TV guide missing and no access to live tv

[Helen273]

Was working fine late last night but this morning no TV Guide and cannot view any live tv.  Same on glass and both pucks.

Anyone else??

I can see this has been raised earlier this week and was down to a Sky outage...

Called 'technical support' and spent over half an hour being made to do a full reset and software update on my bedroom puck - (which I pointed out was useless, as the same was happening on all devices)

They seem to just follow a tick list - make you reboot/reset/update just to keep you busy when they know very well it's a 'them' issue.

Apparently they'll look into it and come back to me - but probably not until tomorrow...

[Jporch316]

Hi @Helen273 

I haven't seen any other posts since last week. Would suggest this issue is localised to your devices 

havr you tried turning off your router for at least 30-45 minutes then rebooting 

out of interest which ISP are you with 

[Helen273]

Thanks but none of that is relevant - I'm with EE for broadband which is up and working for everything else.  Have repeatedly tried all the usual approaches, and again while sky support were on the phone.

[Jporch316]

Another superuser @mikealanr  has issues with EE and his sky setup recently. EE swapped his router in th end ......

[GD1]

@Helen273  Your duplicate thread in the Glass Board has been removed, you don't need to create the same thread on both Glass & Stream as this will simply create duplicate repsonses.

[mikealanr]

Yup.

Solid service for about 18 months with a Smart Hub Plus. About from about June time nothing but issues with Glass and Pucks showing disconnected on turning on or even turning off and on briefly.

Swapped the hub, sent engineer still the same issue. Saw it on an android device, an Alexa device and a Nintendo Switch too but far far less frequently than the Sky kit. EE put trial software on my Hub Plus and this restored stability but wasn't still 100%. They put me on the list for the Hub Pro and WiFi Pro and that arrived last week. Since then no disconnections at all.

Their community point to lots of people having issues with DNS not resolving for short periods of time and issues with band steering since a software update which roled out June / July.

MikeAlanR

[Helen273]

I've had no connectivity issues at all or any other issues in 4 years, until this morning when the tv guide disappeared.