topic Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo in Sky Glass

Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling most

Suzie2 — Thu, 16 Apr 2026 09:43:04 GMT

Please contact me urgently. As a newish customer I am so disappointed about the service from Sky!! Programmes freezing. Sound freezing and picture freezing and sometimes both at same time. Have spoken to Sky and rebooted as advised a few times and still not fixed!! Also have problem with Netflix as Netflix film ads appear over film watching!! What is happening????!!!! Completely destroys any viewing time selected!! Please help as I surely can't be expected to pay so much for such an inadequate product!! I have had this problem since it was installed!!

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

GD1 — Thu, 16 Apr 2026 10:05:20 GMT

@Suzie2 None at Sky can contact you on the back of a community post from an unlinked account.

If you exeperiencing such freezeing it is normally down to either slow broadband or poor wifi speeds.

On your Glass TV go to the Netflix app, navigate to Get Help, run connection test, what speed is being reported?

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

Mick-24- — Thu, 16 Apr 2026 15:17:40 GMT

Same thing happening to us should have stayed with virgin

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

Scottish-Sue — Thu, 16 Apr 2026 15:27:47 GMT

I am also a new subscriber and experiencing the same issue, frozen picture and no sound on normal channels. Spoiling the viewing. I have followed the advice resetting and restarting but it is still happening yet my connection check states good. How do I contact someone to talk to.

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

peter-marlow+1966 — Thu, 16 Apr 2026 16:27:11 GMT

Suzie2

Welcome to the forum, i have 2, 55 inch sky glass tv's and they are both connected by eithernet cables and have no problems, had them since day 1 also i am on sky gigafast full fiber broadband 900mps

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

lettice — Thu, 16 Apr 2026 16:48:28 GMT

@Scottish-Sue

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.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

lettice — Thu, 16 Apr 2026 16:50:45 GMT

@Mick-24- wrote:
Same thing happening to us should have stayed with virgin

Could you first try as @GD1 in his post above yours has asked and come back with any results.

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

Brill+Gill — Thu, 16 Apr 2026 17:01:20 GMT

Thanks for escalating this @lettice. We’ve sent @Scottish-Sue an invite to chat.

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

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

JWestLondon — Sat, 18 Apr 2026 13:29:47 GMT

Well that's very helpful Peter-marlow+ 1966!

im sure we are all delighted to hear that your system is working perfectly.

but clearly the poster is asking for help , and, like many others, doesn't have a perfect system and is looking for advice.

perhaps you might like to return to the thread and offer the poster the words of wisdom that your 'superuser' status obviously grants you.

you may wish to review your contribution.

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

iklelisa — Sun, 19 Apr 2026 15:42:31 GMT

Think they get paid to big up sky and try to blame your internet for sky's poor hardware, software and servers. Customer service is shocking, just had a replacement gen 2 and this new one has same issues and more. Why should I pay for a service and then be expected to go to social media channels and forums for help because when you phone it's absolutely useless. Been in private chat for nearly a week and not even got past the security check yet.

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

Hunter2660 — Mon, 20 Apr 2026 18:18:24 GMT

@iklelisa wrote:
Think they get paid to big up sky and try to blame your internet for sky's poor hardware, software and servers. Customer service is shocking, just had a replacement gen 2 and this new one has same issues and more. Why should I pay for a service and then be expected to go to social media channels and forums for help because when you phone it's absolutely useless. Been in private chat for nearly a week and not even got past the security check yet.

Most of the time it is a connection issue. The thing about Glass/Stream is everything is on Sky's servers, very little, unlike a Roku, Firestick etc, is on the box itself so a strong, and more importantly stable connection is required. But the best thing about Sky is there's other avenues to go to get Sky's channels. Now is perhaps the easier way which is app based and on most Smart TV's. If Glass/Stream doesn't work for you look at other options

Re: Dont want to pay money for poor faulty viewing!! Sound and picture keep freezing and spoiling mo

iklelisa — Mon, 20 Apr 2026 19:53:09 GMT

Well it's not my internet, just had to restart TV again due to text missing on tiles, had an engineer out today, this is second TV and it's less than week since delivery, he says it's faulty. No trouble with any other devices etc.