Frozen ads

[Foreleft]

Hi

when I am watching a programme and it comes to the adverts the screen freezes after the first ad.  If I switch channels and come back it has returned to normal ads, with no freezing.

i have turned box off for 30 secs with no success 🤬

[LJB-C]

Hello @Foreleft, I’ve escalated your post to our Community Messaging team 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#M141
 

[MHy11]

I have had the same issue since Saturday. 

Have tried turning off at the mains a few times, with no success 

[LJB-C]

Hello @MHy11, I’ve escalated your post to our Community Messaging team 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#M141
 

[Squill27]

Also having the same issue.

I'm having to pause and then press play or change channels.

Any advice?

[_Claire]

Hi  I’ve escalated your post to our Community Messaging team 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#M141
 

[SJ16]

Same on Sky q 1TB for me. Software is up to date. Complete power cycle does not fix it. This started today for me. 

[Foreleft]

Mine has sorted itself out now and working normally 🤔

[MHy11]

Mine's getting worse.

Stops every time after the first advert 

[Hotshot59]

This happening to me too, what is the solution?

[Foreleft · Accepted solution]

No idea sorry - mine has just started working normally again 🤬

[SJ16]

Why is this marked as answered? I can't see any resolution that has been provided yet. I hope Sky are still working on this. 

[MHy11]

It appears to have been marked as answered because the original poster's issue has resolved itself?

Sky have still not provided any instructions or advice 

[SJ16]

Ideally could do with it not being marked as answered. 

The issue is with the targeted ad system (adsmart). When a target ad is inserted is when it freezes. In my case if I change channel and back it's always a car advertisement. 

[MHy11]

Just an update from my issue. 

I rang customer service. 

They asked me to switch the box off at the mains, and leave it for 2 mins, whilst they "sent a signal through", in the hope of solving the issue.

It didn't solve the issue, so an engineer is coming out on Thursday, to either fix it, or replace the box.