topic Re: Fault in Sky Glass

Fault

Chris4286 — Fri, 11 Jul 2025 15:54:55 GMT

A year ago a SkyGlass outage left me without access to Netflix, which is part of my package. I can receive it on my tablet and Netflix confirm that I am registered to receive it through Sky. They checked the problem and told me that the fault is within my TV and can only be fixed by the manufacturer. I have spent a year trying to get Sky to listen and going through the App refresh process to no avail. I was promised yesterday that the advisor would take ownership, put in a report and come back to today. A different advisor called and said he would check yesterday's notes while I held. He cut me off. Why does Sky make it impossible to get through to someone who will actually help?

Re: Fault

mikealanr — Fri, 11 Jul 2025 16:27:55 GMT

@Chris4286

We are fellow subscribers here on the community. But waiting for a year is extreme? Have the tried a full reset of your TV? Have you tried signing out of all devices on netflix? What is the actual fault? Is there a code etc.

Your only other option is to formally complain: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

Re: Fault

Chris4286 — Fri, 11 Jul 2025 16:45:05 GMT

All avenues have been explored and Netflix identify the problem as a fault peculiar to my equip that is not fixable by the manufacturer. Sky does not understand and fobs me off. It's easier to do that and hope I will go away than to actually take action that might cost them.

Re: Fault

Chris4286 — Fri, 11 Jul 2025 16:47:29 GMT

My reply did not appear as I wrote it. Netflix identify the problem as being peculiar to my equipment and can only be fixed by the manufacturer.

Re: Fault

Mark39 — Fri, 11 Jul 2025 17:32:53 GMT

Manufacturer of the Glass TV? I have to admit I'm struggling to understand how Netflix could come to the conclusion that the issue is unique to your tv, amongst the millions(?) of Glass TVs in use. I've not seen an unsurmountable Netflix/Glass reported previously.

Perhaps if you can help with with the questions @mikealanr raised we may be able to help, or escalate to Sky?

Re: Fault

Chris4286 — Fri, 11 Jul 2025 19:11:15 GMT

The Netflix belief is that the outage blew a component in a motherboard.

Re: Fault

Anonymous — Fri, 11 Jul 2025 19:38:45 GMT

@Chris4286 But how can that stop you logging into Netflix and not affect anything else? It's very strange. A component in the motherboard failing would surely cause more serious issues overall?

Re: Fault

Mark39 — Fri, 11 Jul 2025 19:53:38 GMT

@Chris4286 wrote:

The Netflix belief is that the outage blew a component in a motherboard.

I really can't see how Netflix can even hypothesize that. Just your Glass TV? Sounds like unfounded speculation to me.

Re: Fault

MarkGoldsmith — Fri, 11 Jul 2025 20:45:05 GMT

@Anonymous wrote:
@Chris4286 But how can that stop you logging into Netflix and not affect anything else? It's very strange. A component in the motherboard failing would surely cause more serious issues overall?

That's exactly my thought

Re: Fault

Chloe-W22 — Mon, 14 Jul 2025 14:30:58 GMT

Hey @Chris4286 ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

I've escalated your post to one of our Community Messaging advisers to provide you with an update on next steps, keep an eye out for the chat bubble appearing on the Community screen. For more information on this service, you can see here.

Re: Fault

Lisa-P1987 — Mon, 14 Jul 2025 16:13:50 GMT

Thanks for escalating this. We’ve sent Chris4286 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Fault

Chris4286 — Tue, 15 Jul 2025 12:24:54 GMT

Romana of Sky is back on the case and pursuing a solution via a tech team. Thanks to all those who have offered their advice.

Re: Fault

Lisa-P1987 — Tue, 15 Jul 2025 12:31:03 GMT

Thanks for the update @Chris4286 we will close your chat for the moment as it is already being managed elsewhere.