Playlist contents disappeared and ‘Continue Watching’ not showing

[Pollybear]

Now, it's been happening all morning 

[KevNewMedia]

Thank you @Pollybear 

Can you see the Playlist option but it produces an error, or has no content? Of is playlist not available to select?

[Ali881]

Playlist option is there just empty. Nothing in manage all or anywhere 

[martino1]

Hi, try the following which has worked for me so far

Go in to My Sky app on your phone

My Profile 

My Details

Data & Personalisation 

make sure Enable Product Analytics, Personal Recommendations & Profiling

is set to ON (mine was off).  It has fixed may issue for the time being.  I did have to set up my Play Lists again though, they didn't come back, but continue watching started working again also.

[Pollybear]

The playlists are the least of the problems.  I have no TV lists so cannot watch any programs at all!  

[Sussex-Stitcher]

Sick and tired of the lack of service resilience with my Sky puck.  As the original poster, I have now had a flaky playlist retention and no continue watching since the beginning of August.  Even when I have spent hours on the phone to Sky support and it has supposedly been elevated to your so-called super experts, nothing is done, no one comes back to me, and every day I have to scroll around trying to find what I was watching, which episode and how fast through, because my puck doesn't remember anything as soon as I power it off for the night.

To answer your questions...

• My playlist is currently retaining the things I have saved to it BUT it has wiped the contents since my original post approximately 5 times, and I have then been forced to save new programmes.  It is currently retaining the 10 or so programmes I have added in, but there seems little point saving any more as it is likely the puck will forget it all at some point within the future.  When it does empty out, the playlist option is always available through a 'playlist' button on the home page but the content is gone when you click in to it, and selecting 'manage all' makes no difference
• There are no error messages
• I continue to have MASSIVE PROBLEMS with 'continue watching'.  Issues are as follows:
• 1. My puck does not recall the programmes I have watched in the past.  If I voice command the puck to go in to a programme I have watched in full, the progress bar on each episode tab/image is missing and it seems to have no recollection that I have viewed the programme at all.
• 2. My continue watching rail does not show any information on programmes I am currently midway through watching.  Yesterday even I watched two out of three episodes of 'Face to face with Scott Peterson' (a Sky programme), and allowed episode three to play the first 2 minutes before turning the programme off, so that the puck would recall that I had been watching the programme and would it include it in my continue watching rail today.  I have just turned on my puck (15:00hrs BST 18/09) and this programme is not showing in my continue watching rail all all.  When I voice command in to the programme, my progress of having watched two episodes and having just started the third episode does not show there either.  It's like my puck has no idea I have watched it all
• 3. The continue watching section rail comes and goes on my homepage and is not always present.  There are no error messages, it just doesn't always show.
• 4. When the continue watching rail does show, it shows three random programmes that I finished watching months ago (and I mean at least 3-4 months ago), and NONE of the programmes I have watched since that are part watched.
• I don't really watch live TV so can't comment on this.

Please help with the continue watching issues.  This has been going on now for 7 weeks and your colleagues have been utterly ineffectual in either meeting their agreed commitments to progress my support request or resolve the issues.  I am close to taking a hammer to my puck.  I pay way too much money for such shoddy customer service and a third rate, unreliable supply.

[Sussex-Stitcher]

Sorry, just in addition to my long response @KevNewMedia from a moment ago to your 'answer', and having read @Pollybear 's comment about continue watching, the three random programmes that I finished watching months ago, and that I referred to in point 4 of my feedback to you, are all Netflix programmes so it appears my issue with 'continue watching' and @Pollybear 's might be the same

[Ali881]

The playlist issue seems to be resolved for me fingers crossed the items have been there for about a month now. 

The contine watching items are now the main issue the rail is not there at all. If I start watching a programme it is there until I turn off the puck. The next day it has gone. 

If I have watched 2 episodes the next time I power on the puck nothing is stored it looks like I have never watched the programme before. This has been ongoing from approx mid June. The playlist issue started at the beginning of June until mid July when for some reason my account was moved to a legacy account it took 2 weeks for the back office to sort that.

[Ali881]

I had also posted about this back on June 30th saying playlist deleted 3 times not sure if you can look at that discussion 

[KevNewMedia]

---

@Sussex-Stitcher wrote:

Sick and tired of the lack of service resilience with my Sky puck.  As the original poster, I have now had a flaky playlist retention and no continue watching since the beginning of August.  Even when I have spent hours on the phone to Sky support and it has supposedly been elevated to your so-called super experts, nothing is done, no one comes back to me, and every day I have to scroll around trying to find what I was watching, which episode and how fast through, because my puck doesn't remember anything as soon as I power it off for the night.

To answer your questions...

