Sky glass losing picture

[Midwicket11]

I keep losing the picture on my sky glass, still have sound though. Called sky numerous times but still not resolved. Have done hard reset 3 times. Also reset router twice. Have plenty of WiFi speed so it's not that.

I have picture for about 5 mins then just sound. I turn it off and on again at the mains and it works again for another 5 mins. This happens up to 30 or more times a day or until I'm so fed up i stop trying. 

Please help!

[Anonymous]

@Midwicket11 It's an issue a few of us are having with both Gen TV's. Sky are apparently aware of it but we need to wait for a fix.

Some of us have found that going through a factory reset with Sky will clear the issue for a longer period than the normal 'soft' reset will. Sky do advise to go through it with them in case of problems re-setting the TV back up. 

It's not a permanent fix, merely papers over the cracks. 

[Jolly-olly]

I've just spoken with Keith at Sky and to put everyone's mind at rest they do know about the issue and are actively working on it. A note was added to my account. 

[Bugged]

I don't have the glass tv I have 2 pucks and I'm having the same issues as I previously posted about

[Jporch316]

@lettice 

another to merge to the main thread 

[Jporch316]

@lettice 

and another to merge ......

[lettice]

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@Jporch316 wrote:

@lettice 

and another to merge ......

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Done

@keira12 

@Midwicket11 

Have moved your posting into this ongoing issue thread.

Read this thread and the answered post from Sky on the issue.

Sky are investigating and we as Superusers are keeping them aware of many others having the issue.

[ScottishClaymore]

I'm having issues with my Gen 1 glass tv saying Please Wait programme loading but my tv hard wired to Sky Max hub

[TimBL]

Hi all,

I've been directed here by the Tech Lady at SKY as we are having issues with our SKY Glass 43" similar to others.

Turn the TV on, select a TV channel. After 4 to 5 minutes the screen goes blank but audio remains.  Selecting any other TV channel changes the channel but does not reintroduce the picture. Sometimes the audio returns, but sometimes there is no audio.

I've been resetting the Glass via the remote, but that only takes me back to the start of the cycle and another 4 or 5 minutes before it goes blank again.

SKY tech wanted me to send them a picture of the blank screen when it happened (!). And had me restting the TV via pushing buttons on the remote whilst turning it off at the mains.

After the first attempt failed, she had me do it again. When that attempt failed she said she could no longer help me, and to carry out that procedure every time it went blank. I queried that, and said its not really acceptable to reset the TV every 5 minutes, there must be a fault with it, and she directed me here.

Our broadband is very reliable, and as others has said we wouldnt be able to still hear audio or use the streaming apps or radio stations. 

I will try to reset the TV with the router off as a previous poster has tried and see if that will help.

What I don't get is as I understand the Glass is technically rented from SKY, so it its defective shouldn't there be an easier way to report faults because it may need repairing or replacing.

[Anonymous]

@TimBL The TV isn't rented from Sky. It's yours to keep and is covered by a two year warranty. If it's faulty within that time Sky have to replace it free of charge. 

However, replacing the TV won't solve this problem. It's happening to customers who have Glass on both generation models. It's a software/firmware issue that can only be sorted by an update from Sky. 

It is incredibly frustrating. I'm experiencing the issues as well. I've found a factory reset clears the problem for a longer period than a normal soft reset (you have to factory reset it every few days as opposed to every day). Factory resets should be done with Sky over the phone though in case of issues re-setting the TV back up. 

As I type this reply my own second gen Glass has just got the black screen of death appear - again. It happens when using any app, continue watching rail or on live TV. 

We can only await a fix, sadly. 

[rosiedan]

Also having the same issues with sky glass.

Strong internet connection ~500mbps, tried wifi and ethernet, all other devices in house working absolutely fine.

No luck with support so far, same old spiel.

[Anonymous]

Nothing we can do until Sky issue a fix via an update. It's nothing to do with the internet, it's a software/firmware issue.

I'm as frustrated as everyone else though all the same. 

[Mazza82]

Rang today and left with more questions than answers. 
- told its past 2 years so out of warranty. 
- had to continually underline this was a widespread issue, chap went away and confirmed this was the case and put it down to a software issue. 

Why is it acceptable for sky to continue to implement these catastrophic updates that derail swathes of customers and then basically say "tough, you'll have to wait for us to sort it.." we are paying for this! I spent decades as a happy customer with Sky Q. 

it's been a total disaster from day 1. Hoping you go x number of weeks praying you avoid the next glitch. Brought to market too soon, as consumers we've paid the price! 

would only advise the PUKs going forward, would never buy another TV. Total joke.  

[Bugged]

Same issues with my 2 pucks in the house so there definitely major issues with sky tech 

[Jolly-olly]

It is annoying that Sky haven't informed all their employees of this issue. Disgusting that some are being told there's nothing they can do.  I reported the other day and Keith immediately knew about the issue. 

Regardless it is taking too long for this to be fixed. It's a joke now. This morning it seems to be worse. Twice I've had to reboot already and about three times had to change channel. 

If this continues for much longer I shall be asking for some form of compensation for loss of viewing time and inconvenience.