topic Re: Issues with Sky Glass in Sky Glass

Issues with Sky Glass

Freddie290410 — Tue, 22 Oct 2024 12:09:12 GMT

I've been experiencing issues with my Sky Glass TV for a while now.

It's becoming increasingly frustrating, I've tried calling Sky but with very little difference to solving the problem.

Two main issues:

1. It stops/freezes/turns itself off with a "cannot connect to the internet" message. I unplug, restart etc etc and it still won't connect. After a period of time it reconnects, however it is becoming more frequent and in all honesty I don't think it's fair that we have to go through the switch on/switch off, wait for reconnection process almost daily.

2. The second issue which has started more recently is a freezing of the picture and a really awful noise like a jackhammer. The only way to resolve this is to unplug, switch off and switch on, wait for reconnection. Again I don't think this is fair to expect customers to follow this process every time it happens.

Clearly there are technical issues with the Sky Glass TV and I would like Sky to resolve the issue.

Can anyone offer advice on next steps? I've tried calling and I get advised to go through all the steps outlined above. I'm at the point of not wanting the TV any more.

Thanks 👍

Re: Issues with Sky Glass

Jporch316 — Tue, 22 Oct 2024 17:13:00 GMT

@Freddie290410 wrote:
I've been experiencing issues with my Sky Glass TV for a while now.

It's becoming increasingly frustrating, I've tried calling Sky but with very little difference to solving the problem.

Two main issues:

1. It stops/freezes/turns itself off with a "cannot connect to the internet" message. I unplug, restart etc etc and it still won't connect. After a period of time it reconnects, however it is becoming more frequent and in all honesty I don't think it's fair that we have to go through the switch on/switch off, wait for reconnection process almost daily.

2. The second issue which has started more recently is a freezing of the picture and a really awful noise like a jackhammer. The only way to resolve this is to unplug, switch off and switch on, wait for reconnection. Again I don't think this is fair to expect customers to follow this process every time it happens.

Clearly there are technical issues with the Sky Glass TV and I would like Sky to resolve the issue.

Can anyone offer advice on next steps? I've tried calling and I get advised to go through all the steps outlined above. I'm at the point of not wanting the TV any more.

Thanks 👍

how are you connected to your router ? If WiFi can you try temporarily using an ethernet cable and turning off the wifi in the settings

if the issue persists please report back and I can escalate your post to the online sky community support team

Re: Issues with Sky Glass

JHH1 — Fri, 24 Jan 2025 12:47:36 GMT

Re your second item, I am often having the same problem with screen freezing and horrendous noise. I carried out routine advised by Sky help but the problem continues. This is an issue which SKY should own up to and remedy.

Re: Issues with Sky Glass

Fothergill1 — Fri, 24 Jan 2025 13:50:07 GMT

@JHH1 It sounds as though your Glass TV has developed a fault. Give Sky a call for some troubleshooting and if it is still within the 25 month warranty you could discuss a replacement.

If Sky is your mobile provider you can phone them by dialling 150.

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.

Re: Issues with Sky Glass

JHH1 — Fri, 24 Jan 2025 14:01:59 GMT

Many thanks. I did speak with Sky and they checked things remotely and advised that the issue is likely a break/stutter in the internet connection. Reset and will see how things go.

Re: Issues with Sky Glass

Zombie+Warrior — Sun, 26 Jan 2025 12:54:23 GMT

Im also getting no2 issues as you are with no answers. Varies from 1-2 times a week to once every 2-3 months ?

Re: Issues with Sky Glass

Freddie290410 — Sun, 26 Jan 2025 14:06:12 GMT

Definitely a fault. Got to say I'm struggling with the support, go through resets of the TV but nothing seems to work.

Re: Issues with Sky Glass

Freddie290410 — Sun, 26 Jan 2025 14:10:27 GMT

Also tried the ethernet cable and it has stopped the disconnection issue. However, it has developed a "lag" - especially with thevisual picture vs. audio on live sport...the commentary is ahead of the picture and it makes live sport almost unwatchable.

Re: Issues with Sky Glass

Mitch100124 — Tue, 04 Feb 2025 11:44:50 GMT

I have had similar issues with the Puck.

* Screen going black

* Getting a 4 section division on the screen

* lip sinc is out

Done all the resets with sky, checked with the internet supplier and its ok. Got a new puck, the problem frequency has reduced but still there.

I believe there are issues other than the lip sinc i have not been told about.

Were do you go if its not sorted, Legal??

