Freezing

[AngieFitz]

Live tv freezing and rewinding to same spot constantly again. SKY please admit glass is not fit for purpose and offer compensation or full refunds for the shocking viewing service I and many others have had to put up with, and still are. I have had these issues since early last year when I purchased the glass. Its not right that your charging full price for a service that does not work as it should most of the time!

[Tim+Adams]

Hi @AngieFitz 

You'd need to make a complaint to Sky directly and see what they say regarding compensation etc.

https://www.sky.com/help/articles/how-to-make-a-complaint

Thanks,

Tim

[Fothergill1]

@AngieFitz I feel your frustration but unfortunately you are not talking to Sky on this forum which is for Sky Glass/stream users consequently we are all just users and subscribers like yourself.

I see @Tim+Adams has already provided a link where you can lodge an official complaint with Sky.

[Kevin-7248 · Accepted solution]

Potentially a reduction in your bill as a goodwill gesture Sky would afford, but if your tv is faulty, then that too would be offered to be replaced and then try the new tv. 

I'd suggest phoning sky and explaining your concerns and see where you go from there. 

[Chelsey32]

This is happening to me.. constantly freezing.. can't do anything apart from turn it off at the wall.  Freezes all the time ita so frustrating to sit here with the TV off due to constant freezing if the TV..  I've been with sky 7 years never had issues with my broadband never .. since having this TV since Jan 11 2024.. been nothing but issues with the TV..  I've phoned 4 times.. was told to turn off other devices using WiFi.. I've I ly have 6 devices connected to WiFi I'm on one of the fast fibres .. did that TV still freezing.. was then told to by the booster considering I love in a bungalow TV is in bedroom router in living around.. about 4 meters apart from TV..  which should effect it never has b4.. got the booster all set up .. TV is still freezing and crashing down.. rang today we reset all the connections checked it all.. enter WiFi password again Into TV..  worked for 10 minutes.. then been freezing all nufht can't cope with this.. I'm disabled spend most days in my room.. so frustrating.. il be ringing again in the morning.. either take the TV back.. and refund..I wouldn't risk getting another one if they offered because this has put me off completely 

[Fothergill1]

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@Chelsey32 wrote:

This is happening to me.. constantly freezing.. can't do anything apart from turn it off at the wall.  Freezes all the time ita so frustrating to sit here with the TV off due to constant freezing if the TV..  I've been with sky 7 years never had issues with my broadband never .. since having this TV since Jan 11 2024.. been nothing but issues with the TV..  I've phoned 4 times.. was told to turn off other devices using WiFi.. I've I ly have 6 devices connected to WiFi I'm on one of the fast fibres .. did that TV still freezing.. was then told to by the booster considering I love in a bungalow TV is in bedroom router in living around.. about 4 meters apart from TV..  which should effect it never has b4.. got the booster all set up .. TV is still freezing and crashing down.. rang today we reset all the connections checked it all.. enter WiFi password again Into TV..  worked for 10 minutes.. then been freezing all nufht can't cope with this.. I'm disabled spend most days in my room.. so frustrating.. il be ringing again in the morning.. either take the TV back.. and refund..I wouldn't risk getting another one if they offered because this has put me off completely 

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@Chelsey32 You have 31 days from the date you activated your Glass TV to cancel your Glass contract for a full refund.  You mention that you received it on 11th January so if you activated it the day it arrived your 31 day period expired yesterday.  However as you have complained on a number of occasions and it is so close to the 31 days You would have an excellent chance of them cancelling without too much argument so you can revert to your previous SKy package but don't delay and further.

In another thread (HERE) there had been mention that Sky are currently not holding subscribers to their contract but I have no first hand experience of this so cannot confirm if this is accurate or not.

Good luck 🤞