Virgin internet connection problem

[Dave+r+robbo]

Hi all 

my sky glass as lost its internet connection.

re started the hub twice stays in for about a minute then drops again .

rang sky they say it's a known issue but don't know when it will be fixed .

im now paying for sky glass and watching freeview.

h

had glass since 7th November all been fine until yesterday .

needless to say I'm not happy and sky know it.

anyone else had this issue and got round it

[GD1]

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@Dave+r+robbo wrote:

Hi all 

my sky glass as lost its internet connection.

re started the hub twice stays in for about a minute then drops again .

rang sky they say it's a known issue but don't know when it will be fixed .

im now paying for sky glass and watching freeview.

h

had glass since 7th November all been fine until yesterday .

needless to say I'm not happy and sky know it.

anyone else had this issue and got round it

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Are you connecting over wifi?  Are you able to use ethernet or powerline adpaters?

[Jayboy1990]

I assume only glass is affected? Everything else else fine connection wise?

[Dave+r+robbo]

Yes rest of the house is fine

[Dave+r+robbo]

Was WiFi tried wired same result

[Jayboy1990]

Rebooted the tv? Tried a different Ethernet cable? Rebooted router?

failing all that I think it's a full reboot and link the tv back up again!

[Jayboy1990]

@Dave+r+robbo  

The process I would take is as follows;

-switch off using side standby button

-unplug at mains

-hold down power button on side whilst plugging into power

-continue holding for a few seconds then release the side standby button

this should go through a software refresh and ask you to enter a code on skys activation page in a web browser. 

[Dave+r+robbo]

Yep

trying factory reset but won't connect to internet so I'm stuffed

[Jayboy1990]

Hmm, I am totally out of ideas sadly. Do you have a friendly neighbour that would allow you to hook onto their broadband to check if that will possibly work? 

Did sky offer a replacement by any chance?

[bucket57]

@Dave+r+robbo 

Hi,

What broadband provider, is it VM?

Edit: oops didn't read the title🥴

I don't have glass but have Q and had exactly the same problems this morning with VM hub i.e. connected to hub but no connection to internet (have always used ethernet and no problems for a year).  Anyway based on a suggestion I had seen a while ago, in Q terms I went into network settings and changed the DNS server manually to 1.1.1.1 and everything sprang to life. As I say I don't know how glass works regarding network but the symptoms are remarkably similar...if you can change settings manually then it is at your own risk of course😉

[Dave+r+robbo]

Latest update is they are sending a replacement on Saturday .

I then have until the 3rd to make up my mind if I keep it.

I was very very close to sending it back and going to Q again ( which may happen if I have the same trouble )

I seem to think they suspect something as gone wrong inside this one.

they kept saying there is a known issue with virgin but my brother as virgin on his glass and it runs fine.

many thanks for all your suggestions everyone

[Jayboy1990]

@bucket57  Sadly sky glass doesn't allow you to set DNS servers manually!

[Jayboy1990]

@Dave+r+robbo  I am with virgin and no issues. 

[bucket57]

@Jayboy1990 @Dave+r+robbo

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@Jayboy1990 wrote:

@bucket57  Sadly sky glass doesn't allow you to set DNS servers manually!

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Ah, ok, sorry to have suggested a non-starter🥺🙂

[Thorogoodies]

Yep had the same problem just been on the phone for 30 minutes went through two customer service representatives and got to the third one who told us it is a known issue. They don't know when they can fix it and like you we are now paying for a service that we can't get not happy will check again tomorrow and the day after and hope it's fixed but nothing you can do I've tried everything with them ! fingers crossed