3 black horizontal lines at top of sky glass screen

[sierraromeo]

Can anyone help? I'm an elderly vulnerable person who has had Sky Glass for less than one year and when I switched it on one morning a few weeks ago, 3 thin black horizontal lines appeared at the top of the screen and have not disappeared since, even after switching the tv off at the end of each night and on again later the next day. I've tried to explain the situation to Sky who advise to claim on my house insurance to have it repaired and insist they are unable to help in resolving the issue. 

[Phxntomation]

Sky Glass TVs come with a 2 year warranty. As you said you've had it under a year, it will still be covered.

I'd call Sky up again and push for this to be replaced. As it wasn't accidental, you shouldn't have to claim on your insurance to get it fixed.

[mikealanr]

Hi @sierraromeo 

As @Phxntomation has pointed out Glass comes with a 2 year warranty. Make it clear to the Sky advisor that it's not accidental damage and a replacement is required under warranty. You can point them to Sky's own knowledge article outlining the 2 year warranty: https://www.sky.com/help/articles/warranty-sky-glass.

If you still get no joy, you can make a formal complaint details here: https://www.sky.com/help/articles/how-to-make-a-complaint

Hopefully it won't come to that, and it was a case of a poorly trained customer service advisor.

MikeAlanR

[sierraromeo]

Thank you for the comments left and for your help! It's really appreciated as it has had me worried that I was being abandoned by Sky. 

Thank you for the links @mikealanr I really appreciate it. Thank you for taking the time to find them and pass them onto me.