Streaming puck user interface icon goes blank when selected

[Juliet96]

Morning 

Looks like we've had an UI update overnight

3.235.0, fingers crossed it may have sorted the issues🤞!!

[Juliet96]

Nope didn't fix it, still got the blue boxes!!!

wouldn't be helpful to communicate with your customers instead of leaving them frustrated and under valued

please, provide an update, even if it's " we don't know what or how to resolve the issue " at least we'd know that someone's listening !!

[iklelisa]

Yeah, it happened on the glass gen 2 not long ago, I thought the UI version had changed, I checked it as the tiles went blank, I've just restarted it. The other night the puck said no WiFi, nothing worked on it, struggled to get through a factory reset, wouldn't go past accepting code to link to account.

The issue with the tiles seems to appear when you've got to scrolling through the movies section on the TV guide. 

[Juliet96]

You're right, if you scroll too much it always happens, it's like it can't keep up, really tired of it now 

[Yorkshire3]

Just done it to me again on the new UI version also 

my contract finishes in September, I'm off, can't wait

[CraigGHamilton]

I got out of my contract early as it breaches the service conditions. A shame as the product itself is great just very badly let down by the bugs and constant limited support. 

[Anonymous]

Terrible (or non existent) customer service, I can see on the thread people have :
- raised formal complaints, only to have them closed

- have sat on calls and went through the rubbish of restarting / resetting

- have replied to that message icon, after the typical "I've escalated your message, you'll get an invite soon to message" and done the same restarts etc.

This isn't being looked at at all, @KevNewMedia marked this thread as "answered", probably just a customer service target to get complaints closed as soon as possible and means no one's looking at it at all.

[Mstanners]

KevNewMedia is a useless individual,  has done nothing to rectify this problem . This isn't an issue with a few people it is affecting thousands of customers . Sky couldn't care less .

[WelshGeezer]

I’ve been thinking this is a server issue for months but it’s also happening on all my glass TV’s main menu's .Surely those boxes aren’t dependent on a server? 

[Anonymous]

KMM78215221V36717L0KM complaint number, I doibt it'lll ever come of anything

[Anonymous]

@KevNewMedia Were you lying when you said this was being looked at ?

[Angel_Aka]

---

@WelshGeezer wrote:

I’ve been thinking this is a server issue for months but it’s also happening on all my glass TV’s main menu's .Surely those boxes aren’t dependent on a server? 

---

They are.
SkyOS is almost entirely server-based. 

[iklelisa]

I called yesterday to tech support, actually got a decent guy, said he was escalating it etc etc, called me back today at teatime and said it was supposed to be fixed at just after 7am this morning, told me to restart and see how it goes, calling back Friday so we will see. Restart your TV's and pucks and keep an eye for if it does it again and post an update on here, either it's fixed or not or they've somehow put me on a different server or something, watching 5 action police interceptors and just seen some sort of pixelisation, but not sure if it was effects in the program. Still not impressed with how it is. I'll update when I can. Hope it's sorted getting fed up of restarting it.

[Mstanners]

Not working here.  I have lodged official complaint with request for compensation,  have also informed trading standards.  Everyone needs to lodge a complaint .....

[iklelisa]

I've raised complaints, they don't get resolved or they get closed, I had an email today saying that because it's been so long without resolution I can take it further.....

We are writing to you about the complaint you made in respect of your Sky services. We want to assure you that our priority remains finding the best possible resolution for you as quickly as possible, and we'll continue to update you on progress.

However, as your complaint has now been open for 6 weeks, we wanted to make you aware of your right to refer to an independent alternative dispute resolution scheme. You can do this by contacting the Communications & Internet Services Adjudication Scheme (CISAS), which is free for you to use.

Basically no joy.