Looping advert every 60 seconds

[LansonJay]

Hi, this afternoon my sky stream decided to play the traitors traoler/advert during my viewing.

The ad finished and the screen stayed black and didn't return to playback.

It repeated this every 60 seconds.

Rebooted. 

Left umplugged for a couple of hours.

Still doing it, rang sky who talked me through the updates etc. 

All seemed OK and I watched a couple of bits on player. 

But I've just gone onto live viewing and the advert has started again, but this time it's for call the midwife. 

It's completely unwatchable. 

Any ideas? 

Cheers team! 

[Skybeginner]

Thats exactly whats happening to me,  and help out there would be appreciated

[Mariao1989]

Same here! Very aggressive advertising happens every minute and interrupts live tv. Have you managed to resolve it yet? 

[LansonJay]

Rang sky again  today and was told that they've had loads of calls about this now, and they are attempting a fix. 

[PaulW4444]

Started about an hour ago 5pm but bbc iPlayer advert is appearing across all sky stream channels and can't stop it.  Changed channels but after about a minute, this advert pops up.  Have power off/on stream box but no change.  If I use Netflix, iPlayer, itv x it does not appear.

help

[mikealanr]

Hi @PaulW4444 

How long did you power off for? Try unplugging for at least 5 minutes as this should help clear caching.

MikeAlanR

[Hunter2660]

Did you use iplayer directly before this started? General rule of thumb always close down any app you use (press back, back etc.). Don't go direct to home screen as this leaves the app open in the background which can cause issues.

[krr13]

This is so frustrating and is happening when playing Netflix too.  I cant watch anything without this stupid advert loop.  I hope they get a fix out soon.

[DaisyJ1]

Called Sky, they said it was an Internet issue. It is frigging annoying. Please chase up your calls, as they did say they had not heard of this ,till I mentioned others had raised the issue 

[krr13]

I have finally found a solution to this.  Launch iplayer app and on the front screen there will a trailor button.  Switch that to pause.  Then in settings turn off previews and trailers for background video.  The adverts that are looping are iplayer previews.

[KevNewMedia]

Hi Everyone

Thank you for making us aware of this problem, and we're sorry for any inconvenience.

Our support teams have been investigating this problem and have asked if any of you are able to capture a video of what's happening, to enable them to get to the root cause (we know it might not be easy). 

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

EDIT: Tagging @LansonJay @MeJon @13237065__ @krr13 @DaisyJ1 to make sure that you've seen the request for a video of the issue.

[13237065__]

Tried as suggested but has not worked for me. Still adverts repeating 

[MeJon]

I am also experiencing exactly the same problem this morning. Looping traitors advert then black screen then loop again. What's the issue causing this?

[LansonJay]

Sky had me to do all the updates and got nowhere. 

They said to go to settings on the home screen. 

Then onto system management. 

Select resets and updates. 

Go down to factory reset. 

I had to log in to sky on my phone and sign in with a pass code. 

Redo the WiFi code etc.

So far so good, touch wood. 

[MeJon]

So I first reset my remote then I turned off my puck for a full minute turned it back on and now it's working just fine!