topic Re: Had enough of Sky Glass problems in Account & Billing

Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 10:21:32 GMT

After the fourth time in a week of the screen freezing or going blank, or saying "please wait whilst downloading" and repeated calls to what's laughably called customer service, only to hear the same "turn it off and on" like I hadn't already thought of this genius move!! I decided enough is enough.. so I've smashed the tv up, and it's now on the way to the local council electrical dump. I've cancelled my standing order.. and basically Sky can kiss a certain part of my anatomy. You wouldn't go to a shop and allow the shop assistant to tell you what you can and can't have, then insist you buy an item that's faulty!!! So I refuse to accept such rubbish..

Re: Had enough of Sky Glass problems

mikealanr — Sat, 01 Aug 2026 10:40:49 GMT

Hi @Beau34

We are fellow customers here not sky. However cancelling your direct debit is the worse thing you can do. You need to properly cancel your account with sky.

For TV services they may suspend them and then eventually cancel your account, but if you owe anything on the TV it's self, they will likely pass on to debt management and this could lead to issues on your credit file or even enforcement.

Have you made a complaint to sky? https://www.sky.com/help/articles/how-to-make-a-complaint

Information on cancellation: https://www.sky.com/help/articles/cancel-sky-tv

MikeAlanR

Re: Had enough of Sky Glass problems

Daniel0210 — Sat, 01 Aug 2026 11:21:53 GMT

@Beau34 wrote:

so I've smashed the tv up, and it's now on the way to the local council electrical dump. I've cancelled my standing order..

@Beau34

If you're still paying for the Glass TV as part of a credit agreement you can't just smash it up and think the repayments will stop.

Sky don't allow payments via standing order so I presume you mean direct debit.

Cancelling your payment method is definitely not a good idea and it will cause you lots of additional problems.

The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added monthly and then Sky will involve a debt recovery company which will affect your credit rating.

Re: Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 11:39:24 GMT

I completely understand what you're all saying, and any adverse credit score wouldn't alter a thing in my life. As for potential debt collection, that is something I will happily represent myself in a civil court to fight. There are laws (of which I'm completely familiar with) that state very clearly about "expectations of service" Sky's policies do not outweigh the law.. they are simply policies.

Re: Had enough of Sky Glass problems

PandJ2020 — Sat, 01 Aug 2026 11:41:24 GMT

@Beau34 wrote:
...so I've smashed the tv up, and it's now on the way to the local council electrical dump.

It would have probably been better to invoke your consumer rights. But that's rather difficult now if you're being serious... (As it's a credit agreement you'll be in rather a weak position as it wasn't your item to destroy)

Re: Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 12:10:02 GMT

I completely understand what you're saying, and your concern is kindly noted. However, I'm happy to take them on in a civil court

Re: Had enough of Sky Glass problems

Daniel0210 — Sat, 01 Aug 2026 12:16:38 GMT

@Beau34 wrote:

I completely understand what you're all saying,

@Beau34

Then was there a reason for you posting if you're going to ignore the advice we've provided anyway.

Re: Had enough of Sky Glass problems

Sharcuk — Sat, 01 Aug 2026 12:16:49 GMT

@PandJ2020 wrote:
@Beau34 wrote:
...so I've smashed the tv up, and it's now on the way to the local council electrical dump.
It would have probably been better to invoke your consumer rights. But that's rather difficult now if you're being serious... (As it's a credit agreement you'll be in rather a weak position as it wasn't your item to destroy)

With Sky Glass ( predominantly a streaming device as I understand it) isn't the customer free to utilise any broadband provider?

Provided speed to the hub is being delivered, I wouldn't thought smashing the set up and then trying to invoke consumer rights to defend that action is likely to succeed.

Surely the issue was more likely to be WiFi weakness, not the TV?

Re: Had enough of Sky Glass problems

PandJ2020 — Sat, 01 Aug 2026 12:24:24 GMT

@Sharcuk wrote
Provided speed to the hub is being delivered, I wouldn't thought smashing the set up and then trying to invoke consumer rights to defend that action is likely to succeed.

Quite. I'm not sure what the OP is trying to achieve by 'smashing it up' or by posting here...

Surely the issue was more likely to be WiFi weakness, not the TV?

Indeed, it's unlikely to be the TV hardware... More likely a software/configuration issue.

Re: Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 12:43:11 GMT

I hear what you're saying, and I agree.. however there is one caveat that holds in my favour. Sky are fully equipped financially to take me to court. In this instance, that exactly what I want them to do. I'm fully aware of my rights, and their expectations. I'm also confident that I will get the best result. Firstly, consumer confidence is part and parcel of consumer rights. Secondly, and perhaps a lesser known fact.. anything on my property, is mine to deal with, ownership of a contract is theirs, disposal of an item on my property is a right I have.

Re: Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 12:44:23 GMT

I'm not ignoring any advice.. and to suit your delicate feelings, I shall happily cease doing so

Re: Had enough of Sky Glass problems

PandJ2020 — Sat, 01 Aug 2026 12:52:02 GMT

Good luck.

