Black screen after adverts

[jaybobarama1]

Sky Go does the same thing unfortunately 😞 it's been nearly a week and still not fixed!

[Stal545]

I did get a response from Sky a week ago saying they're aware of the issue and trying to resolve it though no ETA given

[sandys]

Sky Go does not do the same thing, it works fine? I watched the whole thing on Sky go. Still can't do it on Sky stream.

[jaybobarama1]

Seems to be their blanket response 😞 

[sandys]

Yup just tried SkyGo on my phone and in works fine for me.

[jaybobarama1]

I stand corrected, I originally tried it on the new skygo app (beta) which dosen't work, but the original skygo app does 🙂 

[bodybag1972]

I may have been a little blunt in my email to Sky!

Good morning,

I know you’re aware, and from the lack of resolution, I can also tell that you don’t care, but there is a small and annoyed group of people unable to watch Episode 10 of Best Medicine.

https://helpforum.sky.com/t5/Sky-Stream/Black-screen-after-adverts/td-p/5336198/emcs_t/S2h8ZW1haWx8d...

The issue is that as soon as the first set of adverts end, the picture goes black whilst the audio continues as normal.

I, on the advice of others on the Sky Community forum, have watched the episode on my mobile phone via Sky Go.  This is a poor substitute for my Sky Glass 65” TV!

Please can somebody deal with the issue as you’re making yourselves look as though you don’t care about the people paying for your services, you know, YOUR CUSTOMERS!

[PaulSk57]

Perfect!

 By the way was that to viewer relations?

[bodybag1972]

Yes.  [email protected]

[Jefftax]

Bizarrely I was contacted by Sky through Whatsapp and advised that the issue had been resolved and I would receive an email to confirm this. Sadly neither proved to be correct. For all of us that have Glass we have been sold a dud. This is just one of many issues I have had with Sky Glass none of which have been resolved.

[BeerFairy]

Just a note to apologise for not replying to.these helpful responses. The notifications were hitting my junk folder. All sorted now.

It seems odd that As my just put this right..it is seemingly a common occurrence. I did chance the bot and eventually got human contact. Their suggestion was to change my HDMI cable.  I said what is the point if every other channel is working. I gave up. It is true that any IT Helpdesk is really just a desk as they rarely help.

[OldyBob]

This conversation has certainly raised a lot of response. 

I sent an email to the CEO team, always my go to when customer service are not helping or just quoting what they have on the screen in front of them, in turn the CEO team have responded and I expect a call in the next few days. We'll see what that brings. 

[BeerFairy]

Absolutely. Ok it happened on ours for a switch of brain programme. But it might have been something more in depth that requires continuity. Sky is not cheap as you say. The frustration of trying to get help is a joke. The team do seem clueless to a common problem. No point in blaming those we contact as they do try but seem to have a preset process that doesn't target the actual issue.

[Geewhiz]

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@BeerFairy wrote:

Absolutely. Ok it happened on ours for a switch of brain programme. But it might have been something more in depth that requires continuity. Sky is not cheap as you say. The frustration of trying to get help is a joke. The team do seem clueless to a common problem. No point in blaming those we contact as they do try but seem to have a preset process that doesn't target the actual issue.

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I think that Sky as a company just don't really care about their customers experience at all, as long as we keep paying they have no interest in keeping us happy.  

This is clearly a long term common problem over multiple different series which they must know about but they've not bothered to fix it or at the very least communicate these common issues to their customer facing staff.

[Jefftax]

I have spoken to Customer Services today and they advised me that they are aware but the issue is with a third party and they are working with that third party to resolve the issue, but there is no ETA as of yet. This definitely seems to be a Sky Glass or streaming issue, apparently there is no issue with this episode on Sky Q.