topic Re: Sound but no picture in Sky Glass

Sound but no picture

Julie271 — Wed, 12 Mar 2025 16:22:24 GMT

Every time I turn on sky glass and pick something from the playlist I either get wait for your programme to load or sound but no picture.
I've updated the system but the only way to sort it is to turn off for 10 minutes and start again, it also happens on the 2nd tv

if I use watch from the start, as soon as the live programme finishes whatever I'm watching freezes.

i have to say I'm at the point of binning the most expensive waste of money and time I've ever had

Re: Sound but no picture

Anonymous — Wed, 12 Mar 2025 16:27:44 GMT

Hi @Julie271

To begin can we find out what speed your glass TV is getting please?

Open the Netflix app on Sky.
Go to Get Help in the sidebar.
Select Check Your Network.
Note the download speed displayed and share it here. Consider doing it a few times to see if there is any fluctuation

Re: Sound but no picture

Julie271 — Wed, 12 Mar 2025 17:34:54 GMT

262 mbps average

Re: Sound but no picture

Jporch316 — Wed, 12 Mar 2025 18:19:59 GMT

Hi @Julie271

@have you pulled the plug completely for a few minutes ? Can sometimes help with these type of glitches

Re: Sound but no picture

Julie271 — Wed, 12 Mar 2025 19:49:35 GMT

Yes everyday it's the only way to get it working

Re: Sound but no picture

Jporch316 — Wed, 12 Mar 2025 20:20:50 GMT

@Julie271 wrote:
Yes everyday it's the only way to get it working

Who provides your internet ?

Re: Sound but no picture

Julie271 — Wed, 12 Mar 2025 20:26:38 GMT

Virgin, no problems with any other devices, I work from home with no issues

Re: Sound but no picture

Anonymous — Wed, 12 Mar 2025 20:30:10 GMT

@Julie271in Settings > Star up and standby is "Network standby mode" on, and is "Overnight power saving" off? If not, it might be worth trying those settings in case standby mode losing network is potentially causing issues when you are using it. A bit of a long shot this one!

Also, do you notice this happening more after using certain apps? For example does it tend to happen more after using Discovery+ or ITVX?

Re: Sound but no picture

Jporch316 — Wed, 12 Mar 2025 21:50:09 GMT

@Julie271

Also worth rebooting your Virgin router.

I will also escalate your post to the sky community online support team

Re: Sound but no picture

Addie15 — Thu, 13 Mar 2025 10:19:14 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Julie271.

Re: Sound but no picture

LindseyLou — Sun, 04 May 2025 19:24:17 GMT

I am the same - sky glass has stops working after 5 mins - black screen but still have sound. Tried everything suggested but still not working!! Watching TV off a laptop and paying for the pleasure of having a useless tv!!

Re: Sound but no picture

Jporch316 — Sun, 04 May 2025 20:42:03 GMT

@LindseyLou wrote:
I am the same - sky glass has stops working after 5 mins - black screen but still have sound. Tried everything suggested but still not working!! Watching TV off a laptop and paying for the pleasure of having a useless tv!!

Hi @LindseyLou

@see below up to date thread with users with same issue

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-etc-works/m-p/4975435#M164032

@lettice please merge with main thread

Re: Sound but no picture

Disappointed1- — Thu, 30 Jul 2026 18:21:56 GMT

I have had sky glass from the beginning when it was not fit for purpose with so many software issues it should not have been released. This audio with no picture is a recent thing. I wish I had not wasted my money on this rubbish. I have already left sky broadband and as soon as the sky glass contact is over I will be buying a proper TV, and leaving sky. I will also be leaving sky mobile once the contract is over, I would not recommend sky on the contrary I recommend avoid sky.