topic Re: Not providing agreed service in Sky Stream

Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 13:05:18 GMT

Please see the message below that I am going to be recording on all my channels, including Google and X, I thought I would give you the option of reply before I post it.

I have recently joined Sky streaming service with the 900 mbs broadband, I recently left Virgin to join SKY, I previously had no issue with streaming to my TV with Virgin, with my hub placed in the same area as the Sky hub.

Since I joined SKY I have been getting a minimum of 30 blue screens a day on my TV, I registered a complaint with SKY who informed me that my hub was to far from my TV, again I did not have this issue with Virgin. When I approached SKY I was informed that I would need a booster to make my streaming work or I could just get a 60 foot cable and wire directly into my sky box, at this point I said can you then please send me the booster, SKY then informed me that would be no problem, it will cost you an additional £10 per month.

So basically SKY ARE SAYING WE CANT PROVIDE YOU THE SERVICE WE OFFERED UNLESS YOU PAY US MORE MONEY, what does everyone think of this, as I said the will be published on my social media channels and I will send a copy to Virgin.

Re: Not providing agreed service

Mark39 — Wed, 16 Sep 2026 13:31:44 GMT

@JamesMurray wrote:

So basically SKY ARE SAYING WE CANT PROVIDE YOU THE SERVICE WE OFFERED UNLESS YOU PAY US MORE MONEY, what does everyone think of this, as I said the will be published on my social media channels and I will send a copy to Virgin.

No, they're saying, that your home wifi isn't good enough for streaming Sky. That it was for Virgin is immaterial. You can absolutely connect your TV via cable, or maybe have a look at power line adaptors as an alternative to wifi.

Re: Not providing agreed service

TimmyBGood — Wed, 16 Sep 2026 15:38:16 GMT

@JamesMurray wrote:

Please see the message below that I am going to be recording on all my channels, including Google and X

Perhaps keep in mind that multi-billion dollar American corporations do tend to have buildings full of lawyers on retainer.

Unlike the previous Q satellite television platform (which was developed before Sky Group was acquired by Comcast) there isn't an option for free booster loan to resolve wireless issues with Glass/Stream.

Re: Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 15:46:36 GMT

If so, why can I not get access to my TV without blue screens if they are providing the service they said they would? Also, why does it not make sense that I got a good wifi connection on Virgin with the same broadband speed? I should have been informed by SKY or the engineer that I can only get streaming within a certain distance of the hub.

Re: Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 15:48:22 GMT

Have you read my comments closely?

Re: Not providing agreed service

TimmyBGood — Wed, 16 Sep 2026 16:36:39 GMT

@JamesMurray

Glass television sets and Stream pucks are sold as network client hardware.

It's up to the user to provide sufficient internet access (either WiFi or ethernet) for them to function, as it is with similar devices.

If this isn't possible at a particular address then it would probably be best to cancel within the cooling-off period because Glass/Stream cannot function without an adequate connection.

Sky Broadband, with the additional cost WiFi Max subscription supplement, only 'guarantees' 25Mbs wireless coverage: even when Sky is the ISP they don't offer a specific service for networking Glass/Stream.

Re: Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 15:53:04 GMT

So you are not a Sky employee, just a superuser, and you just tell everyone who has an issue to cancel their account. What gives you the right to do that?

Re: Not providing agreed service

TimmyBGood — Wed, 16 Sep 2026 16:05:46 GMT

@JamesMurray

It's your choice whether to pay Sky more money for booster loan, acquire your own booster hardware, investigate Powerline networking or look at ethernet cable.

Sky under Comcast ownership applies a different business model to Glass/Stream than it did with Sky Q: they won't provide assistance specifically for networking the streaming television platform (even where Sky Broadband is the ISP)

Re: Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 16:18:19 GMT

You did not answer my question. Are you a SKY employee?

Re: Not providing agreed service

GD1 — Wed, 16 Sep 2026 16:23:48 GMT

@JamesMurray wrote:

You did not answer my question. Are you a SKY employee?

