topic Re: Sky glass in Archive

Sky glass

Bec+met — Thu, 09 Dec 2021 20:40:13 GMT

Iv just received my sky glass and have connected it up but when I disconnect my sky q box the sky glass freezers? Why does this happen

Re: Sky glass

GD1 — Thu, 09 Dec 2021 20:41:36 GMT

@Bec+met wrote:
Iv just received my sky glass and have connected it up but when I disconnect my sky q box the sky glass freezers? Why does this happen

Where is you Q box connected to? Did you not disconnect your Q setup before installing Glass?

Re: Sky glass

Bec+met — Thu, 09 Dec 2021 20:59:02 GMT

Iv had to plug my q box into my glass tv or I get no picture, my Ariel does not fit into the space provided, do you need an external Ariel for the glass to work?

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:04:22 GMT

The glass has its own service that is received over the internet!

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:05:07 GMT

Have you agreed with sky that you will be running sky Q through sky glass?

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:18:56 GMT

@Bec+met wrote:
Iv had to plug my q box into my glass tv or I get no picture, my Ariel does not fit into the space provided, do you need an external Ariel for the glass to work?

If you follow the setup correctly you will get Sky Glass to work, remove the Q box altogether. An external aerial is only needed for freeview backup in the case of the broadband going down.

So you need to do the following, remove & disconnect the Q equipment.

Power down the TV for 1 minute, make sure that if you have ethernet to connect this to the TV.

Power the TV back up when pressing the power button on the side of the TV for 20 seconds. This will force a reinstall, you should now be able to go throught the full install process.

Once your Glass is correctly activated Sky Q will be switched off.

Re: Sky glass

Bec+met — Thu, 09 Dec 2021 21:08:23 GMT

No it's the only way my sky glass will work if I disconnect my q box my sky glass just freezers

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:09:20 GMT

This website might help you.

https://www.sky.com/help/home/sky-tv/sky-tv-glass

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:11:04 GMT

@Bec+met wrote:
No it's the only way my sky glass will work if I disconnect my q box my sky glass just freezers

You cannot have Sky Q & Sky Glass on the same account, you need to remove the Q box to setup Glass correctly.

It sounds like you have accidentally connected to the Q Mesh network which is why Glass is failing when you turn Q off. You should remove Q as advised and go through the setup process again.

Re: Sky glass

Bec+met — Thu, 09 Dec 2021 21:11:24 GMT

I Understand I cannot have both running but my glass will not work without having the q box connected to it I have no screen it just freezers

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:11:27 GMT

@Bec+met You need to follow the reset preocedure as posted above by @GD1

@Ensure you only have the glass and a Ethernet connection or a WiFi connection available to complete the setup.

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:13:17 GMT

@Bec+met Will you please follow the advise otherwise we are wasting our time posting it.

You have setup Glas incorrectly.

Re: Sky glass

Bec+met — Thu, 09 Dec 2021 21:19:09 GMT

I have followed the advice several times and that does not work

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:19:50 GMT

So after the reset, what's on screen?

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:22:06 GMT

@Bec+met wrote:
I have followed the advice several times and that does not work

Have you done the reinstall as advised without your Q box being powered up? If you have it would take longer than 3 minutes to do a full reset & install.

Re: Sky glass

Bec+met — Thu, 09 Dec 2021 21:23:47 GMT

I did all of that before I even asked any if the questions on here

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:26:53 GMT

Iv just looked at your previous posts and this is the first post of yours. Where have you asked already?

I would suggest giving sky a call tomorrow when they are open and they should be able to talk you through your problems.

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:26:59 GMT

@Bec+met wrote:
Iv just received my sky glass and have connected it up but when I disconnect my sky q box the sky glass freezers? Why does this happen

The issue here is that your using Sky Q as well as Glass, this shouldn't be happening. You have said when you remove Q Glass freezes, the reason is because it seems to have locked onto the mesh wif that the Q system generates. If you have an ethernet cable plug that into the Tv and then to the router.

Sky Q is redundant when you get a Glass TV & Subscription.

Re: Sky glass

Jayboy1990 — Thu, 09 Dec 2021 21:28:06 GMT

@GD1 Do you have contact numbers please for @Bec+met ?

thanks

Re: Sky glass

GD1 — Thu, 09 Dec 2021 21:28:42 GMT

@Bec+met You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.