Many problems with Sky glass

[elgeecee]

@atco

I seem to have got over the issues and our 'black' screen seems to occur but only for seconds. We lost the playlist yesterday so we switched off at the plug for a minute, switched on again, waited a further minute and - Hey Presto it was back!

still annoyed though that Sky could release a product that is. It fir for purpose and allow us t9 suffer it's faults.

very poor and the PR backlash will last for a long time. I no longer trust them and plan to move my mobile phone contract away from Sky.

[JamesH1981]

With none of the content !

[Paulr1969]

Absolute waste of time and mental energy for me! I am going back to Sky Q tomorrow. Freezing, pucks not working on Ethernet or wireless. Downside is I am stuck with a credit agreement on a TV that before this foray I did not need so will now have to continue to pay the agreement on top of my previous Sky Q subscription...win win for Sky eh?

The issue appears to be pre-sales, in that, when you sign up on line it says that I was informed that I needed 44Mbps and you have 35Mbps (fast connections are not available in Cornwall as the UK appears too end at the termination of the M5. 

Called to complain about lock-ups, sound loss, pucks dropping connection etc and was told that I had signed what I now refer to a the 11 commandments (including accepting that 44Mbps is workable for this product) that I had accepted the terms and conditions. When you complain they suddenly look at the devices you have connected and say you have too many for it to have sufficient bandwidth to work with Sky Q and 3 pucks...why does this not happen pre-sales as a follow-up? It's like dealing with Arfur Daley!!!

Essentially, I feel that this is a rushed out product and not fully tested. I feel that Sky are duping customers and not giving the respect that customers deserve in their lack of pre-sales due diligence. Why can't they highlight that you may have too many devices and save perplexed wasting money and having an unnecessary hard search on their credit file?

From reading this thread I can see that not only slower internet connections are affected, so exactly what are Sky playing at? Clearly a problem with their product / platform and no willingness to admit that they have messed up. So the excuse that there are too many devices seems a little misplaced as those on 400mbps should be able to have 100 or so devices connected very comfortably which then leads me to believe that this is clearly a rollout of an ill-thought out, ill-planned and sub-standard test product seeking to increase profit. Frankly something that a company of the stature of Sky should not be partaking in. 

The high level of complaints and absolute dissatisfaction from a lot of customers does lead me to believe that Sky should be referred to a super complaint by trading standards with regard to possibly the worst product they have ever released / mis-sold.

[Eva+WA]

Well, I've finally cancelled my Sky subscription...had enough! 23 years a Sky customer and I am so disappointed they have marketed and sold me such a flawed product.

Sadly I'm stuck with the Skyglass unit as I stupidly bought it on the credit deal; I am now connected to Freeview via the aerial input (and Amazon Firestick by HDMI), but annoyingly whenever I switch the TV on I get a default message saying it's not connected to WiFi, so I have to change the input every time. Does anyone know a way round this please as it's blooming annoying!  I'm thinking a Freeview box connected to an HDMI input might solve the issue, but expensive 😢

[fizzdisco]

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@Eva+WA wrote:

Well, I've finally cancelled my Sky subscription...had enough! 23 years a Sky customer and I am so disappointed they have marketed and sold me such a flawed product.

Sadly I'm stuck with the Skyglass unit as I stupidly bought it on the credit deal; I am now connected to Freeview via the aerial input (and Amazon Firestick by HDMI), but annoyingly whenever I switch the TV on I get a default message saying it's not connected to WiFi, so I have to change the input every time. Does anyone know a way round this please as it's blooming annoying!  I'm thinking a Freeview box connected to an HDMI input might solve the issue, but expensive 😢

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It's worth arguing with Sky (politely) stating that their product is not fit for purpose. Many people have successfully had their credit deals cancelled and a full refund given, even after months of problematic Glass ownership. 

You shouldn't be made to suffer with such a poor product. Stand your ground and insist on a refund would be my advice. 

[cocosweep]

I really don't understand all this negativity around sky glass I have had mine from the beginning and beyond thrilled it gives updates on things that are new this week how to use the playlist more effectively  I just love mine recommended my daughter to get one and she is thrilled with hers 

yes takes some getting used too but it does everything records etc 

very happy glass owner 

[Markj72]

Well said 

and you can have up to 7 pucks you can't with sky q 

I love it now they have pushed a few updates 

don't have any problems with it now 

[Joe-Bow]

@Markj72  Think it's six pucks max.

