My5 won't load

[lettice]

@Kowster 

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 

I've also 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

[Jordan24679]

I've also tried everything from restarting and refreshing apps and got past the milkshake bit then just a spinning circle 

[Davidwm1]

Good afternoon all

We've been watching a series on Channel 5 through our Sky Stream Puck.

Tried to watch last night and when I get on to the first page it comes up with what looks like a kids advert for "milk shakes'. When you select ok the circle of doom starts and nothing loads.

Tried again today after all the usual turn off and back on. No luck! 

Anyone else experiencing this. Strangely I can get C5 on my iPad?

Any help appreciated.

Kind regards 

David

[lettice]

@Davidwm1 

Moved your post here, with other customers having a similar issue of late.

Can you try the Sky Stream puck restart in settings and a refresh of apps first, as alive detailed below, as this can often resolve such glitches.

If after the 24 hours after the refresh, it's still happening, come back here and we can escalate to the Sky community  messaging team to help you further.

Sky Stream settings restart:

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

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

[Kowster]

Hi, I have mentioned several times that I have tried all of that. Please put me in touch with somebody before I cancel, I have already been told I can leave my contract due to my broadband speed being provided is insufficient, although everything else works except the one app I want to watch! I am so disappointed with Sky I cannot tell you. 

[Davidwm1]

Hi there  - Thanks for trying to help me.

I've gone through the procedure as outlined but unfortunately it still doesn't work.

We get the milk shakes thing then the wheel of doom. You said for me to get back in touch if it didn't work.

Thanks again

David

[lettice]

@Davidwm1 

I've also 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

[Den2410]

I have tried to refresh apps etc but still getting nowhere,  tried to contact Sky but no joy

[Davidwm1]

I've had the Sky expert on via the bubble.

After over two hours and numerous resets we've still got the problem.

I have a call coming from Sky on Thursday about an outstanding issue that's been unresolved for 8 weeks.

I think I've no alternative but to cancel the tv stream part of my subscription. I'm generally happy with the broadband but the TV part has been an absolute nightmare.

Thanks for your help.

Kind regards 

David

[Davidwm1]

I've tried again this morning and, unfortunately, have got the same results ie: it's not working!

[KevNewMedia]

Hi Everyone

Thank you for making us aware of this problem.

We apologise for this problem and have escalated this problem to our support teams. As soon as they come back to us, we will let you all know.

I'm going to mark this post as the answer, so that everyone see's the most recent update.

[Jordan24679]

When I spoke to someone on messenger they said there was no issues with my5

[Barney81]

Just adding, even if you add a channel 5 program to your playlist, it won't open due to the issue with the My5 application. 

[Davidwm1]

Hi Barney81

After days of trying all the various options I finally managed to open C5 following the latest solution offered via the "chat bubble thing".

I'm still not completely happy with the Sky Stream and I'm still thinking of cancelling when they call me back.

One of the chaps I spoke to said he would check back with me this week so I'll see what he says. I've had a issue ticket running for over 8 weeks now and this C5 was only a part of the problem!

Kind regards 

David