Re: Issues with Sky Glass

Anthonywall56 — Thu, 08 May 2025 10:04:24 GMT

I have the same problem with my sky glass and all I get is switch Internet off and back on again I have Evan gone to sky's super fast Internet witch is not cheap

Re: Issues with Sky Glass

Zombie+Warrior — Thu, 08 May 2025 10:16:36 GMT

I'm been having the same issue for over a year with no "fix"

Re: Issues with Sky Glass

dm251 — Sat, 10 May 2025 07:19:47 GMT

I got through to sky a d after them trying from there side decided to replace my tv because they could not reset it

Sky Glass and Pug issues

PhillipT1 — Sat, 10 May 2025 07:51:59 GMT

I have had all the problems mentioned above with both the glass and pug. It is happening on a regular bases, weekly. It's so frustrating I no longer recommend the system to my friends and colleagues.

Re: Issues with Sky Glass

vito160 — Mon, 12 May 2025 12:40:27 GMT

I have had theses problems with the Glass and the pucks for months/years I have always been told it is a local problem (my home) I now virgin broad band 1g so how can it be, but still I get it freezing, no internet connection, waiting to load, sometimes even after adds it asks for my PIN code and I have been watching for 46 mins, it really does have a mind of its own, just a shame I am paying for it to decide when and what I can watch

Re: Issues with Sky Glass

ukbigdave2 — Sun, 15 Jun 2025 16:46:46 GMT

Wonder how many people need to complain before they find a fix, it's ridiculous. Very easy to blame the internet (on virgin 1gb, funny no other devices have any issues, and resetting Sky Glass resolves it). We are on second TV as returned the first one after 3 months (we complained in the 30 day initial window). Gen 2 is no better.

I keep hoping they will fix via a software fix now more and more people seem to be getting it. If its a hardware issue... RIP!

Does anyone know if using a WiFi->Ethernet bridge to connect the TV via Ethernet will work? Feels like a pretty analogue solution in 2025, but if it works, might have to get one.

Re: Issues with Sky Glass

Jporch316 — Sun, 15 Jun 2025 18:47:56 GMT

@ukbigdave2 wrote:
Wonder how many people need to complain before they find a fix, it's ridiculous. Very easy to blame the internet (on virgin 1gb, funny no other devices have any issues, and resetting Sky Glass resolves it). We are on second TV as returned the first one after 3 months (we complained in the 30 day initial window). Gen 2 is no better.

I keep hoping they will fix via a software fix now more and more people seem to be getting it. If its a hardware issue... RIP!

Does anyone know if using a WiFi->Ethernet bridge to connect the TV via Ethernet will work? Feels like a pretty analogue solution in 2025, but if it works, might have to get one.

Powerline adapters are a better fix ........

Re: Issues with Sky Glass

sam808 — Sun, 10 Aug 2025 06:21:44 GMT

Im having the same problems since I got the tv in January. Now it's hard wired to the ehtetnet it's still the same every day have to switch off at the plug as all buttons on tv and remote don't have any effect all you have left is the plug. And now it's tripping the fuse box in the house which is less than 2years old had the house rewired then so it's there problem and we're just being fob off with excuses instead of a fix or replacement or our money back

Re: Issues with Sky Glass

Fothergill1 — Sun, 10 Aug 2025 09:43:20 GMT

Hi @sam808 and welcome to the forum. If your TV is causing of your electricity to trip then there is obviously an issue with the it. I see you have only had it since January so it is still well within the 24 month warranty period.

If Sky continue to fob you off I would make a formal complaint (see the following links):

How to make a complaint

Making a complaint form

Good luck.

Re: Issues with Sky Glass

sam808 — Sun, 04 Jan 2026 06:42:27 GMT

Sky are of no use whatsoever i had arranged a call back with one of there technician. Which never happened then was bombarded with emails saying we tried getting in touch with you but have had no reply so you case has been closed. I've since tried to contact sky with the same issue and have been put through to someone in India. I've just given up all they want is your money by any means possible big companies don't see us as people were just a cash cow with no rights and onones on our side to stop us being ripped off yet again. (Everyone on this forum can't be wrong but still we're the ones left paying for it)

Re: Issues with Sky Glass

MichaelBTW — Wed, 25 Feb 2026 18:27:31 GMT

I am at the end of my thether with these issues. I can sit there and watch through it cycling... no internet... internet... no internet... internet. NOTHING else in the house has an issue with the internet. Much like you guys I have tried everyting.

The worse thing I have done recently is DOUBLE (almost TRIPLE) our internet speed. From a relatively stable couple of months with Sky Glass and the Pucks we are having issues hourly. Make that make sense.

I cannot wait to leave Sky. After being a customer for years there is no longer a benefit. I appreciate these are first world problems but they are driving me mad.