Watch from start fast forward issue once broadcast has ended

[DaveDub]

I've been checking the software build number regularly on my sky stream pucks for this S035 update.soonds like I'm wasting my time 

[Nohhvcb]

KevNewMedia, please respond and update us with the progress of the software update. 

it's now the 25th of March, the day you told us this would be resolved by, and I still have the WFS issue.

[Fothergill1]

@Nohhvcb  The latest software update has just finished rolling out for the Glass TVs but like you I am waiting for the Stream pucks to be updated.  Hopefully this will start soon and contain a fix for this really annoying WFS issue.

FYI if you want a specific person to see your post you need to tag them into your post.  The easiest way to do this is to go to one of their posts in the thread and selecting the reply arrow (bottom right of the post).  Then type the @ symbol and a drop down menu  will appear and their name will be the top one.  Click on it and you have then tagged them 😀

[Nohhvcb]

@KevNewMedia can you please update us on this? Why did you remove the roll out date from your post without updating us that you had new information. 
please update us whether it's good or bad news. We're adults here! 

[KevNewMedia]

Hi @Nohhvcb 

The fix is included in QS35. As @Fothergill1 has said, the release has been completed for Sky Glass. In terms of stream, the roll-out is still to complete.

[Nohhvcb]

@KevNewMedia Thanks for the update although it tells us nothing. 
you previously said the update would be completed by the 25th, then you edited that from your post. 
I presume because you had new information that it wasn't going to be updated by then. 

we've all waited patiently for 6 months. If it's not going to be resolved soon, tell us so I can cancel my Sky Stream. I'm not willing to pay any longer for this TV service that is not fit for purpose. 

we were previously told by a Sky employee on here it would be updated by February, then you told us it would be the 25th May. This is not acceptable and to edit the date you told us out of your post without acknowledging you know something has changed is a terrible way to handle this. 

I'm not willing to be fobbed off any longer, Sky has had plenty of time to address this (6 months!) 

Sky charge me for advert skipping but all I get is end of program skipping. To say it's frustrating is an understatement. 

please explain why it is taking so long and explain why you edited your post without sharing what you knew. 

[Kirsty163]

I agree it's a disgrace and I share your frustration.  We're paying for something that they are failing to provide. Not good enough. 

We should be given some sort of good will compensation for this. Anyone been on to customer services and recieve anything?

[Steve93]

I have Glass Gen2 still on Q34

[Jporch316]

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@Steve93 wrote:

I have Glass Gen2 still on Q34

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My gen 2 is also on 34 ...... possibly the gen 2s are on a separate software rollout to Gen1 .

either way I still have the WFS issue on my Gen2 on qs34 

[KevNewMedia]

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@Nohhvcb wrote:

@KevNewMedia Thanks for the update although it tells us nothing. 
you previously said the update would be completed by the 25th, then you edited that from your post. 
I presume because you had new information that it wasn't going to be updated by then. 

we've all waited patiently for 6 months. If it's not going to be resolved soon, tell us so I can cancel my Sky Stream. I'm not willing to pay any longer for this TV service that is not fit for purpose. 

we were previously told by a Sky employee on here it would be updated by February, then you told us it would be the 25th May. This is not acceptable and to edit the date you told us out of your post without acknowledging you know something has changed is a terrible way to handle this. 

I'm not willing to be fobbed off any longer, Sky has had plenty of time to address this (6 months!) 

Sky charge me for advert skipping but all I get is end of program skipping. To say it's frustrating is an understatement. 

please explain why it is taking so long and explain why you edited your post without sharing what you knew. 

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Hi @Nohhvcb 

I'm really sorry about the experience and the delay in being able to provide a solution. You can raise a complaint by clicking on this link.

I've had a look through this thread and can't find where I've modified one of my posts. Can you advise which post, so I can go back to it, and see what I changed, please?

Sometimes fixes take longer than expected, if for example we come across additional problems. We won't release a fix, if it's going to cause further issues elsewhere.

[DaveDub]

@KevNewMedia  It was a post by another community manager Chloe-w2 that mentioned the update would roll out to the sky stream pucks by the 25th of March

its still there.i just had a look back 

[Stephen+Mourton]

@KevNewMedia   Thank you for continuing to converse with us.  What I don't really understand is, if the fix is on the next update and is already being rolled out to Glass, why can't it be rolled out to Stream at the same time?  I am one of those unfortunate soles who always gets the updates last which means it can be at least another 4 to 6 weeks before I get it.  If it is a fix and it works why can't it be rolled out to all Stream customers at the same time?

[Anonymous]

@Stephen+Mourton they do it gradually across hardware to avoid unexpected issues. If they notice a problem when they roll it out to the first 5% it would be foolish to continue the rollout to the remaining 95%.

[MarkGoldsmith]

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@Anonymous wrote:

@Stephen+Mourton they do it gradually across hardware to avoid unexpected issues. If they notice a problem when they roll it out to the first 5% it would be foolish to continue the rollout to the remaining 95%.

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Also i'd expect that there is slight differences between the OS versions that get deployed to Glass and Stream, as the Glass software will  contain code that is specific to features of the TV that aren't necessary on the stream puck.

[Anonymous]

@MarkGoldsmith indeed. I'm sure the SoC is somewhat different between the three and as someone with a software background I know that any variance can yield different results.

Patience is a virtue here, even though I know this is an annoying problem. The alternative is risking more things going wrong.