Issues with streaming apps

[Becky0707]

Hello, 

I just had sky TV installed yesterday (internet was installed a week ago). The sky Q box is working great and can see it's connected to the internet. However, a lot of the streaming apps aren't playing. 

Disney + and prime will let you log in and search but when you click on something to play it, it says something is wrong. 

Netflix won't even open. 

Any help would be appreciated 

[oldfella]

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@Becky0707 wrote:

Hello, 

I just had sky TV installed yesterday (internet was installed a week ago). The sky Q box is working great and can see it's connected to the internet. However, a lot of the streaming apps aren't playing. 

Disney + and prime will let you log in and search but when you click on something to play it, it says something is wrong. 

Netflix won't even open. 

Any help would be appreciated 

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Hi @Becky0707 

Have you subscribed to the Apps you mention?

All need the relevant activation unless you were already subscribing directly with Disney, Netflix and Prime.

See help link here 

[Becky0707]

@oldfella yes I have subscriptions for all and have logged in on Disney and prime fine and can search videos, just can't play them. The Netflix app won't even open 

[oldfella]

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@Becky0707 wrote:

@oldfella yes I have subscriptions for all and have logged in on Disney and prime fine and can search videos, just can't play them. The Netflix app won't even open 

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Hi @Becky0707 

Check your Q boxes are on the latest software.

If they are try refreshing the Apps in the Hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Select Apps 
then highlight Refresh all Apps on this box.
You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing
It’s recommended waiting at least 5 minutes before doing so.

Refresh Apps can take up to 24 hrs to complete .

[Tom-W19]

Hi Becky0707

I have 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 blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Becky0707]

This still isn't working please fine below a list of what I have tried:

Restarted router and sky q box

Software update (multiple times)

Refreshed apps (multiple times)

Reset settings in hidden menu

We have also noticed that the sky Q box will not connect to WiFi via WPS button or password and will only connect if using Ethernet cable. Also, Alexa echo video calling is pixelated and keeps freezing (definitely mine as rang different households and had no issues on previous WiFi). accessing the internet on mobile phone seems temperamental too 

As this is a new installation, I'm wondering if there is an issue with the internet or TV installation? 

Please can a sky expert help 

[Thirly]

Just want to add that I have had this exact same problem since having Sky Q installed. The engineer even knew about it and said "are you bothered about Netflix"? I said "yes" but all he tried was resetting the box and then just said "I've seen this happen before, it'll probably come back later".

Of course it has not "come back" and I have the exact same problem with Netflix app and Amazon Prime app. There are dozens of mentions for this problem if you search on Google - but there is no solution ever posted. The issue goes like this...  You load the app for the first time and it works, you are prompted to enter a code for registration via a browser . The browser page for both Netflix and Prime told me I was successful. But after this, neither app works. Netflix won't load, Prime might load but will not play any content. I decided to "unregister" the Prime app which can be done in your Amazon account. It does not cancel Prime, just the registration with the Sky Q box. After doing this the app loaded and I could watch free videos. So, I registered again and the app immediately would not work again!

All the "free" apps, like YouTube, iPlayer and ITVX and many others, work fine. I believe something happens or changes when you register the apps.

[Becky0707]

It's so frustrating, especially if it's a known problem. I have read many posts similar and, like you said, there's no solution presented. 
This is my mum's sky box with the issue. Mine works fine and I can't figure out why hers won't 

[Rnxviper]

I am also now receiving this issue, 

Please can I get an update on how to fix please as I pay for both Disney and netflix through my sky package. 

[Becky0707]

@Rnxviper i ended up ringing sky. They tried to do an update from their end and ended up passing me through to the tech department. He was struggling to and said he was going to post out a new viewing card. It never came but, strangely, the apps all of a sudden started working. They were intermittent for the first few days but now work fine (touch wood).

I got the impression on the phone that something hadn't been pressed by the engineer at install as it wasn't showing to them that we had even had the box installed!