Many problems with Sky glass

[Eva+WA]

I desperately wanted my Sky Glass to work, but sadly I have an ongoing litany of problems. The experience has been totally spoiled, as I sit watching on edge waiting for the next crash or picture/sound issue.  It seems particularly bad when watching Prime or Netflix (yet my Firestick has never had issues). I have had to unplug the vast majority of my other smart networked devices as advised by Sky, so have lost the convenience and enjoyment of having them. I cannot have a dish where I am, so this was supposed to be the perfect solution. I am SO disappointed and this experience has completely soured my relationship with Sky. Right now I'm looking at using my Sky Glass for Freeview and Firestick, this being my only stable solution; as I say so very disappointing.

[Atko]

Hello everyone. So I am sadly having issues with Sky Glass 65 inch. I have done quite a few resets/restarts on the TV. My issues seem to be the channel will just pause randomly and I change it over to another channel and back again it works. Sometimes the sound will just stop altogether. The volume on the remote will not get it back. Again I change channel and back again and it works. I have had an issue where the TV turned off and then it wouldn't turn back on again. Still also having issues with channels missing on the channel list. Lol I think that's most of the issues. I don't use Netflix or Disney through sky I just use fire stick for these as I think on Disney you get more options for the quality of the sound and picture etc? I got the sky glass just before Christmas but I have not tried to contact sky because of the hassle of probably having to go through all the resets again with them and have you tried this etc. I guess I'm just hoping for an update to fix all etc. anyone else the same as me?

[Eva+WA]

Sounds exactly like what I'm going through; I have contacted Sky countless times and they just parrot the same old 'solutions', none of which work. I feel like I'm being gaslighted now into believing the fault is my internet, which has NEVER caused me issues - btw, it is Sky broadband with the Sky router!

I recently managed to get a tacit acceptance from one customer service guy that there were a great many problems with the system. I am holding out in the increasingly vain hope that they sort this out, but if it's hardware then that will never happen. My patience is getting very thin now, and if I cancel my subscription I will also cancel my phone and broadband. One person may not hurt them, but I think there are many of us in this situation and are equally coming to the end of their tethers!!!

[Eva+WA]

Oh, and as I type this my picture has just frozen, sound is ok though...🤬🤬🤬

[Andy+Burns]

Starting to get annoying now with all the same problems as you guys are talking about. The really annoying one is the flicking the channel back and forward to get it back from freezing. 

Really poor Sky , please sort it out

[Atko]

Does anyone from sky even read these? Or is it just a community to voice our problems? Surely they know they have big problems to sort?

[Atko]

If we bought a new tv from Samsung, Panasonic etc we wouldn't pay for it and send it back. Should be the same for sky glass but the replacement would have exactly the same issues. It's really bad when you think about it to launch something with so many bugs and faults! Sky please respond!!!

[Anonymous]

Sky are on here and once they messaged me and then rang me up to try different things it's way better than when I first had it in November but still plays up a little but now only have to change channels if its flicking or freezing or if just the white writing and no pictures on the start up screen I turn sky tv at the mains with alexa socket for a few minutes 

[Neilferret]

I am truly shocked Sky haven't owned-up, been totally honest with people who have spent a lot of money on their new Sky Glass / Puks and sorted their hardware, firmware and software issues.  It is truly appalling.  To instantly blame customers broadband and Wi-Fi is not the right approach !  

so, we have 1gbps down and 100mbps up, coming into our home.  We have a properly installed Ethernet system throughout delivering 1gbps in every room and a mesh Wi-Fi that delivers approx 500mbps throughout.  It's only my wife and I here and apart from Skyglass, couple of iPhones and iPads we are not compromising our Wi-Fi at all.  

We Also have both a Peloton bike and Peloton tread - they stream super hi def interactive content and NEVER NEVER suffer the same issues as Glass !  No feeezing, crashing, lip-sync or being persistently 5/ 10 frames out .......  interestingly, Peloton have speed test readouts on their systems, so you can confirm the available Wi-Fi ........always reading around 500mbps down and about 104mbps up.....which proves without question Sky Glass problems, at least here, have NOTHING to do with network.

