topic Re: Sky glass to faulty out if warranty in Sky Glass

Sky glass to faulty out if warranty

Macca652 — Sun, 10 Nov 2024 02:45:30 GMT

Hi I have a sky glass to which is faulty the screen has gone all white so the images look like negative photos it's out of warranty and I don't finish paying for it till next October so no way of watching amour sky tv entertainment package which we are still paying for the contract expires next march .

we have contacted sky to see if there's a work around the options we've been given are

1- buy a new sky glass tv

2- they fan give us a sky puck at an additional £6:99 per month in a 24 month contract .

neither of which I'm willing to do not willing to pay additional cash upon top of the money already pay our view is at a minimum Sky should give us a way to watch service we are already paying for on a tv which we have bought to replace the sky glass our view is also that the sky glass isn't of a satisfactory quality we got it in. November 2021 and that it hasn't lasted long enough considering the money paid for it .
we feel that sky should give us a way to help us use the services we are already paying for instead of asking us to fork out additional money .
anybody fake had a similar experience and was it resolved ?

Re: Sky glass to faulty out if warranty

Macca652 — Sun, 10 Nov 2024 03:03:09 GMT

Meant to say anybody else had a similar experience?

Re: Sky glass to faulty out if warranty

Jporch316 — Sun, 10 Nov 2024 09:32:27 GMT

It's the same scenario if you bought a tv from anywhere else and it became defective out of warranty.....

personally I would take them up on the offer of the stream box and purchase an inexpensive used tv to get you back up and running.

Re: Sky glass to faulty out if warranty

Macca652 — Sun, 10 Nov 2024 09:46:06 GMT

Good morning I kind of object to paying more money on top of the money I'm already paying .

been a customer for 11 years I feel that if they want to keep me as a customer there are a number of options as I believe the item should at least last the length of contract .

the options I think would be

1-provide a sky box and keep me as a customer

2-provide the sky puck at no extra cost

3-off to get the tv fixed as a courtesy as we've been a sky customer for 11 years.at no extra charge .
as it stands we have a new tv obviously I can't stream my sky tv services .
we will just leave at the end of the contract in march .
thank you for your input .

Re: Sky glass to faulty out if warranty

Jporch316 — Sun, 10 Nov 2024 09:51:08 GMT

The monthly cost is for whole home (multi room)

once you receive the puck you could call sky and request the puck as your primary device and remove the tv from your account. You would then be able to be cancel the whole home add on

and carry on with your current sky subscription.

Re: Sky glass to faulty out if warranty

mikealanr — Sun, 10 Nov 2024 09:54:00 GMT

Hi @Macca652. If it wasn't of satisfactory quality when you got it in 2021, you should have dealt with it then as part of your consumer rights. You have had use from the TV for three years and it is advertised as coming with a two year warranty.

After six months it on you to prove the TV was inherently faulty: https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

You can try making a complaint to Sky: https://www.sky.com/help/articles/how-to-make-a-complaint

Also Sky have a repair partner which may be able to help: https://www.sky.com/help/articles/sky-glass-tv-repairs

But the cannot replace th TV panel itself.

MikeAlanR

Re: Sky glass to faulty out if warranty

Mister_Dalek — Sun, 10 Nov 2024 09:56:39 GMT

It's a tricky one because Sky Glass was the first of its kind. Sky had no track record of designing & building TV hardware of this type (built by TP Vision) so there was no way to test longevity of the components within it.
Most other smart TV manufacturers have years of experience, hence why retailers such as John Lewis & Richer Sounds offer free 5 or 6 year warranties with every TV they sell. But they don't sell Sky Glass. They have knowledge of how frequently other manufacturers' models last, or how prone they are to issues. Sky Glass is different to all other TVs on the market so there was always going to be an element of risk in being an early adopter.
Personally, when spending hundreds of pounds on a TV, a piece of tech used daily in most households, I would always recommend a warranty of longer than 2 years. You could pay extra to cover Sky Glass for longer via Sky Protect insurance or some other home contents insurance policy.

Re: Sky glass to faulty out if warranty

TheStraightener — Tue, 19 Nov 2024 08:06:02 GMT

Exactly the same happened to me yesterday. I've had it for exactly the same amount of time as you and also have another year left to pay it off.

all Sky did was offer me a new TV for over £600.

Strange for ours to both go within a week of each other. Wonder if any more will show up .

no way should a TV go faulty like this when it's only 3 years old.

