topic Re: Sky Glass line across screen in Sky Glass

Sky Glass line across screen

DPF71 — Sat, 18 Jan 2025 12:54:10 GMT

We have a horizontal thin black line across the screen and after talking to tech support, it looks like we may have to purchase a new Sky Glass TV, as the warranty has run out and what could be a 'pixel' problem is not Skys issue to replace the TV.

Has anyone else on here had the same issue and has anyone reserved the issue with Sky without having to fork out on a new TV.

Thanks in advance for any help.

Darren

Re: Sky Glass line across screen

Mark39 — Sat, 18 Jan 2025 13:28:53 GMT

Have you tried leaving your TV off at the plug overnight? Others have reported similar problems resolved by leaving the TV off for an extended period.

Re: Sky Glass line across screen

Fothergill1 — Sat, 18 Jan 2025 14:02:45 GMT

Hi @DPF71 I had something similar on a Glass TV about 2 years ago when a large grey stripe appeared on the right of the scree. A normal reboot didn't help so I left the TV unplugged overnight and the line disappeared and luckily it never came back.

Give it a try but if it doesn't resolve the issue or if it keeps coming back you should call Sky for additional troubleshooting and if necessary a replacement TV (if it is still within its 24 month warranty).

Re: Sky Glass line across screen

DPF71 — Sun, 19 Jan 2025 10:39:52 GMT

Thanks for the suggestions above, unfortunately not worked and after speaking to Sky it looks like we may have to replace the TV at our own expense, which we can't afford and could be the end of our Sky glass journey.

We are having to wait up to 72 hours for another Sky department to make a decision on this, but as the member of Sky I spoke to (and was genuinely really helpful) works part time and their working hours and my own working hours don't match, I will have to wait a week before we can try anything else to try and fix the issue - apparently the job can't be transferred to other staff to suit the customer.

Really disappointed that a tech issue not caused by ourselves is going potentially be so costly - also convenient this happened just after warranty expired 🤔

Re: Sky Glass line across screen

TimmyBGood — Sun, 19 Jan 2025 10:58:20 GMT

@DPF71

Horizontal or vertical line?

The vertical ones seem more likely to clear from a power cycle: unfortunately a horizontal line is probably terminal.

Re: Sky Glass line across screen

DPF71 — Sun, 19 Jan 2025 11:07:27 GMT

Unfortunately a horizontal line 😞

Re: Sky Glass line across screen

Wheeler2 — Tue, 21 Jan 2025 16:59:00 GMT

The exact thing happened to my 43inch Sky Glass one week ago. I now have three hairline black horizontal lines across the centre of the screen. I called Sky and they told me I was out of warranty by three days and I had to fix it or replace it myself.

I have tried all of the above but nothing has worked. If anyone else has any ideas please let me know.

1. I rebooted the TV

2. checked for software's updates

3. turned off for two days and turned back on.

4. Unplugged all HDMI devices including USB.

Re: Sky Glass line across screen

IntVic — Tue, 21 Jan 2025 21:54:59 GMT

Irrespective of the tv being just out of warranty , the question I would ask myself is whether as a customer I would expect this item costing X amount of £s to still be working after 2 years?

Is the Sky Glass of satisfactory quality?

Depending on the answer(s) that might motivate me to a next action as a customer.

Re: Sky Glass line across screen

Wheeler2 — Tue, 21 Jan 2025 22:13:32 GMT

@IntVic These are good questions and I will answer them honestly. I would say this TV is not satisfactory at all considering the initial high price I had to pay. Secondly, I've had TV's in the past the that lasted over 15 years and are still going strong with family members that still use them to this day. This was actually the second Sky Glass I have owned, the first one had a fault were it kept turning itself off for no reason and wouldn't turn back on until it was power cycled and left off for 15mins. Sky replaced it as it was a known fault. I'm really disappointed with quality. I would have purchased a second Sky Glass as I love the features and the built in soundbar is excellent. However I will not be recommending Sky Glass to anyone in the future as they are unreliable.

Re: Sky Glass line across screen

IntVic — Wed, 22 Jan 2025 05:01:00 GMT

@Wheeler2

I suspect many UK customers believe that out of warranty equals out of luck but that is not necessarily true.

