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Discussion topic: Playlist contents disappeared and ‘Continue Watching’ not showing

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This message was authored by: Sussex-Stitcher

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

@Fothergill1 Its made absolutely no difference. Still the exact same issues as I've had for the past 51 days

This message was authored by: Gincap

Genuine Help Required Please!

Hi yes I'm still about. My neighbour last week elderly guy got Sky Glass he asked me if I could set it up and all is done but.......

1. His Playlist is a major shambles, from memory I thought as new content arrived or if you watched episode one of a series and episode two is available then the list would update moving latest availability to the front of the list but this he assures me isn't happening and I have checked and appears to be just random. 

2. He has no Continue Watching rail, I have followed thoroughly all resets of apps ensuring his data tracking is on plugged unplugged more times than is healthy but nothing no list since going live a week or so.

3. There is no blue line indicating content watched on anything!!!!

So you can imagine a random playlist no CW and no watched indicator the poor guy is lost and frustrated. 

4. The sound is like it is coming from an empty tin of beans no adjustment changes this I'm pretty sure not all speakers are fired up but I'm used to Apple and homepods that produce a beautiful base crystal clear speech that doesn't rattle the windows or vibrate so perhaps that is the sound quality of glass a bit tinny????

 

5. When he turns it on he gets Please Wait and the circle of death going round and round and after some minutes it goes into screens saver mode but not booting up. I've found if you hit the home button during the please wait it does go to the main menu but that can't be right surely!

 

He is well within his 31 days but personally if it worked I think glass would be easier for him despite the issues I see were concerns of mine some 3 years ago Sky have still not resolved them. I have read a thread about the random CW but it doesn't appear to be affecting everyone. 

 

Any assistance appreciated before he calls Sky and we see what they say. 

This message was authored by: BenJoBanjo

Re: Genuine Held Required Please!

@Gincap 

Sounds like he's got a duff one.
Does it look brand new or potentially a refurb? Tell him to get it swapped for a new one. 

This message was authored by: Gincap

Re: Genuine Held Required Please!

There was no film protector on the screen when it arrived which is very unusual but I put that down to Sky and recycling plastics but I thought it was odd plus the TV was a bit dusty I thought. It looks new but I had suspicions.  

This message was authored by: BenJoBanjo

Re: Genuine Held Required Please!


@Gincap wrote:

There was no film protector on the screen when it arrived which is very unusual but I put that down to Sky and recycling plastics but I thought it was odd plus the TV was a bit dusty I thought. It looks new but I had suspicions.  


They don't have film protection on the screen so nothing strange there. It shouldn't be dusty though. He's spending hundreds of pounds on this thing so he should get a brand new one on first purchase. 
Tell him to ring Sky and insist on a new replacement. The tinny sounding speakers also point to there being an issue so he needs to get it swapped. 

This message was authored by: Gincap

Re: Genuine Held Required Please!

I suspected it was a Sky save the planet option not to have a protector. 

 

Anyone have a view on Playlist etc. before we call Sky and he decides what he wants to do. 

This message was authored by: Ali881

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

So they are going to send me out a new puck to see if that sorts the issues. Have another call back scheduled for Wednesday 

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This message was authored by: Sussex-Stitcher

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

@Ali881 Please let me know if this resolves your issue.

This message was authored by: lettice

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

Posted by a Superuser, not a Sky employee. Find out more

@Gincap 

 

Have moved your posts to a recent and ongoing thread.

Have a read, but try the suggestions in Post 34, that can clear any anomalies of the account.

Toggling those options.

 

Otherwise, you will have to persist with chat or calls to Sky to resolve the issues.

 

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (former Sky Q and Sky+ customer).
Sky Ultrafast + using Sky SR203 hub. Sky Mobile unlimited data. Sky Protect smart tech kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
This message was authored by: Gincap

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

@lettice 

 

Have tried that and everything else still not working.  I can't believe these issues still exist. I think he is leaning to returning the TV but I'll get on a chat with him to Sky Monday morning. 

This message was authored by: lettice

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

Posted by a Superuser, not a Sky employee. Find out more

@Gincap wrote:

@lettice 

 

Have tried that and everything else still not working. 


When you do the data options as in post 34, it can take at least 24 hours or so to populate. It is not an instant reset.

Would suggest after doing that toggling to also reboot the broadband router to help it along a bit.

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (former Sky Q and Sky+ customer).
Sky Ultrafast + using Sky SR203 hub. Sky Mobile unlimited data. Sky Protect smart tech kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
This message was authored by: Gincap

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

It's been 4-5 days now after toggling data, refresh of apps unplugging etc etc. We'll do the router reboot and see. Thanks. 

This message was authored by: lettice

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

Posted by a Superuser, not a Sky employee. Find out more

@Gincap wrote:

It's been 4-5 days now after toggling data, refresh of apps unplugging etc etc. We'll do the router reboot and see. Thanks. 


Refresh of apps is not really going to have any effect on playlist issues.

But you never know, it's always worth a try 😀

 

When in the playlist, scroll down and select Manage All, is that empty?

If not go in and manually delete everything.

Then do a settings restart.

As well as the broadband router restart.

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (former Sky Q and Sky+ customer).
Sky Ultrafast + using Sky SR203 hub. Sky Mobile unlimited data. Sky Protect smart tech kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
This message was authored by: Ali881

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

@Sussex-Stitcher will do. Not convinced that will do anything but worth a try. I think it's more an account issue. 

All my issues started when something in my account had changed. Had you added or removed anything on your account in the few weeks before your issues started too? Had they contacted you about any kind of upgrade? 

This message was authored by: Gincap

Re: Playlist contents disappeared and ‘Continue Watching’ not showing

Right been to the old codger 😂 and faffed a bit more as suggested by @lettice and issue resolved. So thank you. He happy so 👍🏻 and 🤞🏻

 

I had Gen1 glass a blooming nightmare but I have to say the picture quality on his 55" is very pleasing. The UI also looks more organised now too. Does get me thinking 🤔. Oh dear 😳

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