Streaming puck user interface icon goes blank when selected

[Ian417]

Just by way of an update: 

when I discussed this with the sky representative in private chat he said it was a known issue and that I would need to wait for an update. 
I've just looked and there has been a UI update to version 3.204.1 on my machine but the problem has just occurred on my system yet again . So as far I am concerned there has been no progress since I first raised this issue. AND no information provided from Sky regarding status or solution. 

[Yorkshire3]

This is still happening to me, I am also on the latest UI version 

absolute joke

[Juliet96]

Hi

just checked we're on the same version and we still have the same issues, I find it incredible that so many customers have this issue and there doesn't seem to be a solution to rectify this!!

[WelshGeezer]

My boxes have updated to UI version 3.204.1 but this issue has resurfaced this evening. I’ve had to reboot the box three times in the last two hours which is incredibly frustrating. 

[iklelisa]

Yep issue still there, my puck has changed UI version but it's just done it, also watching ITV tonight on coronation street (other soaps available) 😆 and suddenly it went to random advert, about 7:55pm so it wasn't due one, switched channels and back again and it was back at the soap 🫪, between each advert the screen was black for longer than it should be. Tried everything, hope they don't blame WiFi when it says excellent connection and everything else works fine, or the fact I have the glass TV on a glass unit instead of a wooden one, like one advisor has said, or that my wallet was close

to the router. I kid you not. Considering cancelling the service today.

 

 

[iklelisa]

It's just gone to the same adverts on channel 5 as well, exactly the same ads with blank screen for a short time between them, plays 3 and now just blank and nothing. Getting sick of this, if they think I'm paying anymore they can think again, what a shoddy service and hardware and customer service. Just looking on the web for another provider.

[Juliet96]

 We've got the same version, however if you check the internet apparently the latest version is 3.117.3 🤷🏻‍♀️ is anyone from Sky about to provide a communication regarding the issues and contradictory internet info?

we continue to experience the blue box issue everyday even with the latest software version, I'm at a loss!!

[iklelisa]

Sky glass gen 2 is on the old version still and the puck is on the new version but still the issues are there, is someone at sky going to sort this out? Can any of these super users tell sky to answer the private messages and pull thier finger out? Just watching BBC and those same 3 adverts kicked in again. Cancelling in morning and they can whistle for any more money, let it go to debt collectors , what's point in having this **bleep** service if ya can't watch anything, having to restart it all the time, shocking service. Can someone pm me so I can cancel please, the customer service is horrendous, worse than virmin media. Shouldn't have to come to forums and social media to get it sorted. TV is a useless brick, not paying anymore, my bank has stopped any future payments from my card. Still waiting for a refund as well after they took payment twice. Staff are full of lies.

[iklelisa]

They will be aware, I've phoned and told them, sent them pictures etc, and no doubt others will have too, had a PM from sky and she said it's been going on for a while. Take ya money but don't want to know when there's an issue. Customer service on the phone is useless. Passed from one wrong department to another and lies after lies . 

[KevNewMedia]

Hi Everyone

Thank you for highlighting this problem. We apologise for any inconvenience this may cause.

We have escalated this problem to our support teams, and as soon as we know more, we will update everyone.

I'm going to mark this post as the current answer, so everyone has the most up-to-date information.

[Rossi42]

On the 19th April this was already passed on by a sky employee & still nothing done ... so what we wait for another month for nothing to be done.

Personally I've just received my 6th phone call from a Sky agent in 5 weeks regarding this ... each call at least 25 minutes ... 

Asked to reset / factory reset / router resets - change router / purchase ethernet cable / New TV  / factory resets again - next they are suggesting an engineer visit on our next call next Wednesday,  I've already explained yo them about all the chat in this community thread & given them the link to see it for themselves ... I will be cancelling all very shortly if this remains unresolved. 

These issues & and any fixes need to be updated daily by a Sky representative & not have customers waiting & wondering for 2 months ... very poor service which surprises me !!!

[Stephen273]

Yes, it's getting ridiculous at this point.

I have 2 pucks, both of which started getting this same issue at the same time, when they got updated with UI Build number 3.171.2.

Even someone with low intelligence would conclude that that build probably introcuded this bug, and no amount of factory resets, router changes, eithernet cables will fix that.

It's been well over a month now, and as someone who builds software for a living, if I introduced a bug like this and hadn't fixed it in that time, I would probably have some serious questions to answer.

Also ridiculous that there's been a subsequent update since this (3.204.1) without this being fixed, this suggests that no one at sky is taking this seriously.

[WelshGeezer]

I believe this is a server problem rather than a software issue with pucks or TVs.

[iklelisa]

Maybe it is server side, watching live TV other day on a couple of channels and it went to some random 3 adverts, the same adverts. My puck is on the latest update and still does it but the glass TV is still on the old one.

It's not good that it's took so long for sky to acknowledge the issue and put a statement, also having to come to social media to get any sort of help is shocking.  

I think they should send some sort of notification to the Sky menu when there's any issues letting people know that there is a known issue. I don't usually do forums or have the time to, and I don't do the other social media platforms. On the My Sky app is says everything is fine when clearly it's not, plus when you search for what firmware they should be on its outdated information. 

Anyway cheers guys for any help and info you've given and fingers 🤞 it gets resolved. Have a good red 🥵 weekend all.

[BabsBee333]

We are new to Sky, we encountered this problem just one week into it. Absolutely useless, should have stayed eith EE