You can clearly see from their post they are not Sky Employyees, it's a bit of a giveaway.

You also need to be aware this is public community not Sky customer services, please read this https://helpforum.sky.com/t5/Members/ct-p/members

We are here simply trying to help people.

Re: Not providing agreed service

JamesMurray — Wed, 16 Sep 2026 16:23:43 GMT

That does not necessarily mean they are not a SKY employee; it is an old trick, I should know I have used it for my company.

Re: Not providing agreed service

Dazzasky — Wed, 16 Sep 2026 16:35:04 GMT

@JamesMurray wrote:
That does not necessarily mean they are not a SKY employee; it is an old trick, I should know I have used it for my company.

It's definitely not a trick.

Re: Not providing agreed service

TimmyBGood — Wed, 16 Sep 2026 16:37:45 GMT

@JamesMurray wrote:

Are you a SKY employee?

No.

Re: Not providing agreed service

GD1 — Wed, 16 Sep 2026 16:58:52 GMT

@JamesMurray wrote:

That does not necessarily mean they are not a SKY employee; it is an old trick, I should know I have used it for my company.

It's not a trick, Sky Employees are clearly identified as such, perhaps you really do need to be reading what the community is about and who we are rather then make incorrect assumptions.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers and also https://helpforum.sky.com/t5/Staff/bd-p/meet-the-staff

Re: Not providing agreed service

TimmyBGood — Wed, 16 Sep 2026 17:12:04 GMT

@JamesMurray

If I were I'd presumably be saying the product is wonderful in all circumstances and those experiencing issues are just driving it wrong.

In reality repeated forum threads since release in late 2021 indicate Glass/Stream is particularly sensitive to network conditions in some properties, but Sky under Comcast ownership chooses not to provide installer support (as was done for the satellite boxes) or loan additional hardware free-of-charge to resolve WiFi issues (which was standard practice with Sky Q) : personally I've always maintained that this lack of specific support for the streaming television platform with their brand-name on it is a mistake.

Re: Not providing agreed service

martswain — Wed, 16 Sep 2026 18:45:27 GMT

For once, hearing that a VM router provides better WiFi coverage than a Sky router is a novel situation.

Have you ensured you are using a channel that is not subject to interference?

Also, split the WiFi SSIDs and make sure you connect to the 2.4 GHz band as that has better long distance coverage and penetration through walls.

If that doesn't solve your problem then you'll have to invest in a WiFi extension option such as a booster or mesh system.

An ethernet cable, if you can run one, is a surefire solution, powerline adapters second best.

Re: Not providing agreed service

JamesMurray — Thu, 17 Sep 2026 07:19:30 GMT

Thank you for the reply, I am an it technician and have checked everything you suggested the challenge is if I had to run a cable, by the time it took in all the bends it would have to be about 20 metres.

Re: Not providing agreed service

TimmyBGood — Thu, 17 Sep 2026 09:25:28 GMT

@JamesMurray

Any current Cat-graded ethernet cable should be good for up to 100 metres with no meaningful loss of performance (say 90 metres if it's not factory terminated)

The cheaper Copper Clad Aluminium (CCA) cable, which shouldn't carry a Cat grade, is much less predictable and best avoided.

Internal surface mounted ethernet runs can be clumsy though: I've got the longest run here going outside the building rather than along inside walls.

Re: Not providing agreed service

GD1 — Thu, 17 Sep 2026 09:23:23 GMT

@TimmyBGood wrote:

@JamesMurray

Any Cat-graded ethernet cable is good for up to 100 metres with no detectable loss of performance (say 90 metres if it's not factory terminated)

The cheaper Copper Clad Aluminium (CCA) cable, which shouldn't carry a Cat grade, is much less predictable and best avoided.

Internal surface mounted ethernet runs can be clumsy though: I've got the longest run here going outside the building rather than along inside walls.

Sure is even the flat ethernet looks bad, swapped mine out for a fibre cable to connect switch in lounge to the one in the bedroom.