topic Re: Sky Glass Gen 2 Not working in Sky Glass

Sky Glass Gen 2 Not working

philexmob — Tue, 11 Mar 2025 08:17:26 GMT

This us a new installation, went to Virgin their router was faulty and couldn't be repaired until May (from around 6/3 !!!) so told them the expect it back.

Came back to Sky and included Glass. Took a week without Internet but received the TV and tried logging on today.

The start up bar comes on then the blue wall " technical issues" and won't load.

Anyone know what could be wrong?

Re: Sky Glass Gen 2 Not working

Jporch316 — Tue, 11 Mar 2025 09:28:33 GMT

@philexmob wrote:
This us a new installation, went to Virgin their router was faulty and couldn't be repaired until May (from around 6/3 !!!) so told them the expect it back.
Came back to Sky and included Glass. Took a week without Internet but received the TV and tried logging on today.
The start up bar comes on then the blue wall " technical issues" and won't load.
Anyone know what could be wrong?

Try pulling the plug for a few minutes to see if this clears the glitch

Re: Sky Glass Gen 2 Not working

Jporch316 — Tue, 11 Mar 2025 10:57:43 GMT

@Jporch316 wrote:
@philexmob wrote:
This us a new installation, went to Virgin their router was faulty and couldn't be repaired until May (from around 6/3 !!!) so told them the expect it back.
Came back to Sky and included Glass. Took a week without Internet but received the TV and tried logging on today.
The start up bar comes on then the blue wall " technical issues" and won't load.
Anyone know what could be wrong?
Try pulling the plug for a few minutes to see if this clears the glitch

Also is your internet package active yet ? The tv requires a working connection to activate

Re: Sky Glass Gen 2 Not working

philexmob — Tue, 11 Mar 2025 16:04:27 GMT

No offence but I've done the obvious.

The Sky support team have never heard of this before and even looked on here to see if there were any other examples.

They suggested resetting via on/off and mains which worked to a point.

Now it has been stuck on the "Updating software" page for the last 8 hours without movement while I was at work.

Gone through the process to get to this point - 7&9 for 3 seconds etc numerous times.

Time to call back.

Re: Sky Glass Gen 2 Not working

Jporch316 — Tue, 11 Mar 2025 16:12:51 GMT

@philexmob wrote:
No offence but I've done the obvious.

The Sky support team have never heard of this before and even looked on here to see if there were any other examples.
They suggested resetting via on/off and mains which worked to a point.
Now it has been stuck on the "Updating software" page for the last 8 hours without movement while I was at work.
Gone through the process to get to this point - 7&9 for 3 seconds etc numerous times.

Time to call back.

The usual fix for stuck on the updating screen is to plug in an ethernet cable and restart the process

Re: Sky Glass Gen 2 Not working

philexmob — Tue, 11 Mar 2025 17:22:27 GMT

Managed to do this thanks after 6 people on the phone.

(Thanks Tom)

Now I'm blocked as it won't accept the bank details- the same one used to sign in when phoning and the one linked to the direct debit account or last 4 digits of my phone number.

Getting tedious now.

Re: Sky Glass Gen 2 Not working

Jporch316 — Tue, 11 Mar 2025 18:33:15 GMT

@philexmob wrote:
Managed to do this thanks after 6 people on the phone.
(Thanks Tom)
Now I'm blocked as it won't accept the bank details- the same one used to sign in when phoning and the one linked to the direct debit account or last 4 digits of my phone number.

Getting tedious now.

When you get stuck on this part pull the plug with the tv on and wait a minute or two then boot back up and it should skip this step

Re: Sky Glass Gen 2 Not working

philexmob — Tue, 11 Mar 2025 19:24:00 GMT

Please nobody say unplug etc it's nothing to do with this.

After 12 hours I've got it working thanks to Jordan.

Had to ethernet direct to break the loop.

Problem now is it can't see the WiFi from where the old puk and Smart TV was without any signal issues!

I can't move the router as its not practical so am getting extenders tomorrow.

If this doesn't work the kit is getting sent back.

Re: Sky Glass Gen 2 Not working

MarkGoldsmith — Tue, 11 Mar 2025 19:34:21 GMT

@philexmob wrote:
Please nobody say unplug etc it's nothing to do with this.
After 12 hours I've got it working thanks to Jordan.
Had to ethernet direct to break the loop.

Problem now is it can't see the WiFi from where the old puk and Smart TV was without any signal issues!
I can't move the router as its not practical so am getting extenders tomorrow.

If this doesn't work the kit is getting sent back.

May be worth going with power line adapters rather than WiFi extenders.

Re: Sky Glass Gen 2 Not working

Jporch316 — Tue, 11 Mar 2025 19:49:12 GMT

Agree with @MarkGoldsmith

@extenders or boosters won't be much help - powerline adapters or a mesh wifi network would be much better