My5 App: Freezing

[herolindsay]

There is no change to my app, it is still freezing constantly, I do not see that they have done anything at all.

[Flollop]

I am new to this thread but I suspect only because I recently had "Cause of Death" recommended and this seems to be the first Ch5 program I have ever wanted to stream in 20 odd years with Sky - one will endure a lot for good cricket coverage! I am here to tell you that this problem is not solely related to Sky Glass users or Sky Puck routers. I am still with a Sky Q  set-up but with  Fibre Broadband (Sky Router)  which services all my devices well in an open plan, one storey appartment. I do not think this is an internal wi-fi problem at all. I am also here to report that the freezing experience is, for me,  far from limited to the ins and outs of ad-breaks - the actual program is barely able to sustain transmission for longer than a minute without freezing. The occassional black screen, start-from-scratch has also been known on my older system.  It does seem odd, does it not, that C5 and ITV are happy to be complicit in this truly shoddy piece of customer service. Have contibutors had any feedback from these broadcasters? Does anyone have a link to a parrallel correspondence with them?

[Wildroverandy]

Strangely enough, the programs on 5 seem to be working well at the moment. It seems they might have actually done something about it.

It might look like you have a different issue though. I haven't seen any problems while the programme is running, it was only with advert skipping.

ITV is slightly different, but neither are as slick as Channel 4, or indeed Skys own channels.

[herolindsay]

They have done nothing at all, mine is still freezing and if anything is slightly worse. They are just ignoring the problem because no doubt it costs money to fix and they are greedy beggars. I am sick to death of sky, charlatans.

[KevNewMedia · Accepted solution]

Morning Everyone

Thank you for your continued patience whilst we worked through these problems with the My5 team.

We are sincerely sorry for the delay in being able to resolve this for you. We've been advised by our support teams that improvements have been made. Can I ask whether this has helped to alleviate the problem for you, please?

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

[PJB001]

I have to say it is not an "improvement" that your customers want Sky but a fix !!.

How can it be that after several months, the issue,  like many previous issues with Sky stream, is still not resolved.?

You need to understand what customer service means and actually deliver what people are paying for but yet are hit with ever increasing prices. 

As someone who "gave Sky a go" after many years with Virgin and Freesat I am now about to return to them as so very bored with reading/receiving lame responses to resolving  problems with a service/product you cannot rely on and which is not being supported in a timely manner.

[Tracey+Edmunds]

I am still getting the issue others have raised. Returning to a programme after a break screen freezes so I go back a page and try again. Sometimes it works but more often it freezes again so I have to repeat. Sometimes I end up watching three sets of ads before I can actually resume my programme.

As others have said - this makes watching box sets frustrating and often leads to people giving up. Reading back on the thread this has been an issue for at least 8 months - why has it not been resolved?

[herolindsay]

It is hard not to believe that Sky is simply tellng lies. There is no improvement or fix. This is a formal request. What is your regulatoru body and how are complaints made.  There is no point in complaining to you because you do nothing. 

[herolindsay]

I have had this problem for many months. The best way is to fast forward the programme after ads, it often works, going back never does. But it is frusrating. Sky are simply bad actors who do not want to spend money resolving this. I guess we probably need to vote with our feet. Perhaps an article in the news, a twitter storm,  complaints to regulatory body ?

[Sallyb04]

Patience??????

8 months+ isn't patience it is now down right disgusting!

If you think WE will support Sky after they way you just take our money and run ignore genuine problems not only with Stream but also with your unreliable wifi which Stream relies on then I just hope you understand you being another one of SKY's redundancies when we all stop using SKY at all.

I'm ditching sky just as soon as my contract ends and this time I will not be coming back! EVER!!!!!