Google "UK consumer rights" and beyond sponsored results, you will read about UK law and the UK government's own advice and suggestions.

I have had posts removed before as being in violation of the forum's rules (fair enough) so trying to moderate my advice etc.

So here's what I would do if I had paid £1000+ for a Glass TV that developed a serious fault before 3 years of use.

Contact Sky in writing stating that the Glass is not of satisfactory quality and should work reliably for at least 4 years. I would detail the issue with my Glass and offer Sky the chance to repair/ replace or make a partial refund.

Give Sky... x amount of days to respond before making a claim via....

It does not cost a lot to lodge a claim and can be done online.

As I have said, no guarantees, but I suspect anyone hearing the claim would conclude it is reasonable to expect a £1000 television to last beyond 2 years.

Re: Sky Glass line across screen

Wheeler2 — Wed, 22 Jan 2025 12:38:49 GMT

@IntVic @Thank you for the detailed information and advice, much appreciated. I will give it a go. Hopefully something good will come from it.

Re: Sky Glass line across screen

DPF71 — Wed, 22 Jan 2025 16:58:52 GMT

@Wheeler2 thanks for this information - currently accessing the Which? website to sort out my letter to send to Sky

Re: Sky Glass line across screen

DPF71 — Thu, 23 Jan 2025 19:18:38 GMT

Consumer rights letter emailed to CEO of Sky, who passed it onto the Executive Response Group. They are not budging at all and have suggested this is going down the route of a CCA complaint.

When I said I would go back to the CEO, I got told "You are already at the highest point of escalation, we deal with cases when you write or email in to executives so this will come back through to my team and the outcome and options remain the same"

My options, so I'm told - are to buy a new Sky Glass TV.

Re: Sky Glass line across screen

Fothergill1 — Thu, 23 Jan 2025 19:25:17 GMT

Oops posted in error to an old post.

Re: Sky Glass line across screen

2muchTV — Thu, 23 Jan 2025 19:45:55 GMT

Follow Sky's complaint advice/procedure and in the meantime, prepare to lodge a case at the small claims court.t

IMHO, it is not unreasonable to expect a tv costing £1000 to work for at least 4 years.

Re: Sky Glass line across screen

2muchTV — Thu, 23 Jan 2025 19:49:44 GMT

ps... Forgot to mention... I would not consider purchasing a new Glass TV if the old one had a short life span.

Re: Sky Glass line across screen

TheStraightener — Sat, 08 Feb 2025 22:28:43 GMT

The screen totally went on mine just after the warranty period had ended. I was also told the same thing, I'd have to buy a new sky glass and still pay what I owed in the credit agreement, I also had to continue paying for Sky Live even though I couldn't use it on any other TV.

been with Sky one way or another since 1989 and all that goodwill disappeared in one phone call. This was last November and halted all my Sky services and will never return.

No way should a TV that expensive die just after 2 years, I may have been more forgiving if there was any empathy or customer services from Sky after the event, but there was absolutely nothing.

Re: Sky Glass line across screen

DPF71 — Sun, 09 Feb 2025 10:15:46 GMT

Sent emails to the CEO, which were passed onto the Customer Service Team and have been offered a new TV for £474 and they would reduce this to £374 with a £100 gesture of goodwill.

This £374 would be added onto my credit agreement of which I still have approx 21 months to pay and I have to make a decision soon.

Continued to email the CEO, who just passes emails onto the dedicated Customer Service employee allocated to get this sorted.

Not sure what next steps are but can't afford new TV and Sky don't want to budge on their offer.

Dissapointed with Sky and the stance they have taken.

Re: Sky Glass line across screen

TimmyBGood — Sun, 09 Feb 2025 10:37:10 GMT

@DPF71 wrote:

Continued to email the CEO, who just passes emails onto the dedicated Customer Service employee allocated to get this sorted.

CEOs of multi billion dollar businesses do tend not to resolve individual customer issues themselves.

Re: Sky Glass line across screen

DPF71 — Sun, 09 Feb 2025 10:49:16 GMT

I have a close friend who complained to a CEO of a multinational company and the CEO did sort out the complaint.

Should multi-billion dollar companies not support those who make the company multi-billion companies 🤔