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This message was authored by: Dave+r+robbo

Virgin internet connection problem

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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This message was authored by: KevNewMedia Answer

Re: Virgin internet connection problem

Posted by a Sky employee

Hi Everyone

 

THis issue has been confirmed as resolved.

 

I'm closing this thread, so that it's easier for the community to see if there's a problem in the future.

Thanks
Kev
Community Manager

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This message was authored by: GD1

Re: Virgin internet connection problem

Posted by a Superuser, not a Sky employee. Find out more

@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


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

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
This message was authored by: Jayboy1990

Re: Virgin internet connection problem

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

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This message was authored by: Dave+r+robbo

Re: Virgin internet connection problem

Yes rest of the house is fine

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This message was authored by: Dave+r+robbo

Re: Virgin internet connection problem

Was WiFi tried wired same result

This message was authored by: Jayboy1990

Re: Virgin internet connection problem

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!

This message was authored by: Jayboy1990

Re: Virgin internet connection problem

@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. 

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This message was authored by: Dave+r+robbo

Re: Virgin internet connection problem

Yep

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

This message was authored by: Jayboy1990

Re: Virgin internet connection problem

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?

This message was authored by: bucket57

Re: Virgin internet connection problem

@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😉

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This message was authored by: Dave+r+robbo

Re: Virgin internet connection problem

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

This message was authored by: Jayboy1990

Re: Virgin internet connection problem

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

This message was authored by: Jayboy1990

Re: Virgin internet connection problem

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

This message was authored by: bucket57

Re: Virgin internet connection problem

@Jayboy1990 @Dave+r+robbo

 


@Jayboy1990 wrote:

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


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

This message was authored by: Thorogoodies

Re: Virgin internet connection problem

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

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