Channel 4 app issues

[Leah128]

Hi there, not sure if I'm in the right place but I have a problem that is driving me crazy. So I have a Samsung tv bought last year.

since around October time using the channel 4 app is hit and miss. The home page won't load correctly ie don't get any visuals of the programs, then once viewing a show when it goes on a break it doesn't resume viewing just scrolls and times out.

I have been in touch with sky about this problem and am told my internet connection/speed is fine so must be an issue with the 4 app.

I have contacted channel 4 and was told that they had updated the app but sky broadband hasn't quite caught up!! 
This is really driving me crazy I enjoy channel 4 programs and like to wstch at my leisure but for months now i can't anyone having this issue or did and were albe to resolve🤞Thank you 

[highr]

Is this Channel 4 app on your TV or on the Sky Stream box?

On Stream, under Settings, there is a menu option to "Refresh apps". You might want to try that.

[Fothergill1]

@Leah128 Have you tried to reboot your Stream and or refreshed your Apps?

To reboot Switch off your Glass or Stream puck at the plug socket and wait for a minute before switching it on again.  It will take about a minute to reboot.

To refresh the apps go to Settings > System Management > Resets & Updates > refresh apps.  The refresh can take a while but is done in the background so you can still use your Stream.

Good luck.

[Leah128]

@highr @Hi there, I've done the refresh on the sky stream puk box, no change I've even refreshed via my tv no joy 🥲 

[Leah128]

@Fothergill1 @Hi there, yes I've tried this no joy I'm afraid.

[Leah128]

@highr @Hi tried this no joy

[Exiled-in-HH]

@Leah128 so you are having the same issue using the Sky Puck app or the Samsung TV app?

[MarkGoldsmith]

@Leah128 when you contacted Sky did they suggest any other troubleshooting things to try? I'd be surprised if they didn't walk you through a reset to see if that helped.

Also have you tried things like signing out of the C4 app on your stream puck and then logging back in to it?

If you are seeing the exact same thing on the C4 app on both your puck and the app directly on your TV it may suggest perhaps a wierd issue with your C4 app account login.

[Leah128]

@Exiled-in-HH @Hi there I was having same issue via sky puk and also the app on my tv.

It seems to be something to do with sky bb shield, when disabled it works as it should, 

[Leah128]

@MarkGoldsmithhi there, at the time when it first became a issue I rang sky several times and they troubleshot everything available and I even went as far as upgrading my bb. I have now managed to get it working but only by disabling my bb shield. I will however logout on both my puk and tv app and see if that resolves the issue without having to disable bb shield didn't do that, didn't even cross my mind. 
Thanks 

[MarkGoldsmith]

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@Leah128 wrote:

@MarkGoldsmithhi there, at the time when it first became a issue I rang sky several times and they troubleshot everything available and I even went as far as upgrading my bb. I have now managed to get it working but only by disabling my bb shield. I will however logout on both my puk and tv app and see if that resolves the issue without having to disable bb shield didn't do that, didn't even cross my mind. 
Thanks 

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I was going to ask if it worked on mobile devices as well for additional troubleshooting but seems like you got to the bottom of it with the Broadband Shield. To be honest i'm also surprised Sky  didn't recommended trying to disable that initially as part of the troubleshooting steps, particularly when it wasn't just affecting your Sky stream puck.

[Leah128]

@MarkGoldsmith  No they never once mentioned it tbh.

i could watch on my mobile but probably through my data???

I also find that my phone doesn't work effectively with WiFi switched on but I read somewhere that the new super fast max hub isn't always compatible with iPhones!! But I don't find this too much of a problem as can use my data.