Please wait for your programme to load

[Jj83]

When I select a programme a black screen appears with Sky logo and the abive message. After a while it returns back to home page.

1. I have tested all the connections and everything is working.

2. I have switched off sky for a few hours and turned it back on. 

3. I have unplugged it and turned it back on after a while.

4. I have reset the puck

Even after trying all the above nothing is working. I have read some posts in which sky customer have told customers there is a glitch sometimes. But that is not a suitable response. As per the contract we are paying for a service that sky is not providing and on each day this happens we should be getting a refund. 

@Sky do better.

[mikealanr]

Hi @Jj83 

This is a customer helps customer forum. You have tagged another user with an unfortunate username.

The important thing for Sky Stream is to have a fast and stable connection from the device to the router as well as internet connectivity. I've got 2 Sky glasses and four pucks and don't have such issues.

Sky recommend 25Mbps for HD and 30Mbps for UHD. You can check the speed you are getting on the puck by opening netflix and going to the left hand menu > scroll down to get help > connectivity > connection check.

Who is your ISP? And what is your overall broadband speed?

MikeAlanR

[Fothergill1]

@mikealanr Maybe the "@Sky" username should be removed as it can cause confusion which I have seen before.  The account was opened on 4th August 2023 and have never made a post so it's a bit pointless anyway.

cc @KevNewMedia what do you think.

[mikealanr]

@Fothergill1 I am very surprised it was never reserved in the 1st place!

MikeAlanR

[KevNewMedia]

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@Fothergill1 wrote:

@mikealanr Maybe the "@Sky" username should be removed as it can cause confusion which I have seen before.  The account was opened on 4th August 2023 and have never made a post so it's a bit pointless anyway.

cc @KevNewMedia what do you think.

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A fellow forum member still 'owns' that username, so we can't remove it until GDPR kicks in, 6 years after it's been created. I'll have a look to see if we can stop it being re-used in the future @Fothergill1 

[Fothergill1]

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@KevNewMedia wrote:

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@Fothergill1 wrote:

@mikealanr Maybe the "@Sky" username should be removed as it can cause confusion which I have seen before.  The account was opened on 4th August 2023 and have never made a post so it's a bit pointless anyway.

cc @KevNewMedia what do you think.

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A fellow forum member still 'owns' that username, so we can't remove it until GDPR kicks in, 6 years after it's been created. I'll have a look to see if we can stop it being re-used in the future @Fothergill1 

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Thanks @KevNewMedia fully understand.  Last night I noticed another person tagging in "@Sky" believing they were notifying Sky so it is quite a common error.  As you say there's not much that can be done about it at the moment.