22 Oct 2024 01:09 PM
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 👍
22 Oct 2024 06:13 PM
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
24 Jan 2025 12:47 PM
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.
24 Jan 2025 01:50 PM
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.
24 Jan 2025 02:01 PM
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.
26 Jan 2025 12:54 PM
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 ?
26 Jan 2025 02:06 PM
Definitely a fault. Got to say I'm struggling with the support, go through resets of the TV but nothing seems to work.
26 Jan 2025 02:10 PM
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.
04 Feb 2025 11:44 AM
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??