Re: Sky glass to faulty out if warranty

Macca653 — Tue, 19 Nov 2024 08:08:10 GMT

Hi sorry it's happened to you as well they gave me the same option I said no to that then they said they can let me have a sky puck on a 24 month contract at an extra £6:99 month said not to that I'm already paying £52 fir the sky tv package so my contract ends in march I'll be cancelling .
I suggested as I have another tv to let me have a sky box with viewing card and I'll extend my contract they said no so we are parting ways Come march

Re: Sky glass to faulty out if warranty

Chrisee — Tue, 19 Nov 2024 08:11:57 GMT

@TheStraightener & @Macca652 it maybe becworth calling the Citizens Advice Consumer Service to get independent advice https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

They also can feed back to Trading Standards if indeed many Glass TVs are failing prematurely.

Re: Sky glass to faulty out if warranty

TheStraightener — Tue, 19 Nov 2024 08:14:05 GMT

It's not quite the same scenario though. Because with any other TB you can just buy another TV and continue your viewing. With Sky Glass you have no sky box and no satellite dish. So if the Glass breaks then you have NO other means of watching your Sky services.

Re: Sky glass to faulty out if warranty

bonny_bridge — Thu, 21 Nov 2024 13:36:15 GMT

Same scenario we are facing - had sky glass TV for bang on 3 years and now it won't turn on. Been through all the resets and online support but the panel has failed.

Offer from Sky is to pay £600 for a replacement TV (we still have 2 years to pay off the old TV that failed) so looking like we will be cancelling as well since we can't watch any sky channels (wife using Sky Go on her tablet for now).

Pretty frustrating so we have booked Virgin to come round and see what they can offer after we cancel Sky.

Re: Sky glass to faulty out if warranty

TheStraightener — Thu, 21 Nov 2024 21:28:29 GMT

So that's 3 of is within a week or so with a 3 year old set that's failed on them. And that's just on this board

Re: Sky glass to faulty out if warranty

Jporch316 — Thu, 21 Nov 2024 21:37:48 GMT

@TheStraightener wrote:
So that's 3 of is within a week or so with a 3 year old set that's failed on them. And that's just on this board

That's not a good barometer unfortunately as most average users only land here if they experience an issue with their tv ..........

Re: Sky glass to faulty out if warranty

TheStraightener — Thu, 21 Nov 2024 22:47:33 GMT

It shouldn't be happening to 1 in only 3 years

Re: Sky glass to faulty out if warranty

Jonothanmcg — Fri, 21 Mar 2025 19:24:25 GMT

Exactly the same just happened to mine, Switched off last night working fine and back on this morning white screen and negative style writing and pics, Sky say never encountered this problem before well at least the advisor didn't. Purchased sept 22. Awaiting a call back from sky

Re: Sky glass to faulty out if warranty

Zoltron — Sat, 22 Mar 2025 04:27:14 GMT

Lots and lots of Sky Glass Gen 1 TVs going faulty right now, my 3 year old TV went faulty 2 weeks ago and thankfully it was replaced 2 days later as I have Sky Protect.

I think anyone having similar issues with their Glass Gen 1 TVs should contact Citizens Advice and Trading Standards, because there is something very bad going on with these TVs.

I've already been stung with Sky with my Sky Live going belly up after 13 months, Sky absolutely wouldn't replace it, and I decided it was the best idea I ever did that I got the Glass covered when I did,.

I absolutely believe folk have their statutory rights under the Consumer Rights Act for the statutory period of the 6 year rule, but I do believe with such a flaky product and the failure rates we are seeing, I suspect the failure rates are higher, as these as just the cases we know about, I think it is worthwhile folk getting Sky Protect while they are still paying for the TV. When my contract is up in the next 14 months and when I've finished paying for the Glass Gen 1, then I'll cancel the subscription and sell the TV.

Re: Sky glass to faulty out if warranty

Sammylou0407 — Fri, 22 Aug 2025 10:56:47 GMT

Exactly the same thing happened to me 1 week out of warranty. We were watching it one Sunday morning when suddently the screen scrambled. We had sound but scrambled picture. Sky were no help whatsoever and only offered to replace the TV at a cost of £600.00 I was a VIP customer having been with Sky for well over 20 years. I cancelled my Sky immediately and they never even questioned me or tried to get me to stay. I am still paying for the SKY Glass and have another year to go.

Re: Sky glass to faulty out if warranty

Simon+c17 — Thu, 27 Nov 2025 17:42:57 GMT

It happened to us yesterday too 3 years in and they wont do a thing Sky customer service is awful they just want to sell you more and offer no help

Re: Sky glass to faulty out if warranty

Jonothanmcg — Thu, 27 Nov 2025 17:55:54 GMT

I bought a used board for it from ebay fitted myself and now working again. Sky are the worst