Sky TV not loading

[Uncle+Niggy]

Using sky stream and live TV programmes won't load. App like Netflix and iPlayer etc are working fine, therefore nothing wrong with internet connection, just all live programmes won't load although I can see the menu.

[63johnw]

Hi @Uncle+Niggy  have you tried restarting your PUK?

[Uncle+Niggy]

Hi, Yes restarting the puk was 1st thing i did, then restarted internet router but ruled that out because I can receive programmes on apps via the puk.

[BenJoBanjo]

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@Uncle+Niggy wrote:

Hi, Yes restarting the puk was 1st thing i did, then restarted internet router but ruled that out because I can receive programmes on apps via the puk.

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Have you checked the broadband speed being received by the puck? To do this, open the Netflix app, navigate to the get help menu by clicking on your profile avatar and run a network check. 

The live channels streams on SkyOS are more bandwidth hungry than those that come from apps. Netflix, Prime Video, Disney+ etc all use their own servers. Sky have their own servers for their live streams and on demand content. These servers can get congested and without a fast and stable connection to the customer's puck, can sometimes fail. 

[lettice]

There were a few customers, mostly with Sky Glass that had a similar linear channel issue, but that seems to be fixed now.

Just to be sure the speed your Sky Stream Puck is getting over your wifi or ethernet connection.

Can you do a network speed test on each of your Pucks.
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?

Plus, rather than just a power reset of your Sky Stream puck, can you do a settings restart;

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.

Once that is done, put your Sky Stream puck into standby and then again restart your broadband router/hub