topic Re: Sorry I can't do that message in Sky Glass

Most basic voice actions not working

Heymacarenaboi — Wed, 20 May 2026 07:00:16 GMT

When I used to say hello sky, and then volume up or down, or searching for a TV show, or fast forward it used to do it. Now I get, Sorry, I can't do that!

I've been trying to ask the bot chat but no matter what I ask that it thinks I want to leave. Is there something wrong with voice and the chat bot? Just annoying as I've only just finished paying for my Sky Glass and now it feels like a really basic TV and the chat bot just wants me to leave Sky lol.

All the help options I've completed. But they don't seem to have an option for when it's not my remote that's not working, or that's it not hearing me. It hears me but just refuses to do whatever function I ask for. And I get the Sorry, I can't do that. Not even the sorry I can't do that here you sometimes get when on an app on the TV. Like Disney for example.

Is anyone else experiencing these issues?

Re: Most basic voice actions not working

Heymacarenaboi — Wed, 20 May 2026 07:03:13 GMT

(view in My Videos)

This is what happens for everything now! 🤬

Sorry I can't do that message

NeilS1954 — Wed, 20 May 2026 08:21:15 GMT

Although I can change channel by voice using the remote control, when I try to change channel by voice through the TV I get an error message saying "sorry I can't do that". Ths has only recently happened. Is there an easy fix for this?

Re: Sorry I can't do that message

GavYCK — Wed, 20 May 2026 09:40:15 GMT

Following. My Sky Glass started this yesterday too!

Re: Most basic voice actions not working

MarkGoldsmith — Wed, 20 May 2026 09:55:41 GMT

@Heymacarenaboi What version of the Glass do you have, gen 1, gen 2 or Air? Also if you check the system info under Settings -> system management what build and UI version are you on?

Re: Sorry I can't do that message

MarkGoldsmith — Wed, 20 May 2026 09:57:01 GMT

What version of the Glass do you have, gen 1, gen 2 or Air? Also if you check the system info under Settings -> system management what build and UI version are you on?

I've just checked on my Glass Air and the My Sky voice navigation is currently working as expected, so its possible the issue is linked to either the generation of glass or various software versions.

Voice control not working

Cam2007 — Wed, 20 May 2026 14:58:32 GMT

Hello, i recently invested in the sky glass tv, unfortunately since getting it, the voice control hasn't worked, when using the remote i get a message pop up saying "sorry i can't do that" and if i say "hello sky" i get response whatsoever, i've checked the settings and ensured that the microphone is turned on and that voice control is activated. i've also checked the physical button on the side of the tv when pressed a measeged come up saying i can now use voice control but nothing changes, i have tried contacting sky but they weren't very helpful unfortunately, is there a fix to this or am i trapped for 36 months

I ask My sky glass tv to play such a program, and it says sorry, I can’t do that.

Justme15 — Wed, 20 May 2026 15:57:21 GMT

The last couple of days, my sky tv says "Sorry, I can't do that. Each time I ask it to play sky news, for example. Or any other

request.

Re: Most basic voice actions not working

GavYCK — Wed, 20 May 2026 18:05:28 GMT

The fact that 5 people have raised this issue today is oddly reassuring.

Hopefully just a small bug at Sky's end that they'll soon sort out.

Re: Most basic voice actions not working

MarkGoldsmith — Thu, 21 May 2026 08:13:17 GMT

Just wondering, has anyone who is experiencing this issue tried a reboot of their Glass to see if it resolves the "Hello Sky" voice navigation problem?

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

Re: Most basic voice actions not working

Heymacarenaboi — Thu, 21 May 2026 08:18:42 GMT

I've tried all of this and the reboot and I'm still no better off. I'm going to call and get them to try and send an update through. Something happened before when the skip ada update happened. The update didn't go through for some reason. I'm hoping it's that. I'm on build version qs040.011.00p and UI 3.171.2 I have a 1st Gen Glass

Re: Most basic voice actions not working

KevNewMedia — Thu, 21 May 2026 08:47:18 GMT

Hi Everyone

Thank you for highlighting this problem, and thank you for tagging us @MarkGoldsmith .

Our support teams are investigating the problem, and as soon as we have more information, we'll let you know.

I'm going to mark this post as the current answer, so everyone has the most up-to-date information.

Re: Most basic voice actions not working

Micky+48 — Thu, 21 May 2026 11:37:47 GMT

We've got the same problem. Ours started on the evening of 19 May. We've unplugged the Glass for a few hours with no great confidence it's going to make a difference. Reassuring, though, to know others have the same problem and it's therefore likely not our TV that's faulty!

Re: Most basic voice actions not working

enigmagoth666 — Thu, 21 May 2026 12:16:45 GMT

Same here, thought there was a fault with my sky glass gen 2 as I only had it delivered on Sunday. Hopefully sky will get a fix soon.

Re: Most basic voice actions not working

Wacker11 — Thu, 21 May 2026 12:36:24 GMT

I have exactly the same problem,it started this week and have tried all the above steps with no success,Sky need to sort this issue out as it appears to be a common issue.

Re: Most basic voice actions not working

Hayley1962 — Thu, 21 May 2026 19:25:41 GMT

Same problem started this week, first generation TV. Done resets etc so guess it like most issues where just have to wait and wait... maybe I should say I want to spend more on packages or broadband etc and then I am sure a response would be rapid...

Re: Most basic voice actions not working

Heymacarenaboi — Thu, 21 May 2026 21:08:38 GMT

Another thing this has also made me think about. Why isn't there volume control on the sky remote app? So on top of all of this I'm currently awaiting a new sky remote to arrive. Won't be for another week or so though through Amazon. I've tried all sorts to reduce the volume. But with no physical buttons on Glass or the Remote app. My Glass is now stuck at 50 volume and depending on what I'm watching is unbearable. Is there anyway to turn the volume down on a 1st Gen Sly Glass using only the remote app?

Re: Most basic voice actions not working

Heymacarenaboi — Thu, 21 May 2026 21:16:13 GMT

Don't know what happened but voice actions have just started working again for me.

Swift fix - Thanks Sky. But also please consider putting volume control on the sky remote app.

Re: Most basic voice actions not working

KevNewMedia — Fri, 22 May 2026 06:59:07 GMT

Morning Everyone

Thank you for your patience whilst we worked through this problem.

As @Heymacarenaboi has posted, this fault has been resolved. Our support teams have also confirmed this.

In terms of the volume control in the digital remote control, we've fed this into our product teams 🙂

Re: Most basic voice actions not working

Hayley1962 — Fri, 22 May 2026 07:43:53 GMT

Sorry if this is obvious or not available to you via voice but I use "Hi Sky, volume 25%"