My5 App: Freezing

[herolindsay]

Hi Sally, I have not contacted sky directly but if it helps, sky recently updated me to full fibre and the problem existed before the update and continued after the update so they can hardly use that excuse with me and I am experienching the same problem. I think it is tie for skt to come clean with us on what the the problem is and why they are nor resolving it because it is clearly nothing to do with the pucks or the wifi! So Sky, can we please have an explanation for this?

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for coming back to the thread to tell us that the problem continues, and for your continued patience.

We sincerely apologise for the inconvenience and have raised this problem back to our support teams and My5; as soon as we hear back, we'll update the thread.

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

[Sallyb04]

Your reply IS NOT A SATISFACTORY ANSWER!

Why do you bother to respond at all?

You have no intention of doing anything other than making the same futile response month after month so stop because all you do is frustrate us even more. 

The sky puck/wifi issue is a lot more than the channel 5 app it is affecting the whole STREAM service now and is getting progressively WORSE.

FIX THE PROBLEM OR LOSE CUSTOMERS! 

[herolindsay]

It seems to me that you simply cut and paste this message every two months. It cannot be difficult to fix and it seems that sky simply cannot be bothered to do it. Perhaps you can give us a substantive reply as to what is going on because a "carry on waiting whilst paying your subs to us" doesn't appear to be cutting it. And perhaps personal replies would help.

[Mike+Seal]

Hi Kev,

While I appreciate you keeping the thread updated, marking your previous post as the "Official Answer" is premature and, frankly, frustrating for those of us still unable to use the service we pay for. An update is not a resolution, and labeling it as such feels like a way to mask an ongoing technical failure rather than solve it.

The My5 app remains unusable due to constant freezing, and "continued patience" is becoming a difficult ask. As a long-term customer, I value the Sky ecosystem, but the reliability of the integrated apps is a core part of that value proposition.

To be transparent: My contract is up for renewal this coming May. I am currently evaluating whether I want to commit to another term, and the inability to fix a known, persistent software issue is a significant weight on the "negative" side of that decision.

We don’t need the thread marked as answered; we need a timeline for a fix or a credit for the diminished service. I look forward to a more substantive update soon.

[Sallyb04]

Hi Kev

Just thrilled to let you know I'm now on LEVEL 2 and its all thanks to you and all the participants that still have a problem with the 5app not working.

Just wondering what LEVEL I will be on by the time SKY actually fixes this problem or any other?????

9 or 10 maybe? 

[rebpaul57]

We have same problem with channel 5 freezing on us everything we watch it and all they say is reset the puck it's [removed] response

Moderator Notes: removed inappropriate language

[Angel_Aka]

---

@KevNewMedia wrote:

Hi Everyone

Thank you for coming back to the thread to tell us that the problem continues, and for your continued patience.

We sincerely apologise for the inconvenience and have raised this problem back to our support teams and My5; as soon as we hear back, we'll update the thread.

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

---

FYI,  it is no longer called My5, it is now just simply Channel 5 or 5 or Five, there is no 'My' any more. 

It's the same as All4. It does not exist any more and is now just Channel 4. 

[herolindsay]

Here we go again, a cut and paste of previous posts and Sky doing absolutely nothing. Does anyone know if these obvious lies can be reported to Ofcom because Sky are at it.

[herolindsay]

They have no intentin of spending a penny on fixing this becayse they are getting away with it. Raising this again. Can Ofcom be brought into this because Sky are simply lying to us, otherwise they would do more than cut and paste this rubbish every 2 months

[Caroline50511]

Not much help as usual 

[Sallyb04]

Hi Lindsay

Yes I think we now ALL have to report this and all the other issues we have with bad Sky service to Ofcom.

We have given them at least 5 months to sort out this issue and they have done nothing at all. 

[xenon81]

An app not working on a certain platform isn't covered by any Ofcom regulations. You can of course complain to them but they won't get involved. 

[Spartan2]

It is ridiculous constantly crashing or then loses signal and crashes and then we have to reboot the box. Paying for rubbish service it's frustrating trying to watch something on 5 without it crashing or freezing please sort it out ASAP

[01Pk001]

Trying to watch last nights Grace on ITVX, gets to a certain point approximately three quarters of the way through then restarts from the beginning. Tried many times now with same result. So frustrating. Really fed-up with this poor service now. Don't advertise the programmes if they are unwatchable