No TV Guide

[CherylM88]

So a few months ago I lost my tv guide then what followed was my sky puck being stuck on an update with didn't resolve after many attempts. Sky sent 3 new pucks to me before it finally resolved the issue. Turned the tv on this morning and AGAIN no tv guide or live tv. What is actually going on, I cannot deal having to call Sky again about this and going through the same thing. It's just ridiculous. Any tips on how to resolve before calling them and losing my mind? 

[Stephen+Mourton]

@CherylM88   You may have checked these already.  Do you know your internet speed if not check it on Netflix the option is in thir Settings guide on the left side of the screen.  If you are not connected to your tv with an Ethernet cable are you able to do so?  If not does your router have a clear line of sight to your puck and not behind a settee or other furniture and if a clear line of sight are there any objects or mirrors next to your router or puck, and your router is not on a window sill.  
I realise this seems 'fussy' but it really does make a difference.

I hope that helps.

[CherylM88]

my puck and router basically sit right next to each other. I get my internet through Fibrenest so the speed is pretty fast. I do have an Ethernet cable so can try that. This happened before and it was honestly a nightmare, I ended up with no tv for about 5 days as it got stuck on a black screen with just the sky logo 

[Jporch316]

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@CherylM88 wrote:

my puck and router basically sit right next to each other. I get my internet through Fibrenest so the speed is pretty fast. I do have an Ethernet cable so can try that. This happened before and it was honestly a nightmare, I ended up with no tv for about 5 days as it got stuck on a black screen with just the sky logo 

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I've had two pucks end with a black screen and aky logo - both replaced as they were faulty. Things can go wrong !

as per your missing tv guide have you fully removed the plug from the socket for a few minutes ? This often clears odd glitches 

[CherylM88]

Yes, I switched the box to standby and turned it off at the wall as well as removing the plug. No tv guide and can't even use my voice control as it says there was an issue with that also so in turn cannot access any live tv 

[Stephen+Mourton]

@CherylM88   Definitely try the Ethernet cable.  Also you say your puck and router as next to each other, but just how close are they to each other?  This is the advice that is given 

• Sky Stream pucks, like many other devices, can experience interference from close proximity to a router, which can degrade the Wi-Fi signal.
• Signal Strength:

  Keeping the puck away from the router can ensure a stronger, more reliable Wi-Fi connection for the puck. 

[CherylM88]

They don't sit directly next to each other. The puck sits on my tv unit and my router is attached to the hall on a stand probably about a meter away. I will try your suggestions though. I've had Sky stream for nearly 2 years and usually it has been fine. It's just the last few months there has been recurrent problems 

[Jporch316]

@CherylM88 

Would you like me to escalate your post to the online sky community team ?

[CherylM88]

That would be great, thank you 

[Jporch316]

@CherylM88 

I have escalated your post to the team .... please lookout for an invitation to chat with them - a bubble icon should appear when you are logged into this forum 

for more details on how this works see below 

Sky escalations

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @CherylM88.