topic Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound. in Sky Glass

Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Bill+Ross — Thu, 16 May 2024 19:32:24 GMT

So TV off, switch Sky Glass on, and sound from playlist program plays, the main menu is on screen, no preview pane in bottom right. Select TV guide, select a program, preview window appears in bottom right stating "Loading", then displays "Technical Fault". We're on our third TV by now, Sky send out a replacement glass tv, two days later, exactly the same problem. Helpdesk guy says "I've never heard of this before", that's why they replaced it. Before anyone says just unplug it for a few minutes, Been there, Seen it, Done it. I can't think of any other appliance or equipment that requires you to switch off ,leave for a few minutes, then switch on every couple of days. Personally I think that the "system" isn't fit for purpose, and Sky are just taking the **bleep**. I used to think issues with Sky Q were bad, but they were nothing compared to Sky Glass.

Anyone else had this issue?

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Exiled-in-HH — Fri, 17 May 2024 08:56:36 GMT

Might be a good idea to make a formal complaint rather than talk to Sky CSs😉

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Fothergill1 — Fri, 17 May 2024 11:14:01 GMT

Can I suggest that before going down the route of a formal complaint the post clearly says it has been escalated so maybe wait to see if that brings any resolution.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Exiled-in-HH — Fri, 17 May 2024 14:45:59 GMT

@Fothergill1 do you mean @Bill+Ross is on a third TV and heading for a fourth?

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Fothergill1 — Fri, 17 May 2024 15:32:48 GMT

@Exiled-in-HH Yes, there is no question that they are certainly having a hard time and all credit for persevering, I would probably have given up. I know the Glass TV is only a mediocre TV with some rather suspect quality control but I can't believe all 3 of the Glass TVs have the same fault. I would suspect there maybe some other issue at play but other than network couldn't hazard a guess what it is. I note they also had issues with Sky Q which although wasn't perfect it was a pretty stable platform in the end..

My point was now that it has been escalated lets see what happens. Then maybe make a formal complaint if the issues still persist.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Martin145 — Sat, 07 Dec 2024 21:56:53 GMT

Hi. Was this problem finally resolved as my tv is doing exactly the same thing?

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Bill+Ross — Sun, 08 Dec 2024 15:08:21 GMT

Sky cancelled my agreement, and took the TV back.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

TonysPC — Mon, 09 Dec 2024 17:23:31 GMT

Our Glass TV started doing the same thing after the last update.

it only happens after watching a programme on Paramount +, even if you close the app and watch something else before switching off.

Only fix seems to be a restart.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Martin145 — Sat, 14 Dec 2024 21:32:57 GMT

Sorry but did that work?
as I have reset my tv twice, going back to factory settings and it's still happening.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

TonysPC — Sun, 15 Dec 2024 09:05:21 GMT

Sorry my message was a bit misleading.

Restarting (I would not reset to factory settings) is not a permanent fix but it enbles the set to recover and then continue as normal.

If I watch another programme on Paramount+ then it happens again and a restart puts it back to normal.

We have to wait for a software update of either Glass or the Paramount+ app for a permanent fix.

Re: Sky Glass playing sound from playlist program when in tv guide, no picture, just sound.

Martin145 — Sun, 15 Dec 2024 13:36:46 GMT

Thank you for clarifying the matter. I will go back to Sky again.