Sky Essential - My5

[Annoyed38]

I am having a problem watching My5 programs. When running after the adverts often receive a blank screen and then need to restart program episode which means going through all of the adverts again. When it does start for the first few seconds the picture and sound are stuttering. This does not happen on any other channel. I have a good internet which is ample and tried wireless and earthnet connections. Is anyone else having the same problem as I have only just Sky essential and now thinking of sending it back.

[BenJoBanjo]

@Annoyed38 

Ad insertion can be clumsy on the My5 app via Sky Stream. If you decide not to send it back your best bet is to check the MySky app and see if you have a free trial of ad skipping. Add this to your subscription and see if it helps being able to skip past the ads. You can normally cancel and reapply any free ad-skipping offer so it won't cost you anything.  

[lettice · Accepted solution]

Firstly, the My5 app and its online services got renamed to just 5 about half a year or so ago 😀

First a few things to try;

Would suggest trying a restart of your Sky Stream box
Go to Settings>Systems Management>Resets & Updates
Select Restart device.
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Perform an apps refresh;

1. Press Home on your Sky remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing
   The refresh can take 24 hours to complete.

If the rest of your Sky Stream watching linear live channels, On demand and other live apps is working ok, it's probably not as you mention your local network speed.

Still, an easy way to see if your speed is playing well;
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Sky recommended minimum broadband speed is 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Using the Sky Sports live sync option will also add a few Mbps per Sky Stream puck or Sky Glass TV.

I notice form the title that you mentions Sky essential, so are possibly looking to reduce your costs.

Not sure if you have the Ad skipping pack as part of your Sky Stream.

It does work well and can help with some little glitches of the live linear channels and the main terrestrial apps (ITVx, C4, C5), play the content through ad breaks smoother and of course you can skip the ads, with a remote selection or hold.

If you do not currently have the ad skipping pack, have a look in your MySky  app or MySky online, under Your products>Manage and you often will see a two months free offer of ad skipping.

If you then cancel that pack from MySky within the  second month of that free offer, the ad skipping pack will still continue till the end of the second free offer month. A day after that offer has ended, go back into MySky and you often get the free two months offer again.