Do not get sky glass

[RichardG468]

My sky glass is out of warranty but sky have carried out a software update that means I'm having issues with connecting. Keeps losing network. Been on calls for 2days! Even sky reps are seemingly getting frustrated!  Tried everything over and over again. only suggest from sky now is new tv. If it was within warranty then they would replace the tv but they won't as it is out of warranty. why should I have to purchase a new tv when the issue relates to a sky software upgrade

[Mister_Dalek]

@RichardG468 

Unfortunately you'd need to somehow prove that the software update was the cause of the issue you're having. 

Sky Glass has only ever come with a 2 year warranty. This is the same for everyone who has purchased one. If the software update caused an issue with everyone's Glass TV then Sky would do something about it, but if a component in your TV has somehow failed outside of the warranty period and it's merely coincidence that it failed around the same time as a software update, then you'd need to prove that the two are related. This will be tricky. 

I'm presuming you've tried a full factory reset of the TV? If that hasn't fixed it then all I can suggest is perhaps contacting Sky's official repair centre here: https://www.sky.com/help/articles/sky-glass-tv-repairs 

They may be able to give you a quote for diagnostic and repair of your TV.

Personally, I'd also recommend when spending hundreds of pounds on a TV, a piece of technology used regularly in most households, that some form of extended warranty is added.

With Sky Glass you can purchase Sky Protect insurance or, if you'd prefer a more modern smart TV to perhaps use with a Stream puck,  somewhere like John Lewis or Richer Sounds provide a 5 or 6 year warranty at no extra charge on every TV they sell. 

[RichardG468]

The tv is working fine. It will work fine with an Ethernet cable but as soon as that is taken out, then it either won't connect or if it does connect then it disconnects and we have to restart again. This happens consistently. There are no issues with the broadband (that is sky too). I have spent over 8 hours on the phone to sky representatives over 2 days literally doing the same things over and over again and the same outcome! It is the sky representatives who are suggesting it's to do with the software update. The tv is not fit for purpose as it was purchased entirely for the  sky glass experience. I appreciate that sky protection is available but I shouldn't have to purchase that for a software update carried out by sky. Sky shouldn't be installing software updates if it causes problems for owners of the tv. New potential sky glass tv purchases should take this into consideration and avoid it.  like you say, get a good tv from John Lewis etc

[Suskha]

Mine updated and still uses WiFi without issue.

[TimmyBGood]

As I've speculated elsewhere, I suspect current consumer protection legislation is inadequate in this context because it pre-dates technology which can be updated remotely by the manufacturer even after the hardware concerned has ceased to be covered by a warranty.

It's perhaps interesting to note that according to the country specific Help information, in the Republic of Ireland it's possible for an individual user to opt out of such updates, presumably because the law there is different to the UK (where the option described below doesn't appear)

Your Sky Glass TV will receive automatic software updates through the Broadband connection. You can choose to opt out of receiving these automatically.

When you link your account during activation, you are automatically opting into software updates. You can only amend this on the TV itself by following the instructions below.

Using your Sky Glass remote:

Using voice search say "System info" or, press the 3 dots on the remote, choose Manage Settings and then System Management and Resets & updates

Select Automatic software updates and switch them off

Press Continue to confirm

[Jporch316]

@RichardG468 

What happens if you connect to a different wifi such as a mobile hotspot?

[AndyFenwick-Green]

The  consumer rights act 2015 states if the goods are faulty i.e.. an inherent fault (a manufacture's fault) which is nothing to do with wear and tear or misuse. If goods have not lasted for a few years (up to 6 years depending on the price paid) then it is a manufacturer's inherent fault (component has not lasted as long as expected), therefore, we are entitled to a remedy by law. The remedy will be either a free repair, or a refund taking into account usage. The retailer is entitled after six months to ask us to prove it is an inherent fault, ie we have not damaged it. This could be an expert report. However, if the expert reports states that we have not caused the fault, then we would be entitled to the remedy, plus any out-of-pocket expenses including the report costs. If remedy is refused, then the retailer is in breach of contract which is breaking the law. Therefore, we will be entitled to take the retailer to the small claim court. The retailer is not entitled to ask us to get an uplift code etc, as this will have nothing to do with the manufacture. Nowhere in the consumer rights act 2015, does it state you need to go to the manufacturer for an uplift code. If they insist, then get them to quote the consumer rights act section that states you need to go to the manufacture for an uplift code as by law you don't need to give any uplift codes. If the retailer states it's their policy, then state their policy does not override our statuary right under the consumer right act 2015. A lot of retailer's state "sorry there is nothing we can do as the warranty has expired". By stating that, they are in breach of contract as they are denying us our statuary rights. We only have a contract with the retailer so they can't by law fob us off by telling us tocontact the manufacture. If they do they are only trying it on so jerk their responsibilities to save them money (most likely, as relying on we don't know consumer law) or they are ignorant to the law! If the retailer still refuses to sort the issue out after a year, then the options left are to go to the small claims court, or if purchased with a credit card and the goods are over £100 then do a section 75 claim for the retailer being in breach of contract. When doing the section 75claim you must quote "breach of contract". the claim could be denied for the first time just to save the credit card company money. My advice would be don't take no for an answer. Keep pushing for the section 75 claim. The credit card company are within their right to deduct reasonable usage.