Glass tv overnight

[Karatekeith]

So infuriated got a call finished up taking on a glass tv   Now I'm having to reconnect every morning getting a bit of a chore  what am I missing. And why can't I contact sky with out a twenty minute wait on the phone (or should I stop the payment for a month or two 😀). Any help would be greatly appreciated 

[BenJoBanjo]

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@Karatekeith wrote:

So infuriated got a call finished up taking on a glass tv   Now I'm having to reconnect every morning getting a bit of a chore  what am I missing. And why can't I contact sky with out a twenty minute wait on the phone (or should I stop the payment for a month or two 😀). Any help would be greatly appreciated 

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Do you have network standby mode turned on in the settings?

Don't stop your payments for a month or two, for your own sake. It affects your credit record and in fact makes it harder to contact Sky because you will be in breach of contract. 

[lettice]

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@Karatekeith wrote:

So infuriated got a call finished up taking on a glass tv   Now I'm having to reconnect every morning getting a bit of a chore  what am I missing. And why can't I contact sky with out a twenty minute wait on the phone (or should I stop the payment for a month or two 😀). Any help would be greatly appreciated 

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Change both your Sky Glass TVs to the following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.

Turn wifi OFF under Network if your TVs are connected via ethernet.

Once you have made the changes in settings above, do a settings restart straight away on both your Sky Glass TVs.

This ensures that the options are saved correctly.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass TVs will perform a reboot. It will take a few minutes to complete

[Karatekeith]

I've changed settings and I'm in position not to need to worry about my credit rating anymore. It would focus them more 😝😝

[Karatekeith]

Hi all tried everything so far nothing changed sky glass needs reset every morning however puck other side of wall is ok so not router issue. Seriously thinking of send glass back not wort the hassle. Any other ideas ?

[2muchTV]

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@Karatekeith wrote:

Hi all tried everything so far nothing changed sky glass needs reset every morning however puck other side of wall is ok so not router issue. Seriously thinking of send glass back not wort the hassle. Any other ideas ?

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I think you have 31 days from receipt of your Glass to send it back.

However, if you are outside of this you are going to have to work with Sky to deal with the issues, which might mean they replace the set so long as it is witin the 2 year guarantee or comes with an extended warranty.

Remember, the Glass belongs to you... the payments you are making are a loan and whatever you do with the Glass, the loan has to be repaid in full.

Finally, if you are in the UK, you could look at the Consumer Rights Act 2015 which states goods should be of satisfactory quality and fit for purpose. 

[Gincap]

I have the same issue, all settings as described above even show those settings when I check but every day when switching on the TV has no Internet connection despite Ethernet attached, go to network settings and it reconnects just by going into that menu very weird!  

[Karatekeith]

Yes its really strange,looks like i will have to camp on the phone later and chat about returning it 

[lettice]

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@Gincap wrote:

I have the same issue, all settings as described above even show those settings when I check but every day when switching on the TV has no Internet connection despite Ethernet attached, go to network settings and it reconnects just by going into that menu very weird!  

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In your case, something to consider.

We have seen this previously on here with issues when customers have their ethernet run through an unmanaged switch or connected via a Mesh, rather than direct to their router.

The switch or Mesh and the Sky Glass TV or Puck drops a handshake overnight, even with the recommended settings above set.

The cure was to run to an ethernet cable direct to the router or recheck the mesh settings in some cases.

[Gincap]

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@lettice wrote:

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@Gincap wrote:

I have the same issue, all settings as described above even show those settings when I check but every day when switching on the TV has no Internet connection despite Ethernet attached, go to network settings and it reconnects just by going into that menu very weird!  

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In your case, something to consider.

We have seen this previously on here with issues when customers have their ethernet run through an unmanaged switch or connected via a Mesh, rather than direct to their router.

The switch or Mesh and the Sky Glass TV or Puck drops a handshake overnight, even with the recommended settings above set.

The cure was to run to an ethernet cable direct to the router or recheck the mesh settings in some cases.

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@lettice 

Thanks for that info but the TV is direct to the router. I do have a mesh system but the TV is not connected via that it is direct. 

It happens every first power on from standby each day future on/off throughout the day has no issues. 

Nothing else in my house suffers this network drop and with hundreds of posts here on this and similar issues it is leaning to software or equipment issues with Glass and Stream. 

Personally not a major issue but a tad annoying each and every day.  For those not tech savvy I can see this as a major problem and possibly a game changer in owning Glass or Stream. 

Sky need to get to the bottom of this!  

[lettice]

@Gincap 

Thanks for your more detailed update.

I have asked in our closed forum for any further help.

If we hear anything further we will let you know.

I have noticed Myself for previous Puck and Glass TV threads and posts with the issue over time, that my recommendations above, often seems to cure the issue.

But I do note that sometimes it does not (would sometimes after our help here be guiding a customer calling Sky for further diagnosis)  hence why I am reporting as above for any further clarity.

[NeilMcdonald]

Sky tv glass everyday i have to keep resetting the wifi its **bleep**

[lettice]

@Karatekeith @Gincap 

In addition to mentioned above, some feedback from Sky.

As well as having recommended settings, is to do a network reset.

Reboot your broadband router.

Do a Settings network reset on the Sky Glass TV?

1. Select Network settings on your TV.
2. Select Reset.
3. Wait while your network is checked, then select Confirm.
4. Now, follow the on-screen instructions to:
   • Connect to a Sky hub
   • Connect to a router from another provider

Also, Sky have asked is this only happening on your Sky Glass TV, or does it do same on any pucks you may have?

[Karatekeith · Accepted solution]

Strange thing i have a puck four inches away on other side of the wall mo issues. Must say however the hard rest suggested by sky has worked 👍😊

[Gincap]

@lettice 

With regard the addiitionsl steps I have also done this but the issue remains it is as if the TV retains information that cannot be cleared or refreshed to new settings. That said yesterday and this morning the TV had no network issues. It is pretty random or hit n miss 🤨

The puck has lost network connection but very infrequently but it does happen the main culprit is the Glass.

As I've said previously I've been in TV manufacturing for over 30 years. I suspect when the TV is set up it looks for WiFi by default, I can only assume that despite turning off WiFi the TV software is still looking for a WiFi signal even thought it is hard wired, when you turn on it looks for WiFi, when going into network settings it does show connected because the ethernet is in place. Only by then exiting the menu does the TV refresh and connect, 

In reality the software should know an Ethernet cable is in place and turn off WiFi automatically a user shouldn't have to go through the steps reported above it is poor software design by the programmers. The assumption is wifi is the better option but how many posts are there telling users Ethernet is the best option. 

I can faff about and get it going but many cannot and actually shouldn't have too. 

I'm not having. dig here but it is very rare for Apple TV, Fire sticks, even Sky Q etc etc to have connectivity issues but there is an issue with Glass & Stream and really Sky technical need to find the solution not users turn on and off equipment around the home and following processes that should be automatic to get things working. 

Hopefully this is on a to do list!