topic Problem with sky glass in Sky Glass

Problem with sky glass

frank+allen — Mon, 19 May 2025 06:30:53 GMT

Programmes will not load.

Then technical error banner.

This has been happening on and off for weeks. Have rebooted tv everyday to receive programmes

Re: Problem with sky glass

mikealanr — Mon, 19 May 2025 08:32:36 GMT

Who is your ISP and what speed is your glass getting? You can check by opening netflix > go left hand menu > get help? > Connection check. Sky say you need 25Mbps for HD and 30Mbps for UHD.

Issues like this usually point to poor broadband performance either between your Glass and your router, or router and the internet. You may have a better experience using ethernet or homeplugs and turning WiFi off in glass settings.

MikeAlanR

Re: Problem with sky glass

lettice — Mon, 19 May 2025 08:34:49 GMT

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Problem with sky glass

Anonymous — Mon, 19 May 2025 08:58:29 GMT

@frank+allen I think you are the latest customer to be a victim of the firmware error that many are experiencing and are waiting for Sky to fix. Read the marked answer in this thread and the last few pages for a possible workaround whilst we wait:

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-etc-works/td-p/4958081