topic Re: Screen freezes in Sky Glass

Screen freezes

geebee51 — Tue, 13 Aug 2024 14:41:26 GMT

I apologise if this is posted in the wrong place. My problem is one commonly discussed. I have the small glass TV. It's approx 3 months old. On random occasions the picture freezes resulting in a mess of various colours in assorted patterns. The sound becomes very loud best described as a crackle. The set doesn't respond to any commands from the remote. The only solution is to power off at the plug for ten seconds. Now this has also happened when the set wasn't connected to the broadband either by WiFi or ethernet and I was watching through the aerial. It's my opinion that the set is faulty. I'm sorry if this post is overlong and welcome any comments.

Re: Screen freezes

Mister_Dalek — Tue, 13 Aug 2024 15:19:31 GMT

@geebee51 wrote:
I apologise if this is posted in the wrong place. My problem is one commonly discussed. I have the small glass TV. It's approx 3 months old. On random occasions the picture freezes resulting in a mess of various colours in assorted patterns. The sound becomes very loud best described as a crackle. The set doesn't respond to any commands from the remote. The only solution is to power off at the plug for ten seconds. Now this has also happened when the set wasn't connected to the broadband either by WiFi or ethernet and I was watching through the aerial. It's my opinion that the set is faulty. I'm sorry if this post is overlong and welcome any comments.

It certainly sounds like the TV is faulty - it should not be doing what you describe.

Give Sky a ring and explain the situation. You are within your 2 warranty period so they should offer you a replacement (which may be a refurbished unit).

Re: Screen freezes

geebee51 — Wed, 14 Aug 2024 19:48:44 GMT

It certainly sounds like the TV is faulty - it should not be doing what you describe.

Give Sky a ring and explain the situation. You are within your 2 warranty period so they should offer you a replacement (which may be a refurbished unit).

Forty mins on phone with CS today. Waste of time. Insisted that I assist with their investigation. Wanted to send me a link to send a photo of frozen screen. I refused to cooperate on the basis that if it was a faulty fridge freezer, for example I wouldn't be expected to diagnose the fault. I would expect someone to come out. That thought unfortunately didn't occur during the call. In the end we both stuck to our guns, I told him politely I was ending the call and hung up.

Re: Screen freezes

GD1 — Wed, 14 Aug 2024 19:56:53 GMT

@geebee51 Sky do not send engineers for Glass TV issues, they just don't have them, so you're going to have to call them again and maybe do as they ask you to be able to resolve, otherwise you're going to have a TV that isn't working and paying for it.

In this case you are wrong to stick to your guns as it's not going to resolve anything. The ball is back in your court.

Re: Screen freezes

geebee51 — Wed, 14 Aug 2024 19:54:24 GMT

@Mister_Dalek

Sorry didn't tag you

Re: Screen freezes

geebee51 — Wed, 14 Aug 2024 20:20:19 GMT

@GD1 I forgot to mention I raised the matter of a replacement set. However I take your point and when I next ring CS I will heed your advice.

Re: Screen freezes

MarkGoldsmith — Wed, 14 Aug 2024 20:25:55 GMT

@geebee51 wrote:

@GD1 I forgot to mention I raised the matter of a replacement set. However I take your point and when I next ring CS I will heed your advice.

I'm sure Sky wouldn't have an issue replacing the set, however they likely need the photograph as proof the set is faulty in order to be able to arrange for a replacement.