Programmes won’t load on puck

[Melons79]

Morning, I got sky stream recently and the little box arrived yesterday, set it all up as it said on the screen, I can watch bbc iPlayer and ITVX etc but all sky channels and sky cinema programmes won't load? It says what the programme or film is then says please wait will your programme loads then goes back to screen before

[SlenderRobert]

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@Melons79 wrote:

Morning, I got sky stream recently and the little box arrived yesterday, set it all up as it said on the screen, I can watch bbc iPlayer and ITVX etc but all sky channels and sky cinema programmes won't load? It says what the programme or film is then says please wait will your programme loads then goes back to screen before

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Have you tried giving the puck a full power cycle? Turn it off at the wall for 30 seconds then power it back on and see if that helps at all. 

Also make sure your broadband is up to the job. What speed do you receive? Are you connecting via WiFi or ethernet?

[Melons79]

All the apps work fine, I can watch bbc iPlayer, itv, Netflix etc, my internet has always been really good and fast, how can I check speeds? I'll try doing a reset see if that helps, thank you 

[SlenderRobert]

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@Melons79 wrote:

All the apps work fine, I can watch bbc iPlayer, itv, Netflix etc, my internet has always been really good and fast, how can I check speeds? I'll try doing a reset see if that helps, thank you 

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If you open the Netflix app and go to the Get Help section on the Netflix menu you can run a Network speed test which will tell you what speed is being received by the puck. 

[Jporch316]

@Melons79 

This can occasionally happen on a new puck install while the account activates - or could be an entirely different issue!

if it persists maybe give sky a call or I can escalate to sky online support 

[Melons79]

Well it's been 24 hours and still not working, done a reset still not working, my connection speed is 57.25 mbps 

[Jporch316]

I have escalated your issue to the online support team - look out for a chat bubble ......

[Melons79]

I'm pretty new to sky, where will the chat bubble appear? 

[Jporch316]

@Melons79 

look out for a private message and a coloured chat bubble appearing at the bottom of your screen.   

maybe tomorrow hopefully ...... 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Melons79.

[Tiamsnuel]

We had the same problem puck won't work we've only had it a week and sending the whole lot back it's awful even the picture quality is dreadful 

[Melons79]

I couldn't tell you I don't get a picture lol nothing loads on sky, not even  terrestrial channels 

[Tiamsnuel]

Our sky glass was working fine downstairs no issue's even though I find the picture quality awful the puck upstairs only plays apps no channels load at all after multiple  re boots so we'll return the whole lot on Monday and go back to sky Q 

[nickb401]

I have exactly the same problem.Checked the connection speed( 42.18 MMbps.) Tried downgrading picture quality to lowest still nothing.

Ironic thing is it plays Iplayer , Netflix and Prime in UHD just fine.

Glad I got the free trial now .Needless to say this'll be getting sent back.

[nickb401]

 Melons79 I just managed to get this working by going to settings , performing a factory reset then going through the activate process again.Seems the first time it didn't link to my account.This is why no shows from sky were loading.

Works fine now.