Issues with Sky Glass

[Freddie290410]

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 👍

[Jporch316]

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@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 👍

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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 

[JHH1]

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.

[Fothergill1]

@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.

[JHH1]

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. 

[Zombie+Warrior]

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]

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

[Freddie290410]

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. 

[Mitch100124]

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??

[Anthonywall56]

I have the same problem with my sky glass and all I get is switch Internet off and back on again I have Evan gone to sky's super fast Internet witch is not cheap 

[Zombie+Warrior]

I'm been having the same issue for over a year with no "fix" 

[dm251]

I got through to sky a d after them trying from there side decided to replace my tv because they could not reset it

[PhillipT1]

I have had all the problems mentioned above with both the glass and pug.  It is happening on a regular bases, weekly. It's so frustrating I no longer recommend the system to my friends and colleagues.

[vito160]

I have had theses problems with the Glass and the pucks for months/years I have always been told it is a local problem (my home) I now virgin broad band 1g so how can it be, but still I get it freezing, no internet connection, waiting to load, sometimes even after adds it asks for my PIN code and I have been watching for 46 mins, it really does have a mind of its own, just a shame I am paying for it to decide when and what I can watch