Sky stream cutting out on TV channels but apps are ok?

[Colin+Grant]

Read post 25. The answer was there before you posted. Best to read thread first.

[Ian196]

So, I've had Sky Stream for less than a week. Yesterday and today, the screen has randomly gone black with loss of sound. 
It appears again if I switch channel and go back to the original channel. Also, I've experienced a sound issue; sound goes echoey on occasion when switching channel. 
Has anyone experienced this and how is it fixed?

Thanks

[Hazel86]

It's the Sky puck/Stream

[Clyde220]

Hmm I have this probmen too, wifi runs at 0ver 200 Mb next to the stream box so dont think its that

[Aisha1970]

Same issue here on Sky fibre 500mb. Hopefully the rollback later will fix it

[ROSE182]

I'm having the same problem phoned sky tonight to report this issue tried everything they suggested with the power cable and network but still doing the same I'm one day over the cooling off period going to call them back tomorrow and cancel sky stream hopefully I can go back to sky Q worst thing I've ever done 

[Zer0reZ]

Just joining to ensure Sky take note of this kind of thing, we're also having same problems, black screen, lock ups, yesterday it was pulling the sorry channel was not available thing, today it's jittering very bad and playing catchup. 

Can't help thinking this is Skys encoders cocking up not the pucks.

Rebooted the puck do so daily anyway.

If this problem persists beyond tommorow i'll ring them and ask when this firmware rollback will happen.

[Daniel0210]

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@Hazel86 wrote:

It's the Sky puck/Stream

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@Hazel86 

I've moved your post onto the Glass/Stream board into a thread already discussing this. 

[Hazel86]

We've updated all software, rebooted the puck a number of times, tried calling but was told they might not answer as it was close to 9pm (as hadn't long finished work) & didn't manage to get through 🤦🏼‍♀️. I think this is either my second or third month & always seems to be a problem somewhere with this. It's getting frustrating.

[Sportacus]

Hello, apologies for posting yet another black screen thread; I've read an entire 13 page thread but even though it's marked as "answered", to help people like me, I saw nothing that I didn't already know so thought I'd try again just to see if there is an updated response prior to wasting my life on a lengthy phone call. 

As per other Sky customers, my Sky Glass routinely drops out and presents me with messages advising me that my programme is loading or there's a technical fault. 
The problem has gotten so bad that I've popped a smart plug on so I don't have to keep scrabbling about at the plug. 

We tried a factory reset, we've tried switching Internet channels, we've updated everything we can update but nothing works. The issue is usually worse in the morning but it really can happen at anytime. We've had Glass since October(ish) of last year and I genuinely wish I hadn't bothered. I get that it's new technology etc. but right now I feel trapped and annoyed. 

is there any pertinent information that may help? Are Sky aware of the issue? Is it a call to customer services, an engineer visit or shall I just burn my house down and go live with the bears in the wilds of Leicestershire? 

Thanks, guys

[Chrisee]

@Sportacus Sky are aware but I notice my Glass has been rolled back to Q017 from QS018 overnight and my pucks have changed version number on QS018 which maybe to resolve this issue. Sky have not told us as yet.

[Sportacus]

Hi, thanks for your reply;

My missus, who has infinitely more patience than I, has just called Tech support and has been told that (as you say) Sky are aware of the issue and are working on a fix.

Apparently it all stems from an update that went horribly wrong, much like the Microsoft update that wiped out people's WiFi drivers a few years ago. 
Sky have reverted to an old OS while they work on things and, we're told, they hope to have resolution within 72hrs. 

I'm sure they have the technology and ability to  update the onscreen messages to reflect the issues and the fact that they're aware and are working on them but it seems that letting customers chase them and figure stuff out for themselves is the preferable option. Poor show. At least it's (hopefully) in hand now.

Thanks again

Andy

[iPhone+flyer]

Sky Glass goes blank when watching a tv programme as do the pucks ? 

[Ian196]

Has anyone had any issues with black screen following the above mentioned version rollback?

[Sportacus]

To be honest, I hadn't thought about it, but now that I have, no. My service has been as good as gold today.