Fault

[Chris4286]

A year ago a SkyGlass outage left me without access to Netflix, which is part of my package. I can receive it on my tablet and Netflix confirm that I am registered to receive it through Sky.  They checked the problem and told me that the fault is within my TV and can only be fixed by the manufacturer. I have spent a year trying to get Sky to listen and going through the App refresh process to no avail. I was promised yesterday that the advisor would take ownership, put in a report and come back to today. A different advisor called and said he would check yesterday's notes while I held. He cut me off. Why does Sky make it impossible to get through to someone who will actually help?

[mikealanr]

@Chris4286 

We are fellow subscribers here on the community. But waiting for a year is extreme? Have the tried a full reset of your TV? Have you tried signing out of all devices on netflix? What is the actual fault? Is there a code etc.

Your only other option is to formally complain: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[Chris4286]

All avenues have been explored and Netflix identify the problem as a fault peculiar to my equip that is not fixable by the manufacturer. Sky does not understand and fobs me off. It's easier to do that and hope I will go away than to actually take action that might cost them.

[Chris4286]

My reply did not appear as I wrote it. Netflix identify the problem as being peculiar to my equipment and can only be fixed by the manufacturer.

[Mark39]

Manufacturer of the Glass TV? I have to admit I'm struggling to understand how Netflix could come to the conclusion that the issue is unique to your tv, amongst the millions(?) of Glass TVs in use. I've not seen an unsurmountable Netflix/Glass reported previously.

Perhaps if you can help with with the questions @mikealanr raised we may be able to help, or escalate to Sky?

[Chris4286]

The Netflix belief is that the outage blew a component in a motherboard.

[Anonymous]

@Chris4286 But how can that stop you logging into Netflix and not affect anything else? It's very strange. A component in the motherboard failing would surely cause more serious issues overall? 

[Mark39]

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@Chris4286 wrote:

The Netflix belief is that the outage blew a component in a motherboard.

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I really can't see how Netflix can even hypothesize that. Just your Glass TV? Sounds like unfounded speculation to me.

[MarkGoldsmith]

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@Anonymous wrote:

@Chris4286 But how can that stop you logging into Netflix and not affect anything else? It's very strange. A component in the motherboard failing would surely cause more serious issues overall? 

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That's exactly my thought

[Chloe-W22]

Hey @Chris4286 ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

I've escalated your post to one of our Community Messaging advisers to provide you with an update on next steps, keep an eye out for the chat bubble appearing on the Community screen. For more information on this service, you can see here.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Chris4286  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Chris4286]

Romana of Sky is back on the case and pursuing a solution via a tech team. Thanks to all those who have offered their advice.

[Lisa-P1987]

Thanks for the update @Chris4286  we will close your chat for the moment as it is already being managed elsewhere.