topic Re: Serious issues with Sky glass in Sky Glass

Serious issues with Sky glass

Clive+C60 — Fri, 08 Mar 2024 17:34:42 GMT

Had our Sky Glass now for three months and things are not getting any better.

we have the top broadband with Sky and yet we still have programs hanging, screen going blank, speech not syncing with the sound. If you have a lot of black on the screen it is very patchy with the clearest picture only coming from looking directly head on, if you are at the side the picture is not very clear. If you are to quick on the remote control the tv looses itself and you have to wait for it to catch up.

Are other users experiencing the same issues as it seems they have brought Sky Glass to market before all the issues have been sorted.

Re: Serious issues with Sky glass

Padam_Padam — Fri, 08 Mar 2024 17:42:22 GMT

@Clive+C60 wrote:
Had our Sky Glass now for three months and things are not getting any better.
we have the top broadband with Sky and yet we still have programs hanging, screen going blank, speech not syncing with the sound. If you have a lot of black on the screen it is very patchy with the clearest picture only coming from looking directly head on, if you are at the side the picture is not very clear. If you are to quick on the remote control the tv looses itself and you have to wait for it to catch up.
Are other users experiencing the same issues as it seems they have brought Sky Glass to market before all the issues have been sorted.

The viewing angle issues are not fixable - they are a limitation of the panel type used in Sky Glass.

Sky Glass uses a mid-range, VA type, backlit LCD panel. These panels are well known to have limited viewing angles on all TVs from all manufacturers who use them. They can offer slightly better contrast than IPS type panels (which have wider viewing angles) but it's always been the case that unless you view straight on, you will get some degradation in colour quality.

If image quality is high on your priority list in a TV then Glass may not be the wisest choice I'm afraid.

Any half decent OLED or MiniLED TV combined with a Sky Stream puck will give you a much better picture quality and a more versatile streaming experience.

Re: Serious issues with Sky glass

Fothergill1 — Fri, 08 Mar 2024 17:56:15 GMT

@Clive+C60 Unfortunately the picture quality on the Glass TV has never been very good. As you have found the viewing angle is also important. I found if we were not almost directly in front of the TV the picture looked washed out. Using the remote to give too many commands in fairly quick succession does confuse the Glass TV and I found it would lock up and would need a reboot to clear it.

I no longer have Glass and have moved to a Stream puck combined with a new Samsung TV and soundbar which although a little more expensive is way better viewing experience. Also the puck seems to give me less issues than Glass.

Re: Serious issues with Sky glass

peter-marlow+1966 — Fri, 08 Mar 2024 18:45:13 GMT

How is the tv connected to the Internet, and what speed are getting ?the best connection to the Internet is an ethernet cable more reliable

Re: Serious issues with Sky glass

Jporch316 — Fri, 08 Mar 2024 19:02:47 GMT

@peter-marlow+1966 wrote:
How is the tv connected to the Internet, and what speed are getting ?the best connection to the Internet is an ethernet cable more reliable

This ! If you have a poor wifi network reaching your tv it will affect all sorts

the tv is hungry for speed and signal consistency.....

Re: Serious issues with Sky glass

Andy190 — Sat, 18 May 2024 18:12:06 GMT

We have Sky Glass and have similar issues, eg Subtitles disappear particularly on BBC and ITV. We have to switch off at mains and re-boot. Screen freezing and then going into double speed to catch up, sound disappearing for a few seconds.

we have Sky Internet and a puck feeding a Samsung TV with no issues. Our signal is via Bluetooth, to run an Ethernet cable from the Router to the TV would be impractical.

Sky Glass is certainly better than it was a couple of years ago but still very frustrating.

Re: Serious issues with Sky glass

Jporch316 — Sat, 18 May 2024 18:35:00 GMT

@Andy190 wrote:
We have Sky Glass and have similar issues, eg Subtitles disappear particularly on BBC and ITV. We have to switch off at mains and re-boot. Screen freezing and then going into double speed to catch up, sound disappearing for a few seconds.
we have Sky Internet and a puck feeding a Samsung TV with no issues. Our signal is via Bluetooth, to run an Ethernet cable from the Router to the TV would be impractical.
Sky Glass is certainly better than it was a couple of years ago but still very frustrating.

