topic Re: Sky glass not working in Sky Glass

Sky glass not working

ToniCarsey11 — Wed, 10 Jan 2024 08:39:26 GMT

I tagged onto another conversation but can someone from @Sky contact me

the glass TV is rubbish - it's glitching freezing and going black all the time. Yes I've turned it off on, checked software etc. wifi is strong and every single other device in the home is working.
I've moved Alexa out the room for supposed interference

Re: Sky glass not working

Laing1 — Wed, 10 Jan 2024 09:02:48 GMT

@ToniCarsey11 wrote:

I tagged onto another conversation but can someone from @Sky contact me

the glass TV is rubbish - it's glitching freezing and going black all the time. Yes I've turned it off on, checked software etc. wifi is strong and every single other device in the home is working.
I've moved Alexa out the room for supposed interference

@ToniCarsey11 Afraid you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

I have escalated this to sky

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The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky glass not working

Greenfingers001 — Wed, 10 Jan 2024 09:17:11 GMT

Thanks for escalating this. We’ve sent @ToniCarsey11 an invite to chat.

Re: Sky glass not working

Lisa-P1987 — Sun, 14 Jan 2024 10:55:13 GMT

Update - Spoken to @ToniCarsey11 and after some steps, we found they needed to call our Glass Tier 2 team for further support 🙂

Re: Sky glass not working

Kim70 — Sun, 14 Jan 2024 17:27:51 GMT

I'm having the same problem. Every time I turn sky glass on its disconnected to the internet. Each channel says loading, in settings it confirms I AM connected to WiFi, I reset the WiFi connection and turn the TV off and on again, it takes 6-7 times of doing this each time we want to watch TV to get it to work. The rest of our devices in the house are fine with the WiFi and I have the best sky WiFi available, no Alexa's or anything in the way. My TV is in the living room next to the hallway where my router is, nothing blocking it at all. Getting very fed up of having to wait 15-20 mins each time we want to watch TV

Re: Sky glass not working

ToniCarsey11 — Sun, 14 Jan 2024 17:33:07 GMT

Had to ring them and reset the whole sky glass. I have Had to remove any items close

to the TV (it's wall mounted above a mantle) so candles and an ornament.

ive upgraded my broadband as well. So far small buffering only

will see later today when i try and Watch something

Re: Sky glass not working

MarkGoldsmith — Sun, 14 Jan 2024 17:35:58 GMT

@Kim70 wrote:
I'm having the same problem. Every time I turn sky glass on its disconnected to the internet. Each channel says loading, in settings it confirms I AM connected to WiFi, I reset the WiFi connection and turn the TV off and on again, it takes 6-7 times of doing this each time we want to watch TV to get it to work. The rest of our devices in the house are fine with the WiFi and I have the best sky WiFi available, no Alexa's or anything in the way. My TV is in the living room next to the hallway where my router is, nothing blocking it at all. Getting very fed up of having to wait 15-20 mins each time we want to watch TV

@Kim70 @id suggest giving it a test using Ethernet. Disable the WiFi in the glass settings, plug in to Ethernet cable and then unplug the TV for a minute.

This will help show if the TV is faulty of the issue is the strength and stability of the WiFi signal. Sky Glass is a bit different in that because it is practically ALL cloud based it requires a constant connection to the internet amofnat least 30 Mbps, what is likely happening is at times the WiFi signal strength is decreasing which even for a moment may take the glass internet speed below the minimum requirement. This ultimately is quite common if using a basic router provided by an ISO (however most devices can cope with this). When this happens the glass will likely "crash" and not recover without a reboot which seems to be a feature of the service. This issue can't happen when using Ethernet as that eliminates the WiFi signal strength and stability as a factor so at that point the only factor is your actual broadband speed.