issues are caused by unstable or inadequate broadband / WiFi and some are simply failure of the rather poor quality devices (I had my own puck completely fail on me 6 months ago).

Once the above have been ruled out the randomness comes into play.   Just today someone posted they were missing the last episode of a series, I checked mine and noticed the same thing.  Others have reported having all episodes available so maybe it relates to the Sky server you are connected to 🤷‍♂️.

I only have one puck to worry about and for whatever reason I seem to be on the "lucky" end of the scale.  I suspect it is mostly due to the excellent quality of BB we have in Jersey.  I have always thought the WiFi within Glass and the Pucks is poor as all my devices  received between 750 - 920mbps depending on location within my property (even when next to the stream puck) but the puck only ever reports an average of 300mbps.  I have no idea why but it's not important as it's more than enough for 4K streaming.

From the description of your second attempt with Glass I can clearly see you are not having a good experience again so don't blame you for wanting to return to your ATV and NOW.

Good luck with the negotiations. 🤞

[Yoghurt]

@Fothergill1  So did you have to get a new puck when your previous one failed?

[Anonymous]

@Fothergill1 

Thanks for your post great info. I can't understand why I keep getting these problems it does not make sense. 

I'm on EE fibre 1000 every product even my WiFi coffee machine and tumble dryer have no issues at all over WiFi but the Pucks and glass just struggle, there is no reasoning for this. 

I'll give Sky a call Monday and see what happens. 

[Fothergill1]

Hi @Yoghurt Yes I needed a new puck as my original one completely failed.   I called Sky explaining all the steps I had already tried.  They could not think of any other options so agreed to send me a replacement puck.  This arrived in 3 days (to the Channel Islands) and was setup in a matter of.minutes.

[Fothergill1]

Hi @Anonymous If you have a search of the Glass & Stream forums there have been numerous posts concerning problems with EE.  As I can't get EE in my jurisdiction I didn't pay too much attention to them.

See if you can find any of them as they may provide so relevant information.

Edit - Here's one: https://helpforum.sky.com/t5/Sky-Glass/Sky-Glass-TV-often-will-not-connect-to-EE-broadband/m-p/50712... 

I just typed EE into the search bar at the top of this page and there were numerous links.  I chose the above as it is fairly recent.

[Anonymous]

@Fothergill1 

Thank you for the link and info. Ee of course is just BT rebranded and as the major supplier if Internet supplier throughout the UK through Openreach Virgin aside it is hard to comprehend that Sky equipment cannot function via an EE router. 

Great info when I call Sky Monday.  

[Anonymous]

@Fothergill1 

Thank you for the link and info. EE of course is just BT rebranded and as the major supplier of Internet supply throughout the UK through Openreach Virgin aside it is hard to comprehend that Sky equipment cannot function via an EE router. 

Great info when I call Sky Monday.  Just to emphasise other than Sky all other equipment functions without issue. 

[Yoghurt]

@Anonymous  Yep it's odd how it doesn't work on EE router 

[Yoghurt]

@Anonymous  You can ring sky at weekends no need to wait until Monday 

[Anonymous]

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@Yoghurt wrote:

@Anonymous  You can ring sky at weekends no need to wait until Monday 

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Yes I know but week day mornings are generally much quieter times to call.