Streaming puck user interface icon goes blank when selected

[CraigGHamilton]

Sky closed my complaint, suggesting the issue had been fixed because of the software update. It hasn't so I've had to open a new complaint. The advisor suggested it was my HDMI port on the TV or the cable that was the issue, slighly embarrased and annoyed by that suggestion. I've requested to leave Sky contract now, this has been happening since I moved from Sky Q to Sky Puck Steam mid April and every time I complain I get a new advisor who tries to get me the basic steps time and time again, try rebooting, try different port on the TV, are the cables connected correctly ..etc.. Aweful. I finally spoke with a technician at the weekend who is due to call me back Monday, he advised  my s/ware version is correct and latency is not a problem, and reviewed this community channel. He asked me to move from ethernet to wi-fi so we could rule out another problem, which i've done, and problem still persists, so here's the summary of what it is not:

* it's not specific to wi-fi or ethernet (i've tried various ports and cables)

* it's not the port on the TV or the hdmi cable

* it's not latency issues with my broadband

* it's not UHD vs HD

* it's not the specific puck, as I've tried swapping my 2 pucks, both have seen it

The common pattern - the TV and puck have been on a few hours and the issue only ever seems to occure after 5pm UK in the evening. A restart or pull the plug and put it back in resolves the issue until the next day.

I'll be moving back to ethernet once I speak with the technician hopefully tomorrow and this latest info might help in the debugging, as he has been reviewing this thread. If the issue isn't formally acknowledged and resolved quickly I will be leaving Sky after 17 years and moving to FreeSat and standalone streaming services, this current issue and lack of ownership and real support has been frankly very bad customer experience.

[Stephen273]

Yeah, I've been paying sky over a 100 a month to be treated like a non customer. I've been avoiding things like this https://www.bbc.co.uk/news/articles/c5yej6gzynlo but am left with no other option, sky don't even treat you like customers anymore, now that they've lost HBO content, they are irrelevant and have nothing special to offer!

[BabsBee333]

Thanks everyone.  It seems sky happy to rake our money, but their product is sub standard.   

[Mstanners]

• Sky doing absolutely nothing about this issue , completely incompetent and useless all they want to do is squeeze more money out of their customers 

[CraigGHamilton]

After 17 years with Sky, that's me cancelled my tv contract with immediate effect. Can't take any more of these issues.  Good luck everyone else getting this issue resolved. 

[BooMom]

Hi Craig

I also posted about this issue over a month ago. 2 DM conversations with Sky employees, both asking the same questions, both suggesting I try this that & the other & my issue STILL persists, weeks later! During 1 DM I was told this was not an issue which Sky was aware of, so I'm gratified to learn I'm not the only one with this very frustrating problem, & Sky are very much aware of it now.! Every single day this is happening to me, sometimes more than once. Rebooting helps for a while, but we need a permanent fix for this. 

[Juliet96]

Hi KevNewmedia

as it's been several days since you advised you escalated this issue to the support team and there has been no communication from Sky, it would be helpful and reassuring for your affected customers to receive some sort of an update, the silence speak volumes !!

[-Heather-]

Hi @BooMom, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 
 

[Rossi42]

Hi Heather , you need yo invite ALL of us to a Private Chat with your community messaging team 🤔

This is now beyond a joke & I'm cancelling ALL payments to Sky until its resolved🤬

[iklelisa]

Yep shocking, I've been waiting for a refund for over a week, was on call yesterday to the so called loyalty team, who made more false promises and said she'd message and never did, lies lies and greed and bad customer service. My TV did it again yesterday, sick of having to restart and wait for it to come on again, either while I'm watching something or wanting to. Just had an email saying refund is sent and wait 3 to 5 days again, already been waiting over a week, useless. I've just told my partner to call and and end the services as soon as they're open. O thought Virmin media was bad. I'll be influencing people to avoid sky at all costs. Good luck all

[Brill+Gill]

Hi @Rossi42, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Ian417]

Hi Brill+Gill,

perhaps you should go back a read some of Rossi42 messages on this subject. 
if I were them my response would be so full of expletives it would probably get me banned. 
Yet one more Sky employee offering another private chat which will result in no action other than to waste a customers time turning this pile of pig manure off and on, swapping cables and TVs. 
You'd be well advised to read this entire thread to see how many times your customers have been subjected to "private chats" without any feedback from Sky themselves. 

[Stephen273]

@Brill+Gill 

It's probably fair to say everyone on this thread has already had the "I’ve escalated your post to our Community Messaging team" messages. We've all restarted boxes, performed factory resets, checked routers, switched cables and all the other deflecting nonsense. 

We've also seen "Answered" posts claiming to have escalated this to support https://helpforum.sky.com/t5/Sky-Stream/Streaming-puck-user-interface-icon-goes-blank-when-selected/... and other posts stating Sky have acknowledged this as a bug and are working on a fix. These seem to be just lies or tactics to deflect as there's been no formal acknowedgement of what the issue is and a timeline for it to be addressed.

I'm dumbfounded as to how inept the customer service is here and how there's been so little progress on this in what seems to clearly be an issue at Sky's end that's been going on for 6 weeks or more.

[KevNewMedia · Accepted solution]

Hi Everyone

We’re sorry that this issue is still ongoing and hasn’t yet been fully resolved.

We understand how frustrating this can be, especially when you’re expecting a service to just work. Our teams are continuing to investigate the root cause as a priority, and we’re working closely with the relevant areas to get to a resolution as quickly as possible. We don't need any further examples or actions for you to take.

While we don’t have a confirmed fix just yet, please be assured this hasn’t been forgotten and remains actively under review. We’ll share updates as soon as we have more information.

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