black screen / freezing picture pucks upstairs black screen/ blue screen

[Janjon42]

receive my 43" Sky Glass,tuesday 26th October

Delivery guys very good, after that one problem after another.

we are a couple in our 70's so not that up on Technology, but it did load up ok to start with, Then screen froze with in a few seconds, restarted my router, turned power off for 15 seconds started up again and it did help. but still getting the intermittent black screen and freezing frames and voices out of sync.

set up the pucks upstairs bedrooms ( where my router is situated). blue screen with message to check router connection, then another blue screen saying no internet connection.

Tried Sky help but they tell me it is all new to them, I spent around 3 hours on the phone. was left to wait

3 or 4 days to see if it improves ( how)?

Think I will be sending it back and revert back to Sky Q + 2 mini boxes.

Very disappointed with the TV and especially the pucks 

Checked my mbps at 42, Sky rep and sales blurb states you need a minimum of 10mbps

I think its wi-fi problem and have asked them to send a technician to check ??

I really wanted this to work but not sure Sky done all their homework before putting to the market

[Lisa-P1987]

Hi there, I will escalate this to our community chat for you. Please look out for an email or blue chat bubble. We look forward to speaking to you.

[TimmyBGood]

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@Janjon42 wrote:

I think its wi-fi problem and have asked them to send a technician to check ??

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Unfortunately, unlike with Q which is an integrated mesh system with optional dedicated booster hardware, Glass relies on the subscribers own WiFi provision and there's no automatic support for that from Sky.

Even using Sky Broadband with Broadband Boost, the 'WiFi Guarantee' is for a much lower speed than Glass requires.

[Janjon42]

thank you for your reply, I was told by Sky so long as you have a minimum of 10mbps it will be ok,

I have checked my incoming speed between 36 -45 mbps checking in all the rooms. on 4  devices. 

It's really disappointing -  the lack of answers.from Sky.

[DarrenRaynor]

Having EXACTLY the same problem, latest black outs on the Sky Puck are very irritating, a few more days and it's a call to Sky and it's  going back along with the TV, which I am really disappointed with!! The picture is milky and mostly sepia like, hate it, they have really cheaped out on the s teen technology. 

[Janjon42]

My Sky glass has now gone back and finally been refunded. Sky sent me a complaints form - which surprise surprise they have not even bothered to respond to after 6 weeks. I have gone back to Sky Q.

[DarrenRaynor]

Done a reset using power button on bottom of puck and now it thinks it is a Sky Q box and is completely inaccessible 4 &6 on the remote not working!! Unbelievable!! 

 

 

[Janjon42]

The Sky Glass salesman told me I only need  10mbs for everything to work, When I first reported my problem I was told by the Sky Glass team that I could need 80 - 150mbps depending on how many devices I was using.