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Discussion topic: Issues with Sky Glass

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This message was authored by Freddie290410 This message was authored by: Freddie290410

Issues with Sky Glass

I've been experiencing issues with my Sky Glass TV for a while now. 

 

It's becoming increasingly frustrating, I've tried calling Sky but with very little difference to solving the problem. 

 

Two main issues: 

 

1. It stops/freezes/turns itself off with a "cannot connect to the internet" message. I unplug, restart etc etc and it still won't connect. After a period of time it reconnects, however it is becoming more frequent and in all honesty I don't think it's fair that we have to go through the switch on/switch off, wait for reconnection process almost daily. 

2. The second issue which has started more recently is a freezing of the picture and a really awful noise like a jackhammer. The only way to resolve this is to unplug, switch off and switch on, wait for reconnection. Again I don't think this is fair to expect customers to follow this process every time it happens. 

Clearly there are technical issues with the Sky Glass TV and I would like Sky to resolve the issue. 

Can anyone offer advice on next steps? I've tried calling and I get advised to go through all the steps outlined above. I'm at the point of not wanting the TV any more. 

Thanks 👍

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This message was authored by Jporch316 This message was authored by: Jporch316

Re: Issues with Sky Glass

Posted by a Superuser, not a Sky employee. Find out more

@Freddie290410 wrote:

I've been experiencing issues with my Sky Glass TV for a while now. 

 

It's becoming increasingly frustrating, I've tried calling Sky but with very little difference to solving the problem. 

 

Two main issues: 

 

1. It stops/freezes/turns itself off with a "cannot connect to the internet" message. I unplug, restart etc etc and it still won't connect. After a period of time it reconnects, however it is becoming more frequent and in all honesty I don't think it's fair that we have to go through the switch on/switch off, wait for reconnection process almost daily. 

2. The second issue which has started more recently is a freezing of the picture and a really awful noise like a jackhammer. The only way to resolve this is to unplug, switch off and switch on, wait for reconnection. Again I don't think this is fair to expect customers to follow this process every time it happens. 

Clearly there are technical issues with the Sky Glass TV and I would like Sky to resolve the issue. 

Can anyone offer advice on next steps? I've tried calling and I get advised to go through all the steps outlined above. I'm at the point of not wanting the TV any more. 

Thanks 👍


Hi 

 

how are you connected to your router ? If WiFi can you try temporarily using an ethernet cable and turning off the wifi in the settings 

 

if the issue persists please report back and I can escalate your post to the online sky community support team 

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43inch and 55 inch Sky Glass & sky live camera 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims.
This message was authored by JHH1 This message was authored by: JHH1

Re: Issues with Sky Glass

Re your second item, I am often having the same problem with screen freezing and horrendous noise. I carried out routine advised by Sky help but the problem continues. This is an issue which SKY should own up to and remedy.

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Issues with Sky Glass

Posted by a Superuser, not a Sky employee. Find out more

@JHH1  It sounds as though your Glass TV has developed a fault.  Give Sky a call for some troubleshooting and if it is still within the 25 month warranty you could discuss a replacement.

 

If Sky is your mobile provider you can phone them by  dialling 150.

 

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.

 

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This message was authored by JHH1 This message was authored by: JHH1

Re: Issues with Sky Glass

Many thanks. I did speak with Sky and they checked things remotely and advised that the issue is likely a break/stutter in the internet connection. Reset and will see how things go. 

This message was authored by Zombie+Warrior This message was authored by: Zombie+Warrior

Re: Issues with Sky Glass

Hi

Im also getting  no2 issues as you are with no answers. Varies from 1-2 times a week to once every 2-3 months ?

Freddie290410
Topic Author
This message was authored by Freddie290410 This message was authored by: Freddie290410

Re: Issues with Sky Glass

Definitely a fault. Got to say I'm struggling with the support, go through resets of the TV but nothing seems to work. 

Freddie290410
Topic Author
This message was authored by Freddie290410 This message was authored by: Freddie290410

Re: Issues with Sky Glass

Also tried the ethernet cable and it has stopped the disconnection issue. However, it has developed a "lag" - especially with thevisual picture vs. audio on live sport...the commentary is ahead of the picture and it makes live sport almost unwatchable. 

This message was authored by Mitch100124 This message was authored by: Mitch100124

Re: Issues with Sky Glass

Hi

I have had similar issues with the Puck.

*  Screen going black

* Getting a 4 section division on the screen

* lip sinc is out

Done all the resets with sky, checked with the internet supplier and its ok. Got a new puck, the problem frequency has reduced but still there.

I believe there are issues other than the lip sinc i have not been told about.

 

Were do you go if its not sorted, Legal??

 

 

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