Faulty Glass Remote handset

[Bernie73]

The buttons on my Glass remote handset are now sticking and not responsive.  It is getting difficult to add programmes to my playlist as the + button doesn't always respond.

How do I order/request a replacement handset?  Do I call Sky?  Or can I do it online?

Advice will be welcomed, thank you.

[Fothergill1]

Hi @Bernie73 If you are still within your Glass TV warranty period (24 months) then sign into your MySky account at www.sky.com and then open the following link  Streaming TV replacement remote 

If you are out of warranty see this link: https://www.sky.com/help/articles/damaged-or-lost-sky-glass-remote

[Bernie73]

Hi @Fothergill1 

I tried your suggestion, however, I couldn't find the link "streaming TV replacement remote", so I typed it into search & came up with various options.  I signed in but I didn't see the link & typed in replacement remote then :

I clicked on damaged/ lost Glass remote & the option took me to Amazon Sky remote to buy for £29.99.

I got my new Glass TV a few months ago so it's well within warranty, why should I have to pay for a replacement.

Is buying a remote the way to resolve this?

Thank you for replying, I appreciate it, I could well have missed the link you suggested.

I'm going to call Sky & see what they tell me about what's covered in my warranty.  I have found speaking with someone at Sky can sometimes benefit me with offers they provide (wanted or not).

[Jporch316]

@Bernie73 

Try this link 

Replace remote

https://www.sky.com/help/forms/streaming-tv-remote

[Fothergill1]

Hi @Bernie73 I provided 2 links, click on the first one and it will take you direct to the appropriate form.  It will ask you to sign into your MySky account  at www.sky.com (unless you are already signed in). Just in case the link is giving you problems the full link is:  https://www.sky.com/help/forms/streaming-tv-remote 

If you are still having issues you will need to call Sky to discuss the matter.  If you have trouble getting the chatbot to understand just stay silent and it will eventually put you through to the Customer Services team.

[Bernie73]

Hi @Jporch316  @Fothergill1 

Thank you both, I did try the links again, but I may be doing something wrong.

I did call Sky and spent 40 minutes go through their list of tests, including photos of front & back of hand set & the batteries.  I said it seemed they were doing what they could not to replace the handset, despite  being within warranty.  I was told that the steps had to be taken, all steps did get the handset to respond.  Another thing I was told that there had been some Broadband connectivity issues last night termed latency, & timing coincided with handset problems.  
However, after all that I asked if a replacement handset would be provided, she said the transcript of the call would be reviewed & a decision made elsewhere about it.  I provided my details & a tracking number would be sent if the handset was to be sent.

I wonder if the online method would have included instructions on how to test the handset as well, I'll never know.

If I ever want a spare, I'll buy it from Amazon, which she said I could do if there was any accidental damage or I was out of the warranty period.

I appreciate your help.  thank you

[Fothergill1 · Accepted solution]

Hi @Bernie73  They must have tightened up on replacements.  When I first got a Glass TV about 3 years ago I soon found that the remote was chewing through batteries which were only lasting a few weeks.  I phoned Sky and they asked a few questions and offered to replace the remote.  Admittedly I had to phone a couple more times before I actually received one.

Fingers crossed for you 🤞

[Bernie73]

Hi @Fothergill1 

Thanks for the good wishes, I'll see if I receive the handset next week.

I got the original Glass 2022 & apart from hiccups, not surprising with new tech, I had no real issues with TV or remote.

I got the new Gen Glass in April/May & it works great & using new handset since then, no problems until yesterday.  
I guess some people may have tried it on to get new handsets so increased vigilence, who knows.

Thanks again for your support 😀