• My playlist is currently retaining the things I have saved to it BUT it has wiped the contents since my original post approximately 5 times, and I have then been forced to save new programmes.  It is currently retaining the 10 or so programmes I have added in, but there seems little point saving any more as it is likely the puck will forget it all at some point within the future.  When it does empty out, the playlist option is always available through a 'playlist' button on the home page but the content is gone when you click in to it, and selecting 'manage all' makes no difference
• There are no error messages
• I continue to have MASSIVE PROBLEMS with 'continue watching'.  Issues are as follows:
• 1. My puck does not recall the programmes I have watched in the past.  If I voice command the puck to go in to a programme I have watched in full, the progress bar on each episode tab/image is missing and it seems to have no recollection that I have viewed the programme at all.
• 2. My continue watching rail does not show any information on programmes I am currently midway through watching.  Yesterday even I watched two out of three episodes of 'Face to face with Scott Peterson' (a Sky programme), and allowed episode three to play the first 2 minutes before turning the programme off, so that the puck would recall that I had been watching the programme and would it include it in my continue watching rail today.  I have just turned on my puck (15:00hrs BST 18/09) and this programme is not showing in my continue watching rail all all.  When I voice command in to the programme, my progress of having watched two episodes and having just started the third episode does not show there either.  It's like my puck has no idea I have watched it all
• 3. The continue watching section rail comes and goes on my homepage and is not always present.  There are no error messages, it just doesn't always show.
• 4. When the continue watching rail does show, it shows three random programmes that I finished watching months ago (and I mean at least 3-4 months ago), and NONE of the programmes I have watched since that are part watched.
• I don't really watch live TV so can't comment on this.

Please help with the continue watching issues.  This has been going on now for 7 weeks and your colleagues have been utterly ineffectual in either meeting their agreed commitments to progress my support request or resolve the issues.  I am close to taking a hammer to my puck.  I pay way too much money for such shoddy customer service and a third rate, unreliable supply.

---

Thank you @Sussex-Stitcher for coming back to me and providing such a comprehensive explanation. I've passed the details on. Date/times markers are especially important, if you can provide these as well, that'll help as well i.e. I last saw content in my playlist at x and y time, then it had disappeared by x and y.

[Sussex-Stitcher]

@KevNewMedia 

Okay, so more dates and times for you because the problem persists (51 days and counting...)  and increasingly looks like exactly the same issue as @Pollybear outlined.

Last night I was watching a true crime TV series (C4 - Crime Scene Cleaners).  At 00:35hrs BST 20/09 I turned my TV off leaving the show part way through episode 1.  Before I turned off the TV, I returned to the Sky homepage and the 'continue watching' rail was showing BUT the programme I had just been watching did not show on the rail.  The only shows showing were three Netflix shows I watched some time ago.

I have just turned the puck back on now - 15:30hrs BST 20/09 and the 'continue watching' rail isn't showing, so I need to remember what programme I was watching and then when I have located it, identify which episode I had gotten up to, then scroll through until I get up to the point I have watched until.  I resumed watching the programme for five minutes and then navigated back to Sky homepage, and now the 'continue watching' rail has reappeared but again, the only shows showing are those same Netflix shows showing last night.

The issues are therefore easily identifiable:

1. The 'continue watching' rail does not show when you first switch the puck on
2. If you navigate back to the homepage after watching something, the continue watching rail now shows BUT the only programmes that EVER show on the rail are those you have watched historically on Netflix.
3. No programmes from any other provider (I have trialled this issue with programmes from Sky Crime, Sky Cinema, BBC, C4, Apple) ever show in the continue watching rail, but if I watch part of a programme on Netflix, it will then show on the continue watching rail, but only if the continue watching rail is actually showing, which it doesn't when you first turn the puck on, and only reappears once you watch something and then navigate back to the homepage.

These issues I am experiencing exactly mirror those issues that @Pollybear has outlined so it is clear Sky has a wider bug in the programming that needs addressing.

You said in your past message that you have passed the information I am providing to the programmers for them to look in to.  Can you please update me on what progress they are making?  This level of service is entirely unacceptable and I shouldn't have to be wasting upwards of 6 hours of my time on phonecalls to your ineffectual support department, and writing essays on the community in the hope someone takes some action that way instead.

I pay Sky too ridiculous an amount of money for the supply to be this poor.

[Ali881]

@Sussex-Stitcher I have had the same issues since July I also had an issue with broadband being installed which took 5 months so I have been transferred to a specialist customer service team. Now the broadband is fixed they are working on my TV issues so a glass and stream specialist is calling me tomorrow between 12 and 1 I will report back if they manage to fix it

[Fothergill1]

Hi @Sussex-Stitcher  Out of interest did you try the suggestion given by @martino1 in post 34 above as it resolved their issue?

[Sussex-Stitcher]

@Fothergill1 

I haven't, for the simple reason that it's not relevant to the way I view. Response no. 34, suggesting to check that 'enable product analytics, personal recommendations & profiling' is set to on doesn't apply, because it's under the category Sky Glass and I am not viewing on a Sky Glass tv. I am viewing on a conventional TV and connecting with a puck.

[MarkGoldsmith]

---

@Sussex-Stitcher wrote:

@Fothergill1 

I haven't, for the simple reason that it's not relevant to the way I view. Response no. 34, suggesting to check that 'enable product analytics, personal recommendations & profiling' is set to on doesn't apply, because it's under the category Sky Glass and I am not viewing on a Sky Glass tv. I am viewing on a conventional TV and connecting with a puck.

---

@Sussex-Stitcher That doesn't actually matter as Sky Glasss and Sky Stream are the same platform ( its just poorly labelled by Sky to only mention Sky Glass ).