There were much better ways to deal with this... (Using ombudsman services would have been a much better idea imho)

wrote:
anything on my property, is mine to deal with

Not in general. However, I've just checked the Glass contract and the ownership is 100% yours upon delivery. So you can smash it up you want to.

But the credit agreement you've agreed to is a separate discussion.

Re: Had enough of Sky Glass problems

Beau34 — Sat, 01 Aug 2026 13:09:58 GMT

Spot on my friend, items on my property are mine to deal with as I deem fit. The contractual obligations are a separate matter, and I'm very confident that my case will be handled appropriately by the ombudsman.

Re: Had enough of Sky Glass problems

MightyQuinn — Sat, 01 Aug 2026 13:13:35 GMT

Hi @Beau34 Once this is concluded, please come back and let us know the result, win or lose.

Re: Had enough of Sky Glass problems

Me134 — Sat, 01 Aug 2026 13:19:30 GMT

@MightyQuinn wrote:
Hi @Beau34 Once this is concluded, please come back and let us know the result, win or lose.

Doubtful...

Re: Had enough of Sky Glass problems

TimmyBGood — Sat, 01 Aug 2026 13:53:32 GMT

@Beau34 wrote:

I'm very confident that my case will be handled appropriately by the ombudsman.

Just be aware that to reach the 'ombudsman' (technically an Alternative Dispute Resolution service provider) you'll need to go through the Sky complaints system, at least until they issue a deadlock letter: that's a separate process to Sky chasing for the direct debit to cover the content subscription and loan repayment (if applicable)

In this context, Ofcom is the industry regulator, not an ombudsman.

A potential complication is that the content subscription and the finance loan are covered by each of the appointed ADRs respectively, but given the fundamental issue is the performance of the Glass hardware I'd think CISAS is more appropriate

https://www.sky.com/help/articles/alternative-dispute-resolution

Re: Had enough of Sky Glass problems

mikealanr — Sat, 01 Aug 2026 18:48:37 GMT

Just as another point which has been made in this thread. The Glass unit was absolutely your property @Beau34 to smash up and do what you like with. Unlike HP where you loan an item and then ownership transfers to you, transfer occurs as soon as the item is delivered. The amount from sky is a loan.

MikeAlanR

Re: Had enough of Sky Glass problems

Sharcuk — Sun, 02 Aug 2026 07:29:55 GMT

@Beau34 wrote:

There are laws (of which I'm completely familiar with) that state very clearly about "expectations of service" Sky's policies do not outweigh the law.. they are simply

How do you intend to prove to the satisfaction of a court that the Sky Glass did not meet any requirements for "expectation of service" if it's lying in bits in your local dump?

Re: Had enough of Sky Glass problems

Beau34 — Sun, 02 Aug 2026 08:12:00 GMT

Buy simply showing the court all the screenshots, email interactions between myself and Sky, the recordings I took off all conversations.. including the one admitting that the service isn't as good as they'd hoped, and that it was basically rushed into production etc. I feel I have a pretty strong case, and as the law clearly states.. I can dispose of anything on my property, in a manner I deem appropriate.. plus I took it to the recycling dump, as one should.

Re: Had enough of Sky Glass problems

DaveDrizen — Sun, 02 Aug 2026 09:32:45 GMT

@Beau34 wrote:
I completely understand what you're all saying, and any adverse credit score wouldn't alter a thing in my life. As for potential debt collection, that is something I will happily represent myself in a civil court to fight. There are laws (of which I'm completely familiar with) that state very clearly about "expectations of service" Sky's policies do not outweigh the law.. they are simply policies.

You say about the law and" expectations of service" from Sky however can you prove that it the Sky service is at fault? Sky Glass which realy Sky stream with a tv chucked in relays on a good broadband speed and connection. From what you described the problems you getting could easily be down to your broadband service and and not actually the Sky glass service which if your broadband was capable would have possably given you a good Sky service. Therefore can you prove that it actually was the Sky glass service and not broadband that is at fault. As explained on here smashing up tv and stopping payment is definitely not the way to go as explained in other post will only lead to other difficulties. You say Sky prices don't out way the law, however you are in a binding contract for hat minium term and in law your commited to make those payment for the term of the contract and unless you can actually prove that the Sky system was at fault the law in Sky favour. I am sorry to say just saying you were getting freezing pictures dose not prove the Sky glass system was at fault for reason explained above and you word that you word that you were getting freezing pictures will not necessarily stand up in court more expert proof I think will be required .
Therefore maybe before you took the drastic action you have done you should called in a independent expert that could have determined if was the Sky glass service or your broadband was at fault and could have given you documentary evidence as that that information will needed by you if you intend to fight it in court.
I should also add that as you are still in contract and probably still paying off for the Glass tv it was not your property to smash up yet a even if was and still making payment under a credit agreement even at the least even if you do prove that the Sky service was at fault, Sky will still want rest of payment of the the credit payment outstanding for the tv your smashed up.