I do hope Sky read these posts.  We are ALL experiencing the same .  I would add the PUKS (we have 4) are beyond mad....one took nearly an hour to get working yesterday.....17 reboots !   Seriously sky ?  I was told recently, the reason for the puk issues is they are actually not connected to the Glass, but independently log into Sky and the issues are related to them logging in, accessing the account etc etc

Finally, I need to add......Sky glass.....no audio output ?  Sound is so average I want to take a digital feed out and use my Linn hi fi........but no audio out ?  Have you ever had a tv without at least a mini jack out for headphones...

sky please respond !!!!!,   @Skyglass 

[Gaz4872]

I had Sky glass for 3 months, and have now gone back to Sky Q. I had lots of issues with glass. TV would freeze or turn off,  would not turn back on, kept getting kicked out of the apps. When watching a program it would sometimes keep playing the same bit over and over again. One day had to unplug the system 6 times, to get it to work. Think glass has come out to soon, way to many bugs in the system. 

[Eva+WA]

After speaking to the Exec team, who called me back after my direct chase email to them (in respect of my ongoing issues and existing official complaint). I was told that the minimum broadband speed for Sky Glass was 40 mbs. I had not heard this before from a Sky agent and asked her to repeat and please verify this statement, which she did. Her assertion was that because I only had 20 mbs (ISP is Sky broadband and this was confirmed at the point of sale as being sufficient for HD downloading) I had been missold the product and I was offered a full refund if I returned the unit.

Given that I had opted for the loan deal, and had sold my TV prior to receiving the Sky Glass set, I opted to keep the TV and persevere in the hope things improve. I also accepted a discount in respect of my Sky broadband fees as a 'good will gesture'. For the record I could not return to Sky Q as I cannot have a dish installed at my new home.

Notwithstanding my own personal situation I pointed out that the sales pitch for Sky Glass (see TV advert for example) still states that the minimum broadband speed is 10 mbs! I suggested they urgently correct this apparently very misleading statement, not least to prevent other customers going through what I and many others have experienced.  

Despite the nightmare I have experienced with Sky Glass I still hope they can sort this all out, but after weeks of being told it was all my fault for running too many network devices etc, etc I now have very little confidence in the senior management team at Sky, who seem to think it's acceptable to hold their customers and support staff in contempt and leave us all in limbo when it comes to being honest about why Sky Glass is not working as advertised.

[AGH.]

Hi all. So as we have had our LG tv for many many (trouble free) years, I decided to go for a 55 Glass replacement as part of a makeover of the living room. (LG is now in the spare room). 
It's very early days for me yet, but have noticed some issues, which after reading the above, seem to be quite common, mainly black screen, pic/sound out of sync and programs jumping to a certain point. 
We still have Sky Q, although disconnected, as it's not been sent back yet, and have fibre broadband through Sky. 
As part of the living room makeover, I chased the wall and ran 2 HDMI leads only to the wall mounted TV.

From reading peoples comments above, I'm thinking it might be a good idea to connect the Glass TV via ethernet. 
The 2 puks will stay on WiFi. 
Now, I have two problems with connecting the tv to Ethernet, so I am wondering if anyone knows of what I'm thinking will help. 
As I don't have an Ethernet cable going to the tv and am loathe to chase the walls again seeing as I've just finished the whole room, I'm wondering is it possible to use one of the HDMI leads with a Ethernet converter on either end to allow  it to act as an Ethernet lead? 
If this is possible and if such a converter exists, ideally it would need to be one that I can tuck up behind the tv, but I realise that all the above may be a big ask. 
The 2nd issue I'm wondering about is, that as my broadband router isn't near the tv, I was hoping to be able to be able to plug the tv into a BT Broadband extender as I already have one in one side of the double socket for the cctv. 
I hope the above is clear, as I know very little about networks etc. 

Id appreciate it if anyone can help with the above queries.  
Thanks. 

[elgeecee]

Yes all of them including sound/ picture out of synch. Sky are now running a series of ads about Glass and it isn't fit for purpose.

[mquill]

I just installed ours yesterday and having exactly the same problems! It keeps freezing and I to have to change channels to fix it also the sound keeps going off and we have to change channels to fix that too. It's extremely annoying. We are waiting for our broadband to be upgraded to a faster speed so fine know if that will help solve the problem? 

[Jayboy1990]

@mquill  Whats your current speed? Who is the supplier? What router are you using? Are you relying on WIFI or ethernet?