topic Re: Skyglass gen2 in Sky Glass

Skyglass gen2

LauraineM — Thu, 18 Sep 2025 14:22:32 GMT

Hello there,

I am having picture issue with rainbow line on my tv screen. I have bought the tv since February 2025 and is already not working properly.

you cannot imagine my frustration after been on the phone almost every day for the last 2 weeks, spending one hour with different suggestion.

i have asked for an engineer intervention to sort it out and I have been told there is none available for skyglass.

I have tried to reboot the broadband, different wall socket, reset tv, software update etc... customer service hasn't a got a solution for me and it looks like I am stuck with an expense tv that I am still paying, not working... I am sooooo diapointed.

any suggestion please ?

Re: Skyglass gen2

BenJoBanjo — Thu, 18 Sep 2025 14:46:46 GMT

@LauraineM wrote:
Hello there,
I am having picture issue with rainbow line on my tv screen. I have bought the tv since February 2025 and is already not working properly.
you cannot imagine my frustration after been on the phone almost every day for the last 2 weeks, spending one hour with different suggestion.
i have asked for an engineer intervention to sort it out and I have been told there is none available for skyglass.
I have tried to reboot the broadband, different wall socket, reset tv, software update etc... customer service hasn't a got a solution for me and it looks like I am stuck with an expense tv that I am still paying, not working... I am sooooo diapointed.
any suggestion please ?

When you say a rainbow line, do you mean that it actually won't boot up? You can't even get to the home screen?

If you can get to that stage, what broadband speed is reaching the TV? To find out, open the Netflix app, go the help menu and run a network check. What speed is reported as being received?

Re: Skyglass gen2

Hunter2660 — Thu, 18 Sep 2025 14:46:48 GMT

Leave it unplugged overnight, seems odd but it has worked in the past. If that doesn't work Sky are required to replace your TV under warranty.

Re: Skyglass gen2

LauraineM — Thu, 18 Sep 2025 16:47:22 GMT

I can have few hours with perfect picture then for no raison, rainbow lines cover the whole screen, even on home page and different apps, making it impossible to watch anything.

New tv absolutely useless, I really don't know what to do now...

I will try your few tips but I feel like I should not be doing this with a 7 months product.

Re: Skyglass gen2

TimmyBGood — Thu, 18 Sep 2025 17:02:06 GMT

@LauraineM

There is no 'engineer' support for Glass or Stream. It's a different business model to the legacy satellite television platforms: historically, expecting customers to climb a really tall ladder to install a dish just wasn't reasonable ; )

I'd suggest insisting on a warranty replacement: there's no realistic alternative solution.

Re: Skyglass gen2

LauraineM — Thu, 18 Sep 2025 16:53:20 GMT

Broadband speed is about 285.57 Mbps

is this not enough?

Re: Skyglass gen2

BenJoBanjo — Thu, 18 Sep 2025 17:22:55 GMT

@LauraineM wrote:
Broadband speed is about 285.57 Mbps
is this not enough?

That's way more than enough broadband speed. It sounds more like you have a deeply embedded firmware issue going on. I would insist on getting a replacement from Sky whilst you are still in warranty.

Re: Skyglass gen2

lettice — Thu, 18 Sep 2025 18:11:15 GMT

@LauraineM

At the bottom of this Sky help article, on picture issues, click on 'No I still need help' at the bottom of the article.

It will offer some chat options and a call number.

Suggest for your issue, to call Sky on the number there and if suggested get a replacement Sky Glass TV under your warranty.

https://www.sky.com/help/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-tv/articles/picture-help-sky-glass

Re: Skyglass gen2

2muchTV — Fri, 19 Sep 2025 04:19:40 GMT

@LauraineM I believe the Sky warranty is 2 years. I would suggest you take an extended warranty/ breakdown till (at least) you have paid off the loan to buy the Glass.

I'm sure I read of a few customers still repaying their loan after their Gen 1 has died after the 2 year warranty.

Re: Skyglass gen2

LauraineM — Fri, 19 Sep 2025 08:04:31 GMT

Thank you for the advise. This is such a disappointment. I am definitely won't renew my contract after such a frustrating experience.

customer are also not the best over the phone

Re: Skyglass gen2

LauraineM — Sun, 21 Sep 2025 18:09:22 GMT

Hello there,

I am living a nightmare with sky customer service at the moment.

they are trying to charge me £350 for a tv replacement under 2 years warranty arguing that my issue is due to internal damage.

how can they have a diagnosis over the phone...

how can I prove that the tv has not been damage by me?

Re: Skyglass gen2

2muchTV — Mon, 22 Sep 2025 05:06:06 GMT

@LauraineM aside from continuing to contact Sky maybe lodging a complaint, keep a record of communication and issues with Glass.

Further, I would look for advice from Citizen's Advice Bureau (or equivalent where you are located). If you're a Which? subscriber, advice maybe available there too. IMHO the goods you purchased are not of satisfactory quality and the retailer (Sky) needs to rectify this at their cost.

Best of luck and let the forum know how you get on.

Re: Skyglass gen2

LauraineM — Mon, 22 Sep 2025 07:55:44 GMT

Thank you so much for your advise. That gives a little comfort.
That is my first experience as sky customer and honestly what a nightmare... I will not make the same mistake.