So I have been having this issue for 5 weeks now and only recently have Sky acknowledged it is a wider issue.
Problems I have had;
- screen goes black while watching both normal channels or streaming apps, sound remains until you change channel or go back then no sound or vision...menus always appear fine just cant watch anything. This requires either a restart or factory reset to resolve (see below)
- screen goes black as per the above but a simple change of channel and back fixes it
- Turn TV on, Menus work fine as per the above but again black screen when selecting a channel (sometimes stating the tech fault message) or trying to stream content in app (wont buffer past 0% on iplayer or netflix for instance).
The TV being off for the whole day or overnight basically means you get the above when you turn it on. Sometimes a restart via settings works but the problem will be the same again if off again for more than circa 4 hrs. A factory reset often gets me circa 36 hrs before the probelm occurs again.
Sky replaced the TV on Good Friday but by the next morning it was the same problem on the new (refurbed) TV proving its a software issue. Since then I have struggled to even get someone to tell me if the issue is being looked at. I have provided countless descrpitions and photos and repeated what the problem is to so many advisors. I have done a number of videos showing how the problem occurs but they said they have a policy of not acceting videos.
After four weeks I asked for a refund of the TV so I could buy my own TV and take a sky stream puck (my pucks work fine). They said that technically their is nothing wrong with the TV its a problem with the operating model software so the warranty replacement policy is not triggered. Techically that is correct (a fire stick works without problems), however they advertise the TV as a all in one product so morally it feels like they are taking a wrong stance if nothing else. Given how long they have been aware of this I dont think I am being unreasonable and have tried to give them as much info as possible and cant even get confirmation they are considering it!
On the 8th May I spoke with the complaints team who promised to treat the issue seriously and handle it direct. I was promnised a call back on the 13th May wwhereby the glass tech team would have considered the referral,, however received a text on the morning to say they couldnt call and would call me on the 14th (today) ...they havent.
I still have no idea if they are attempting to fix the problem, considering it or anything. I have probably had 10+ calls and easily 10+ hrs on the phone and still no further forward.
Other points to note
- Have done the standard and full factory reset (powering down etc)
-sky have replaced the router (they sent someone out to "look at all elements", the guy whole arrived didnt work for Sky said he only dealt with broadband and had never worked on Glass! We switched over the router despite their being no issue just to give it a go but no change. The internet works fine!
- Sky kept trying to report the problem against other known issues such as "stuck on standby" rather than acknowledging it as a new issue for ages. Dealing with idiots with a set bunch of phrases all designed to get us off the call asap!
If I ever get a reponse of use will post. Sorry for length of post!
Last few days, technical fault with channel, disney plus etc works.
