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[Leeann75]

My TV keeps saying loading... I have switched off at mains and still nothing. Tried watching netflix and prime and still nothing. Please help.

[MarkGoldsmith]

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@Leeann75 wrote:
My TV keeps saying loading... I have switched off at mains and still nothing. Tried watching netflix and prime and still nothing. Please help.

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@Leeann75 if you open Netflix on the stream puck and go to Get Help -> Check Your Network what download speed does it report?

[Leeann75]

Netflix has encountered an error. Code: ui-800-3

[MarkGoldsmith]

Is the stream puck connected to the internet via WiFi or Ethernet cable?

[Leeann75]

• Connected by wifi

[MarkGoldsmith]

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@Leeann75 wrote:
My TV keeps saying loading... I have switched off at mains and still nothing. Tried watching netflix and prime and still nothing. Please help.

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Ok so firstly what broadband speed do you get to your property? As this will eliminate speed being the issue and led it to likely being your WiFi signal. Your broadband speed needs to be greater than 35 Mbps for the platform to work seemlessly particularly when you have other devices using the internet at the same time.

Secondly I'd recommend disabling the WiFi in the puck's settings, using an Ethernet cable to connect the puck to the router and then rebooting the puck by using the reset device option in the settings. If this solves the problem then you know the issue is with the strength and stability of your WiFi network.

[Leeann75]

Going to bed will deal with it tomorrow. It's annoying me. Thanks for ur help lol

[lettice]

This Netflix error before has around been a mismatch of the device making a correct router connection.

First restart your broadband router.

Once that is complete.

Restart your Sky Stream box

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

It also would be a good idea to go to the puck settings and do a refresh apps;

1. Press Home on your Sky remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

[Leeann75]

Thanku so much will try it in the morning 

[Exiled-in-HH]

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@MarkGoldsmith wrote:

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@Leeann75 wrote:
My TV keeps saying loading... I have switched off at mains and still nothing. Tried watching netflix and prime and still nothing. Please help.

---

Ok so firstly what broadband speed do you get to your property? As this will eliminate speed being the issue and led it to likely being your WiFi signal. Your broadband speed needs to be greater than 35 Mbps for the platform to work seemlessly particularly when you have other devices using the internet at the same time.

Secondly I'd recommend disabling the WiFi in the puck's settings, using an Ethernet cable to connect the puck to the router and then rebooting the puck by using the reset device option in the settings. If this solves the problem then you know the issue is with the strength and stability of your WiFi network.

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Di you mean RESTART rather than RESET🤔

[MarkGoldsmith]

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@Exiled-in-HH wrote:

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@MarkGoldsmith wrote:

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@Leeann75 wrote:
My TV keeps saying loading... I have switched off at mains and still nothing. Tried watching netflix and prime and still nothing. Please help.

---

Ok so firstly what broadband speed do you get to your property? As this will eliminate speed being the issue and led it to likely being your WiFi signal. Your broadband speed needs to be greater than 35 Mbps for the platform to work seemlessly particularly when you have other devices using the internet at the same time.

Secondly I'd recommend disabling the WiFi in the puck's settings, using an Ethernet cable to connect the puck to the router and then rebooting the puck by using the reset device option in the settings. If this solves the problem then you know the issue is with the strength and stability of your WiFi network.

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Di you mean RESTART rather than RESET🤔

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Yup should be restart.