topic Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025 in Sky Glass

Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 12:52:14 GMT

I spent SEVEN HOURS on line with the Sky Expert on 7 March 2025
Did all the things done before, the expert kept insisting I had to switch my Digital audio output HDMI eARC to Dolby Digital - I explained that was not an option on my SKy Glass - I only have, AUTO, PCM Stereo or Passthrough to choose from.
I gave them my TV build number they said it was the latest and I must have the Dolby Dig output option. In the end I was reduced to sending them pictures to prove I do not - I am old and crippled but not stupid.
In the end they gave up, said it needed a Sky Expert from the next higher tier.

Apart from the subtitle problems that weren't ironed out before Glass was launched have enjoyed pretty good problem free viewing for 30 months - but Glass 2 is launched and hey presto at 12.00hrs GMT on 1 March 2025 my 2.5yr old Sky Glass turns into a piece of junk that I cannot even use to play a Blu Ray disc on. The speech disappears after 30 seconds on Sky Channels, sometimes in 'MUSIC' viewing mode I can get 30 minutes on C4 & apps like ITV X and wonder of wonders I managed to watch the whole of 'Lincoln' film on Prime app yesterday.
Unfortunately my crumbling spine has compromised my diaphragm and since that 7 hours marathon I have not felt well enough to battle through Sky barriers for the past fortnight. Speech is arduous & exhausting for me but I'd like to know where can I find these wondrous higher tier experts - I am still paying for silence.

How do you get any customer service from Sky?

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

Jporch316 — Fri, 21 Mar 2025 13:22:15 GMT

Hi @OldCardiffGirl

I have escalated your post to the sky community online support team .... they will contact you through a message on this forum to offer support

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

Mr+Flibbles+86 — Fri, 21 Mar 2025 13:25:09 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:32:14 GMT

I cannot go through another seven hour marathon explaining the same thing three times and doing the same high tech switch it off switch it on pver and over again. Telling them I haven't got Dolby digital option and not being believed until I sent them photo of screen and then just told oh well will have to escalate it somewhere else.
I presume that the Sky Expert from 7 March has given you what they tried to so;ve the problem?

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

Jporch316 — Fri, 21 Mar 2025 13:33:33 GMT

@OldCardiffGirl

Best to reply to the message they sent you

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:35:19 GMT

Thanks for trying to help
This happened back on the 7 March - through to a Sky Expert for seven hours and then they said had to escalate to another tier

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:37:34 GMT

Will try thanks

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

Mr+Flibbles+86 — Fri, 21 Mar 2025 13:37:58 GMT

Good afternoon. If on the previous chat it wasn't possible to resolve the issue and it need to go to tier 2, then the next step would have been to call in on 150 from a sky landline or mobile and ask to speak to the glass tier 2 team, and they would then assist further.

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:39:08 GMT

Hello @Mr+Flibbles+86
What do you want me to do?

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:41:46 GMT

Thank you
Wilco

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 13:47:35 GMT

150 Automated line just put me through to sky.com/glassinfo with alll the same stuff as on website

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 16:07:13 GMT

Managed to get through to Glass Tier 2 Support team
Lovely patient chap - he tried very hard unfortunately he couldn't fix it - sound bar is what I call technically quanked & needs a new one.
And wouldn't you know it... of course it is out of warranty now... just as these lovely Sky Glass Gen 2 are being pushed.
30 months and it is a pile of junk which you cannot even use to play discs, consoles etc
Haven't even finished paying for the pile of scrap.... another 18 months paying for er.... silence
Suggested I could pay off remainder on the clapped out Glass and buy a lovely new Sky Glass Gen 2
Blow that - even in wheelchair I can get to the rear of the set to fit leads for a soundbar.
Tinnitus & hearing loss in treble range put pay to using the TV for listening to music or have surround sound etc - but I would be so grateful for any suggestions for an easy out of the box & go basic soundbar I can fit to Sky Glass 55" - cheapie more Yamaha than Bose.
HDMI #2 I presume but any advice about fitting gratefully received,
Thanks for answering quer in the first place too

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Fri, 21 Mar 2025 16:35:01 GMT

Managed to get through to Glass Tier 2 Support team thanks
Lovely patient chap - unfortunately he couldn't fix it - thinks sound bar is broken.
And wouldn't you know it... of course it is out of warranty now... just as these lovely Sky Glass Gen 2 are being pushed.
30 months and it is a pile of junk which you cannot even use to play discs, consoles etc
Haven't even finished paying for the pile of scrap.... another 18 months paying for er.... silence
Suggested I could pay off remainder on the clapped out Glass and buy a lovely new Sky Glass Gen 2 😂 😂 😂

Re: Speech track disappears on Sky Glass since 12.00hrs GMT 1 March 2025

OldCardiffGirl — Sun, 23 Mar 2025 18:51:46 GMT

The complete answer is in the absence of any support from Sky I bought one of the Sony 150 sound bars. Cheap and cheerful on sale at Curry's & does the basics - far better than no sound or forking out £342 and having to fork out for a new TV as well.