topic Re: Rubbish system in Sky Glass

Rubbish system

CrapWi-Fisky — Mon, 14 Apr 2025 08:00:10 GMT

I'm having to reset the sky glass every few hours. This is not good enough. The internet is crap. The upstairs puck

loses internet all the time. The glass comes up with errors every few hours. This is a disgrace.
I want to make a formal complaint.
im still waiting on my "super WiFi" as open reach have been and made a mess in the back garden... now waiting for you to connect it up.
if this is not sorted soon, I will be cancelling and form a complaint with the ombudsman. This is absolute the lowest sky have crept. Wish I had stayed at virgin... [content removed]

Moderator note: language removed

Re: Rubbish system

TimmyBGood — Sun, 13 Apr 2025 16:54:59 GMT

@CrapWi-Fisky

If the internet connection itself (or WiFi coming from it) has problems then Glass is always going to struggle.

Note that cancelling part-way through a broadband installation inevitably complicates the situation even further and adds more delays.

Complaints go to Sky and then the appointed Alternative Dispute Resolution service.

https://www.sky.com/help/articles/alternative-dispute-resolution

Re: Rubbish system

Steve93 — Sun, 13 Apr 2025 18:59:19 GMT

I have Sky Glass 2 connected to Virgin Hub 5x via Ethernet, the odd issue but nothing major, ie WFS but I'm still on Build version QS034, waiting for OS036 that should resolved WFS, other that that love it, likewise with the puck in the kitchen, connected via WiFi, perfect & that is on QS035, the kitchen is in the next room to where the Virgin Hub is & there's only 2 of us using the WiFi at any one time, also I'm on 1 gig plan.

Would never go back to Q, anyway no dish anymore

Re: Rubbish system

peter-marlow+1966 — Sun, 13 Apr 2025 19:16:09 GMT

I have 2 55inch sky glass tvs both connected to the Internet by ethernet cable a sky live camera a puck, i have sky gigafast broadband 900mps and have had no problems at all with any of these or any other of devices

Re: Rubbish system

Anonymous — Sun, 13 Apr 2025 19:47:11 GMT

@CrapWi-Fisky Are Sky your internet service provider? If not, then how can it be their fault you can't connect to a service that relies on the internet?

If they are then rant away!

Re: Rubbish system

peter-marlow+1966 — Sun, 13 Apr 2025 20:05:22 GMT

Yes sky is my broadband provider

Re: Rubbish system

peter-marlow+1966 — Sun, 13 Apr 2025 20:08:12 GMT

If they are your broadband provider and you say you have slow broadband you can connect them they can check your broadband by running a test from their end and if there is an issue get open reach on it and sort it out

Re: Rubbish system

CrapWi-Fisky — Mon, 14 Apr 2025 09:04:33 GMT

Sky is my internet provider. The sky glass will

lose signal every hour or so. The puck upstairs loses internet during the later evenings.
it's that bad we cannot watch a full program on the sky glass. I should've stayed with virgin. Crap company but outrageously fast internet.
I've had no help from sky. So I have spoken to a solicitor this morning as I'm paying for a service that is not provided.

Re: Rubbish system

Mark39 — Mon, 14 Apr 2025 10:41:07 GMT

What have Sky said about,your wifi issue?

Re: Rubbish system

2muchTV — Mon, 14 Apr 2025 10:59:32 GMT

@CrapWi-Fisky "...I've had no help from sky. So I have spoken to a solicitor this morning as I'm paying for a service that is not provided. .."

Before pursuing the expense of a solicitor are you 100% sure that Sky is NOT providing the service you paid for?

First, Sky should provide broadand at whatever speed to your ONT/ hub and that can be tested independently by connecting a computer/laptop using an ethernet cable.

WiFi from the hub is a different matter and you can revert to Sky's WiFi guarantee as shown here https://www.sky.com/help/articles/wifi-guarantee

I chose to go down the route of purchasing my own mesh system which ensures that I have WiFi in every room, garden and driveway. Your money might be better spent there than on a solicitor... but that's just my opinion.

Re: Rubbish system

CrapWi-Fisky — Mon, 14 Apr 2025 11:32:01 GMT

I even have Wi-Fi guarantee (promise) they recon they are living up to that. I've just sat down... had to reset the whole system again. It's just not worth it

Re: Rubbish system

2muchTV — Mon, 14 Apr 2025 12:23:00 GMT

@CrapWi-Fisky ".... I've just sat down... had to reset the whole system again. It's just not worth it..." I hear you.

If you or someone you know is up to setting up your own mesh system, I would suggest that it should pay for itself by..... "just working" 😊

ps... I am no apologist for Sky, and do not get my broadband from them. I understand Sky has over 5 million broadband customers, many I would assume, do not have much of a clue how broadband and WiFi works etc but just need something that "just works".

I use a small ISP (Aquiss) who has just 11K customers and they do not supply any equipment or give any WiFi guarantees. Aquiss are not the cheapest either, but in 3 years, I have not had a single broadband outage and when I have contacted them with a query, I get a response within a day at most.

Re: Rubbish system

Mark39 — Mon, 14 Apr 2025 12:41:43 GMT

@CrapWi-Fisky wrote:

I even have Wi-Fi guarantee (promise) they recon they are living up to that. I've just sat down... had to reset the whole system again. It's just not worth it

Sky's wifi guarantee is for a lowly 3Mbps to each room. That's nowhere near enough to provide a reliable connection to Sky Glass or a streaming Puck, which is most likely why you're having these problems.

Wifi is notoriously fickle and varies from home to home, which is why Sky guarantee only 3Mbps. Beyond the wifi guarantee Sky are responsible only for providing a Guaranteed Minimum Download speed to your broadband Hub. Providing they're doing that I doubt that a solicitor or ombudsman can help you.

You might need to consider alternative ways to connect your Glass and your Puck, for example a mesh wifi system, or ethernet cable, or power line adaptors.