topic Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin in Sky Glass

After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settings

Anders73 — Fri, 09 Aug 2024 07:40:06 GMT

What is going on with the endless problems with Glass recently?

1- Programmes are freezing randomly.

2- Black screen when trying to start programmes from playlist.

3- A new one this morning to brighten up my day....after the 4th reboot using the power socket and NOT the option from the system management menu the TV reverted back to its brand new welcome settings and asked me to start setting up from scratch. It took 5!!!! more reboots to clear this nonsense and get some form of service.

I am paying the best part of £200 per month for Sky TV and broadband and this level of service is becoming a joke.

Tried to get through to customer services and gave up after nearly an hour waiting.

Could a moderator please ask a Sky employee to get in touch?

Thanks so much.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Mark39 — Fri, 09 Aug 2024 08:33:44 GMT

Not heard of that before. If you wish, we can ask Sky's messaging team to contact you here so that you can report it via a private online chat?

However just to warn this may have to be referred to the Glass/Stream team, in which case you might be asked to call,again.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Fothergill1 — Fri, 09 Aug 2024 08:49:59 GMT

@Anders73 Wow, this mornings issues must be very frustrating. I see @Mark39 has offered to escalate your issue so maybe take him up on the offer. Alternatively contact Sky customer services directly for some troubleshooting and if necessary a replacement Glass TV (assuming it is still within the 24 month warranty).

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Fri, 09 Aug 2024 08:51:53 GMT

Hi @Mark39 @I'd really appreciate that thank you. I'd like an opportunity to speak directly to one of the team.

thank you so much.

Andy

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Mark39 — Fri, 09 Aug 2024 09:06:17 GMT

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Fri, 09 Aug 2024 09:07:40 GMT

Thanks again @Mark39

@super helpful

Andy

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Addie15 — Fri, 09 Aug 2024 09:54:43 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Anders73.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

roger1949 — Fri, 09 Aug 2024 10:53:55 GMT

I wouldn't mind someone with a clue to help me understand why I have to constantly reboot my glass,and why I'm being told my mesh setup is to blame when everything else works fine.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Mister_Dalek — Fri, 09 Aug 2024 11:08:30 GMT

@roger1949 wrote:
I wouldn't mind someone with a clue to help me understand why I have to constantly reboot my glass,and why I'm being told my mesh setup is to blame when everything else works fine.

Unlike most other streaming devices, Sky Glass is a server-based system, as is Sky Stream.

Most modern smart TV's and streaming devices have some on-board storage, a small area of memory where the operating system and apps are stored. An internal processor then opens the apps from that storage and then content is streamed from that app's own server, be it Netflix, Disney+ or whatever.

Sky Glass is different. It has very little internal storage and does not store any of the apps on the TV itself. Instead they are stored on Sky's own server which your TV is connected to whenever you turn it on.

If your broadband connection is not fast, stable and constant then you can experience issues which result in the TV requiring a reboot in order to re-establish the connection to the server.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Fri, 09 Aug 2024 11:41:06 GMT

Thank you @Mister_Dalek

My broadband connection is fast, constant and stable.

The issues I'm experiencing aren't related to broadband, they're related to the glitchy operating system.

Fortunately I'm connected through to the Sky team now and investigations underway.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Exiled-in-HH — Fri, 09 Aug 2024 11:48:31 GMT

@Anders73 wrote:
Thank you @Mister_Dalek
My broadband connection is fast, constant and stable.
The issues I'm experiencing aren't related to broadband, they're related to the glitchy operating system.
Fortunately I'm connected through to the Sky team now and investigations underway.

Out of interest .... what was the result from the Netflix Network check on the Glass TV?

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Sat, 10 Aug 2024 06:38:42 GMT

Hey @Exiled-in-HH thank you for replying. On the Netflix network checker the connection speed is always just above or below 200Mbps. Sky are now investigating the "wait for programme to load" and black screen errors so hopefully will reach some kind of resolution soon. The Glass TV is 2 years old next month so will be taking a large hammer to it and getting another puck for the lounge and another Sony OLED as per the bedroom set up, which has a fraction of the issues that the Glass TV has had over the last 23 months. 😁

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Sat, 10 Aug 2024 12:41:00 GMT

So deeply disappointed with the customer service for this latest issue with Sky Glass. After spending over 3 hours on level-1 chat with an agent this morning, I was told I needed to call a call centre for level-2 support. Also, there is no dedicated support now for Diamond VIP customers. So after my entire Saturday morning was wasted ferreting around behind my TV trying various suggestions I now need to wait forever in a call centre queue.

Also a note of caution.......as I raised a broader complaint about the shocking experience I've had with Glass over the last 2 years (a huge list of glitches and flaws) I was told that as I'd used this forum as a way of resolving the daily (at least) issues and not logged them officially with Sky it meant my complaint would be treated less seriously. This despite this forum being promoted as a way of resolving issues. If I'd tried to call Sky every time my Glass needed a reboot that would've been a full time job. As a customer that has been loyal to Sky for years and used to love the product, feeling very let down. Large gin and a call centre queue awaits. 😩

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Exiled-in-HH — Sat, 10 Aug 2024 12:49:43 GMT

@Anders73 Have Sky supplied you with a specific level-2 support number?

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Sat, 10 Aug 2024 12:54:35 GMT

Hey @Exiled-in-HH yes. Just about to call them. Glass has frozen multiple times this morning as the family are trying to watch the Olympics. They're currently in the kitchen watching on the smart TV in there. Thank heavens for Sony!

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Mark39 — Sat, 10 Aug 2024 13:34:13 GMT

@Anders73 wrote:

After spending over 3 hours on level-1 chat with an agent this morning, I was told I needed to call a call centre for level-2 support

I did warn you that might happen.

...I was told that as I'd used this forum as a way of resolving the daily (at least) issues and not logged them officially with Sky it meant my complaint would be treated less seriously.

That's, in part, because Sky don't know who you are from a forum post, so there can be no record on your Sky account of the problems you've had which were resolved as a result of help here.

Large gin and a call centre queue awaits. 😩

Hopefully the wait won't be too long. Lines are reportedly quieter after 9.00pm or just after they open at around 7.00am if you can face calling at one of those times.

Re: After 4th reboot of the day Glass decided it wanted to reset back to brand new out of box settin

Anders73 — Sat, 10 Aug 2024 13:48:22 GMT

Thank you @Mark39 It's the second point that sticks in my throat the most.

Promoting a forum as the first point of call to resolve queries, which handily minimises costs through employing fewer FPOC agents in a contact centre, is all well and good. Weaponising that when a customer tries to complain about the litany of issues with a sub-standard, poorly developed product is disingenuous and underhand. Sky is a double winner....fewer direct headcount costs and a handy way of wriggling out of genuine complaints about how bad a product Glass truly is.

I've been inconvenienced and annoyed to such a degree now that I'll just keep escalating this now.....including a complaint about the complaints process.