My5 won't load

[Barney81]

Hi David,

Thanks for your reply.

For some reason i'm unable to see the solution in the chat bubble nor have i received an email from Sky with a link to it. 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for your patience. Whilst we continue to investigate this issue, as @Davidwm1 has mentioned, we've managed to resolve the problem with the steps below.

Please note, by carrying out these steps, the following will happen:

• All apps, except Netflix, will be signed out (you can sign back in afterwards).
• Your remote control will unpair (you can repair with the on-screen instructions).
• Your playlist will re-populate as soon as you've gone through the reset.

If you are happy to go through the steps, you can carry out a factory reset by using the steps below:

Settings > System Management > Resets & updates > Factory reset

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

[Den2410]

Thank you so much, I am now up and running

[Ratpanther]

Hi

I am having problems watching programmes on My5.  I watch a programme and at every commercial break the episode goes back to the start sometimes even going back to previous episodes.

I have 2 pucks in 2 different rooms in the house but it is only 1 that does this.

The other day I did a factory reset on both pucks as My5 had completely stopped working on both. That worked but I don't want to be watching an hour programme over the space of an hour and a half to two hours.

Any advice rather than throwing something through the TV?!

• Thanks.

[lettice]

Noticed the My5 app has been changed over to the new 5 app today on my Sky Stream pucks.

Just wondering if the push out of this new version, dated in About on the app with a version date of 4/3/2025 has resolved the issue for those having load problems with the My5 app, that was last version released in January 2025.

[pcorbridge]

I cannot access the channel 5 app, all I get is the spinning wheel.
Have restarted box, refreshed apps and done a factory reset. 

I have raised it via this forum a few times since February time but never seem to get a response from Sky. 

Am hoping that creating a new thread will get the ball rolling as it's very frustrating not been able to access any channel 5 programmes via Sky Glass. Am having to resort to watching them via other hardware. 

[AndrewF_UK]

Hi @pcorbridge as you say this has happened for a while. I've asked in the super user forum if there's an update for this and will share what I can when I know.

[AndrewF_UK]

Hi again @pcorbridge the advice is to follow the steps on this guide https://helpforum.sky.com/t5/Sky-Stream/My5-won-t-load/m-p/4916729#M46188 

[nannybudd2]

My5 app has not been working for over 8 weeks now , have tried everything that has been posted and still no joy!!!! Have tried to contact Sky and no response from them either , service for this has been shocking , anyone have any answers please ????

[AndrewF_UK]

Hi @nannybudd2 

I appreciate you mentioned that you've tried all steps but the current advice is to follow this guide https://helpforum.sky.com/t5/Sky-Stream/My5-won-t-load/m-p/4916729#M46188

Could you confirm if you've tried that one please, before we dig any deeper?

[lettice]

@nannybudd2 

Often the Sky Community Messaging team can resolve these type of app issues:

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

[nannybudd2]

Thank you so much , sorted within 5 minutes and I have been waiting so long for help 

[KevNewMedia]

---

@Kowster wrote:

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. 

---

I'm glad to hear that you've managed to get the problem fixed @nannybudd2 

If anyone else has this issue, you can follow the steps on the answer on this thread which is here 🙂

[GMcK74]

I have Sky Glass on Ultra Fast Sky Fibre (2 Glass TV's 55"; and four Pucks. The first Glass TV is less than 3m from the router; and the 2nd Glass TV is about 4.5m from the router (with one plasterboard wall seperating them). All devices are connected via Wi-Fi.

On the Glass TVs apps like My5 load but then buffer (spinning circle) or sometimes (but very occasionally display an Error:VJS-2999) 

I have already (and several times) done the following:

- Reset the device

- Refreshed the apps

- Powered down and waited (20 mins) - all devices; the router; and the fibre inlet.

All of the above in every order possible. I have spoken to Sky support and they told me to do the same (which I did) and during the 20 minute wait, they hung up on me. No call back - Very helpful!!

With Sky prices sky high and also seeing recent increases, when are these issues going to be addressed once and for all? Also, anyone know of another potential fix in the meantime?

Thanks

[AndrewF_UK]

Hi @GMcK74. This is the current guidance to follow if My5 (or just "5" as it's called now - confusingly) gets stuck like this https://helpforum.sky.com/t5/Sky-Stream/My5-won-t-load/m-p/4916729#M46188

This is more extreme than the steps you've followed so far, so be sure to read that post carefully - but it should make it work once followed.

Apps aren't made by Sky (although Sky might lend a hand to tailor it to the platform) so these problems are in my experience caused by and resolved by the respective owners, but on this occasion it looks like the reset in the post linked is the best way to kick it into gear.