[Markj72]

I stand corrected 

I was told on phone you can have 7 max but only use 6 

still better than sky q 

[fizzdisco]

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@Markj72 wrote:

I stand corrected 

I was told on phone you can have 7 max but only use 6 

still better than sky q 

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I beg to differ. 

[Joe-Bow]

@Markj72 it's difficult to say one's better than the other as their functionality is so different, and what suits one person may not suit another.

My biggest issue with Glass is the heavy use of substandard 3rd party apps by the main Channel providers in their country and the lack of timely support from them when things aren't working, the inflexibity of the way the playlist works with no user ability to display how they want things to be displayed, droppping out of a programme part way through when using watch from start, and the poor integration of the apps in to Play Now and deeper into the guide.

I'd also like to see the Freeview guide being available in a separate tab from the online TV guide so it would be easy to switch between the Glass guide and Freeview for stuff that isn't on Glass.

The concerning issue with Glass is the reliability  of the firmware and the testing that seems to happen, particularly in the q06.xx firmware they just pulled.

IMHO, this was the most stable firmware yet, arguably it should be the baseline standard for the Glass hardware, and stabilised Glass and the pucks so much more than the current q05.xx firmware.  

As I said on the closed forum, I would really like to know why q06.xx was pulled as it brought a whole new level of stability and fixes to my devices.  

Being rolled back to q05.xx has just shown how bad the this particular firmware is, and I cannot for the life of me understand why you'd roll back to this particular firmware and not fix forward, but in my environment q06.xx worked really well.

[PhilQornot2q]

It might be that if you paid for the sky glass tv on finance or a credit card or similar you can return it for a full refund under section 75. If not fit for purpose then that is a breach of contract.

I've hardly used my actual sky glass TV as yet as only purchased it to get the pucks in every room with a TV. Have had all the same issues and still getting them daily.

Clearly the software should be thoroughly tested and updated way before release. It would have been far better to offer only as a trial beta until confident in its suitability.

I don't see why a TV has to be sold to a customer as it is no different to a TV and puck.

The TV going into standby just now has prompted me to come on here and low and behold we are all having the same issues!

[PhilQornot2q]

What is interesting is that sky released me from a remaining sky q contract into a rolling monthly contract.

Now there is no live TV channels but a copy of the old planner but limited selection. This is then live streamed when selected.

Netflix, Prime, Disney, discovery+, BBC iplayer, its, ch4 ch5 dave etc are all apps we have to register to use and all are on either free to view or seperate subscription unless Netflix.

So now when I analyse what I watch there is very little via the sky subscription as I don't have movies or sports. Don't watch kids etc. So I now have a multi room but independent puck system that acts as a hub but not wifi like q.

I had to install new WiFi extenders and ethernet to connect all streaming pucks.

So in theory I could just use any hdmi uhd box that houses all the TV apps. There is a chance that I may even get back the missing free to view channels e.g. music channels and others.

Maybe a firestick or other equivalent to puck and ditch the glass system is an option as got all the independent account apps set up now. My TV does all the main apps and one of the hdmi puck equivalent devices would still offer sky channels as well!

[TimmyBGood]

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@PhilQornot2q wrote:

 My TV does all the main apps and one of the hdmi puck equivalent devices would still offer sky channels as well!

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Only a device licenced by Sky to run the NowTV app could do so legally. 

[stereohaven]

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@Eva+WA wrote:

Well, I've finally cancelled my Sky subscription...had enough! 23 years a Sky customer and I am so disappointed they have marketed and sold me such a flawed product.

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Funnily enough, they have won a few awards for that Marketing which is understandable, because I have never seen so much glitter applied to a t**d so successfully before. 

Far too many people who Sky Glass isn't suitable for, fail to do even basic suitability tests on the product because they have been so taken in by the sales spiel. 

We very proud to announce that we picked up “Brand Development of the Year” for the Sky Glass launch, at the prestigious Drum Marketing Awards 2022 earlier this month. 🎉

A true testament to the brand hub model we adopted and hard work, focus and dedication from our Sky Marketing and all the teams and agencies involved in this innovative, fully integrated, digital-first marketing campaign covering influencer outreach connected directly to social selling, world-first OOH and digital OOH activations, media partnerships, PR, radio and everything in between. 

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The Drum: Inside Sky Glass TV’s huge marketing campaign: ‘No one agency could have done this’