Cheap option is powerline adapters .... the tv is limited to 100mbs on Ethernet so the cheapest set will be fine

Re: Serious issues with Sky glass

Fra — Wed, 22 May 2024 21:18:52 GMT

Hi my sky tv voice recognition doesn't work on my tv. I have made sure it's connected as a blue tooth device.

when I hold the button down all it does immediately appears on the screen I can't do that. When I also use the home button the tv guide is also

missing and play list. Can someone please advise me what to do.

Re: Serious issues with Sky glass

Fothergill1 — Wed, 22 May 2024 22:27:47 GMT

@Fra Try rebooting your Glass TV as this will clear most software glitches. To do this just unplug it at the wall socket for a couple of minutes and then plug it in again. It will take about a minute to reboot.

If that doesn't work try resetting and re pairing the remote as follows:

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
Press 1 and 3 together for three seconds (bluetooth mode). A connected message should appear on your screen, press continue and it's all done.

Re: Serious issues with Sky glass

Fra — Wed, 22 May 2024 23:16:17 GMT

Hi there thank you

I've tried both unfortunately it hasn't worked.

Re: Serious issues with Sky glass

Chrisee — Thu, 23 May 2024 05:56:03 GMT

@Fra you need help from Sky so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Serious issues with Sky glass

Lisa-P1987 — Thu, 23 May 2024 10:59:30 GMT

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

Re: Serious issues with Sky glass

Lisa-P1987 — Sat, 25 May 2024 10:11:58 GMT

We are still looking to help you @Fra . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Serious issues with Sky glass

Neil19761 — Wed, 21 Aug 2024 05:33:03 GMT

Hi Lisa could you please contact me regarding an issue I'm having with my sky glass tv not happy and want.this sorting before I cancel tnx

Re: Serious issues with Sky glass

Jporch316 — Wed, 21 Aug 2024 08:27:51 GMT

@Neil19761 wrote:
Hi Lisa could you please contact me regarding an issue I'm having with my sky glass tv not happy and want.this sorting before I cancel tnx

What's your issue? We can try to help before escalating it to the online team

Re: Serious issues with Sky glass

Claire226 — Wed, 01 Jan 2025 19:08:52 GMT

I hate our sky glass. We have so many problem with it. Constantly on a daily basis, freezing, dubbing, black screen.

they have said you have Sky Glass so you are tied in and nothing we can do.

despairing with it. The worst product in nearly 2 decades just awful: I don't recommend at all. Any advice.

Re: Serious issues with Sky glass

Stib52 — Sun, 19 Jan 2025 23:46:40 GMT

We are having similar issues with Sky Glass. Screen freezes than screen goes black and message that says "Please wait for your program to load". Service tries to recover but picture and speech is out of sync by 5 or 6 seconds. We have the highest spec broadband with BT so this is not a local connectivity issue. Seems to happen from 8pm every 2nd or 3rd night.

Re: Serious issues with Sky glass

MartinV — Tue, 21 Jan 2025 21:58:57 GMT

Had my sky glass TV for 3 years and honestly, I'm starting to get absolutely sick of the bugs that continue to be happening! unable to load live TV programmes, sound out of sync with picture, screen freezing, blank screen, unable to manage continue watching section just to name a few issues!

I would absolutely not recommend sky glass but replacing a 65 inch TV is not easy and certainly expensive! it amazes me how many negative comments I have seen yet sky utterly oblivious and seem to do absolutely nothing about the issues

Re: Serious issues with Sky glass

Taz712023 — Mon, 21 Apr 2025 06:02:18 GMT

We have exactly the same problem, we've had a replacement, I'm contacting them again too get it changed it's frustrating and would never have got it if I'd know it was going too be this much of an issue

Re: Serious issues with Sky glass

peter-marlow+1966 — Mon, 21 Apr 2025 06:40:44 GMT

Is your network standby mode on this is in the settings under startup and standby, is the wifi setting on, also to watch the tv you need a minimum of 25mps to watch hd channels and a minimum of 35mps to watch in uhd, also the devices that are connected to your broadband the weaker the signal to each device, if you can connect your tv to the hub by an ethernet cable it is more stable, i have both of my 55inch sky glass tvs connected this way and have never had any problems, also dies your broadband provider do any sort of wifi booster which my help especially if you live in an old house as they are solid brick walls and do effect the signal in the house