topic Re: Sky Glass dead pixels – how to raise with customer service? in Sky Glass

Sky Glass dead pixels – how to raise with customer service?

mrwwt — Tue, 27 Jan 2026 14:59:42 GMT

I love my Sky Glass Gen 2, but there is a bunch of dead pixels all in the same area that have been there since I got the TV, especially noticeable on UHD content.

I finally got round to calling Sky customer service about it, and the customer service woman was very argumentative about it – she was convinced it was my internet connection. For context, I have 1GB/S broadband, and the TV is connected via Ethernet to the router, and receiving 86Mb/s to the TV according to the Glass/Netflix speed checker – far more than the 32MB/s recommended/required speed (and I have never had a connection issue with any channel, app or service on the TV). The woman did not believe me and asked me to send photos of my Ethernet cord plugged into the TV. Once she saw it was she then said the internet connection was unstable (it isn't).

Either way, even if it was slow or unstable, the problem is with dead pixels on the panel – these pixels would be dead whether I plugged it into dial up internet or the fastest, most reliable internet on the planet... it's simply nothing to do with the internet. The panel contains dead pixels and what speed/reliability the TV is getting wouldn't change that.

But she wasn't having it.

So my question... how do I go about getting this properly looked at? Even if it still doesn't end up being repaired or replaced I'd at least like to be able to discuss the actual issue. Has anyone else had this? Any tips on how to explain what's happening over the phone?

Thank you!

Re: Sky Glass dead pixels – how to raise with customer service?

mikealanr — Tue, 27 Jan 2026 20:37:24 GMT

Hi @mrwwt

I have escalated your post to sky. Look out for a blue chat bubble as outlined here: https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147

Hopefully the community team will be able to assist, as obviously dead pixels have nothing to do with connectivity.

MikeAlanR

Re: Sky Glass dead pixels – how to raise with customer service?

mrwwt — Tue, 27 Jan 2026 21:40:41 GMT

@mikealanr wrote:
Hi @mrwwt

I have escalated your post to sky. Look out for a blue chat bubble as outlined here: https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147

Hopefully the community team will be able to assist, as obviously dead pixels have nothing to do with connectivity.

MikeAlanR

Thank you so much. I forgot to add,

I was even at one point offered "credit to go and buy a new Ethernet cable"

Re: Sky Glass dead pixels – how to raise with customer service?

Jason- — Wed, 28 Jan 2026 09:08:22 GMT

Thanks @mikealanr, we'll look at getting this sorted 👍🏻

Cheers, Jason-

Re: Sky Glass dead pixels – how to raise with customer service?

mrwwt — Fri, 30 Jan 2026 17:28:59 GMT

@Jason- wrote:
Thanks @mikealanr, we'll look at getting this sorted 👍🏻

Cheers, Jason-

Thanks so much for your help. Still no luck, apparently dead pixels is classed as being damaged in delivery should have been reported in 48 hours. I hadn't noticed it at that point and with a newborn, I just didn't get round to calling as soon as I noticed it - especially as I'd understood Glass had a 2 year warranty.

I don't see how a delivery driver can damage the pixels?

But I'm fed up with arguing, I haven't

even asked for a replacement, just some help getting it fixed. Gutted, stuck with a damaged £600 TV now. Thanks for your help!

Re: Sky Glass dead pixels – how to raise with customer service?

TimmyBGood — Fri, 30 Jan 2026 20:33:05 GMT

@mrwwt wrote:

I haven't even asked for a replacement, just some help getting it fixed.

The 'fix' is a replacement. Such things aren't repairable at a customer address (or, probably, anywhere else)

Re: Sky Glass dead pixels – how to raise with customer service?

mrwwt — Fri, 06 Feb 2026 20:27:03 GMT

Update: this really is just the most bizarre experience. Customer service is talking, again, about it being a "WiFi issue"?

I don't understand what's happening? I feel like I'm living on a different planet and I'm not sure what I'm explaining wrongly that isn't being understood?

For starters - my sky glass isn't on WiFi, it's plugged into my router with an Ethernet cord, and my broadband is 1GB/s. I have never had any loading or streaming issues, the picture is not blurry. HD is fine and UHD is fine.

I don’t know how to make myself clear? There is a cluster of dead/stuck pixels on the screen - it is a hardware problem with the panel. The pixels are dead when I watch TV, when I play games, when I play Nintendo Switch, They are dead if I unplug the Ethernet, they are dead if I try WiFi, they are dead after I factory reset. All of these software things make no difference because it’s a hardware issue.

I just don’t know how else to explain it or show it? Does someone need to come to my house to believe me? I feel like this is a really basic technical diagnosis to make.

I've never ever had a problem with Sky before so I don't know where this is coming from, but I feel like I'm being gaslit by a team hundreds of miles away telling me what I'm seeing in my own living room doesn't exist.