please wait for you programme to load on

[SkyFail]

Hi,

I'm getting 'please wait for you programme to load' on all free to air TV channels, plus Netflix and Amazon Prime aren't working through the Sky puck

I've only had Sky Essential TV for a few days before getting this issue!

I've reset box through software and at the socket

Reset router a few times

I've reset the TV at the socket for 10 minutes

But still nothing is working, any help would be much appreciated.

[Anonymous]

@SkyFail What speed is your broadband? You need 25 Mbps for Stream or 30 Mbps or higher for UHD and more than one puck. 

[SkyFail]

@AnonymousHi, thanks for your reply.

I'm getting 30 Mbps download and only 2 Mbps upload, I have a 4K TV but I'm running the Sky Essential TV in 1080p, the puck is connected using an ethernet cable and not Wi-Fi

[Anonymous]

@SkyFail Have you turned WiFi off in the Stream settings? Also, do you have many other devices trying to use the broadband at the same time? As you're right on the limit for the minimum requirement anything on top could cause a problem like this. 

What speed are you meant to be getting from your broadband provider and is their service to blame? 

[lettice]

You are verging on the bare minimum for running Sky Stream.

Can you do a network speed test on your Puck.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Best to keep it on an ethernet connection.

Assuming it's not a fibre connection, from your mention of your low speed.

Is there any chance you can move to a faster fibre connection, generally it's no more expensive.

The live channels will be the ones that are affected the most and need the Sky recommended speeds of;

Sky recommended minimum broadband speed of 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD

Plus a few more Mbps per puck if you are using the Low latency Sport channel option.

The apps like Netflix ITVx, Amazon Prime do tend to run at a much lower speed, needing only around 5 Mbps or so for any hd streaming, but can be around 15-20Mbps for any uhd streaming.

When you say the apps are not working, what exactly do you mean?

[SkyFail]

@AnonymousSky broadband guarantees 25 Mb/s but I usually get between 30-35 Mb/s.

Sky indicated that I needed 25 Mb/s before signing up to Sky Essential TV, It ran fine for a few days then just stopped working.

Would doing a factory reset be worth doing?

[lettice]

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@SkyFail wrote:

.

Would doing a factory reset be worth doing?

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No,

A factory reset will make no difference in this case.

Sky have advised that customers should not do a factory reset, unless asked specifically by Sky and you should only do a factory reset when on a chat or call directly with Sky.

A factory reset, can sometimes cause account issues and Sky would have to do some back end work to fix for you.

Your problem, as I have mentioned above is you are on the verge of the minimum speed for a good working Sky Stream.

[SkyFail]

@lettice  Hi, thanks for you reply.

Netflix is showing a connection speeds of 29.11 to 29.24 Mbps (run 3 times)

I will check about a faster fibre connection, but we are in a rural area and don't have cable up to the house.

[Anonymous]

@SkyFail Being rural really sucks sometimes. Having said that, I live in a small town in Aberdeenshire and we're still waiting for full fibre up here. Luckily, the available broadband by Vodafone was able to give me 70 Mbps whilst I wait. 

When I first moved here last August I should have been getting 35 Mbps from Sky (I only have one TV, no consoles etc) which would have been sufficient for my needs. In the end I was only getting half that and I was able to end my contract with Sky penalty free because it hadn't met the guaranteed speed for the relevant period. Moved to Vodafone, who doubled my speed for only a couple of quid more per month than Sky. 

Hope you get it sorted at some point. It's the downside to Stream and Glass (which I have) that it needs a good internet connection to work properly. Q still has the advantage there!

[lettice]

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@SkyFail wrote:

@lettice  Hi, thanks for you reply.

Netflix is showing a connection speeds of 29.11 to 29.24 Mbps (run 3 times)

I will check about a faster fibre connection, but we are in a rural area and don't have cable up to the house.

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Thanks for the Netflix test.

That is a fine speed that as we have mentioned is the recommend speed and Sky Stream will work, but with occasional blips

Using Ethernet, for you is the best option.

When your other devices in your house use some of your internet bandwidth at busy times, you may as below see occasional issues with your Sky Stream.

Occasional browsing on phones/tablets/PCs use a small amount at times, not that much of a concern, but any downloading or streaming on those other devices or any gaming on a PC or console could use a little more and then your Puck may struggle with a little less at times.

You may find on your current non fibre broadband that at busy peak hour times, your speed to the house may drop a little too, it all adds up.

Would recommend that you do a puck settings restart at least once a week or even once a day ( there is no harm in doing this restart) just to clear any cache and force a cleaner server connection, it may help a little.

This is the restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

.

[SkyFail]

@Anonymous, @lettice  Thank you both for your help, it's much appreciated.

I reset everything again but it's still not working.

I might see if I can cancel my Sky Stream because they said it would work with 25 Mbps, or maybe try to change my broadband provider, if I'm not still in contract.

[Super+Anthony]

Apparently there are still known issues and is being worked on despite the recent firmware / software update

[Hunter2660]

You should be getting something, not just a blank screen. As it did work when you first got the puck, I'm wondering if it's a problem with the puck, more than the connection.

[Super+Anthony]

Agreed @Hunter2660

[SkyFail]

@Hunter2660Yes, I think you're right, even with Discovery+ I'm getting the error 1K-0029 (problem with the device's internet connection or the platform's ability to access the content)