My5 won't load

[Kowster]

Like millions of other people on here My5 won't load, doesn't matter what you do. Please refer me to get some assistance with this. I have just about given up on Sky and it will be highly doubtful that  I renew my contract. 

[caesarome]

@Kowster 
On what device do it not loading on ?

[Kowster]

Sky Stream puk. 

restarted, refreshed

[Bill051]

Fine on Stream for me today. Not used it before so had to register. No problems.

It's odd that Stream problems usually affect only some users and not others.

[Kowster]

There's never any assistance or any concern,  trying to contact Sky is like trying to have dinner with the Scarlet Pimpernel. 

It's a joke. £62 a month for a useless substandard service. Shame on you Sky. 
Believe the hype!! 

[Treeman33]

Mines not working either, I can't find a way to report it

[lettice]

@Treeman33 

I use the My5 app on Stream daily and not had any problems with it recently.

Are you getting any errors, or can up you describe how far it gets when launching.

Assume you have tried a Sky Puck restart and an app refresh;

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.

App refresh:

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.

[Treeman33]

Hey,

Yea I've tried everything twice for the past 3 days! The milkshake advert screen comes up as soon as I open the app, then I press OK and a wheel just spins. I give up after 5 minutes

[Steve93]

I've just loaded My5 on my puck, Milkshake appeared, clicked on ok, My5 opened no problem 

surely though when you add a ch5 program to you Playlist it plays through the cloud, you don't have to use My5, pretty sure that's how ot works

[Barney81]

My Sky Stream is doing exactly the same thing and has been for the past 3 days.

[lettice]

@Treeman33 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[lettice]

---

@Barney81 wrote:
My Sky Stream is doing exactly the same thing and has been for the past 3 days.

---

Can you try what I have laid out in Post 7 above, this normally resolves this type of issue.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Treeman33.

[Kowster]

Exactly what is happening to mine! Never an easy way to contact Sky, I'm so tired of it. Never again!!!!

[Barney81]

I tried this on the first day I noticed the issue and again yesterday, I'm still getting the same issue. I also installed the My5 app on my phone and it opened as you would expect. The issue is definitely with the My5 app on the device, my guess would be that something is blocking the connection between the device and the My5 application server.