Not loading

[Dazzasky]

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@Kevin56 wrote:

My sky glass has not been loading for over a week now! I keep resetting it, unplugging it and resetting WiFi.

i have done everything needed and it's still messing up!!

getting very frustrated now!

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This is an on going issue @Kevin56 Sky are looking into it. 

[Kevin56]

I have yeah 

[Kevin56]

Yeah it is 

[Kevin56]

Thank you 

[TimBL]

I have raised a complaint with SKY, and had a link to WhatsApp them, so have been conversing with customer service today. They confirmed what has basically been mentioned on here. It's a known glitch, they're working on a solution but at the moment there is no workaround. 

I've asked what lengths SKY are going to go to to compensate users, but they haven't replied to that one. 

Unrelated (I hope), but this evening the Glass has been particularly glitchy. I'm up to 9 resets required since 1830, on a mixture of live TV and streaming apps. But also, when I reset the TV I can hear audio that isn't from what I'm watching, like there's an advert or a film playing in the background. 

[TimBL]

Has anyone looked at the "software disclaimer" menu item in the system management menu. It mentions something about OpenSource software, and then contains a raft of of software technical gubbins.

[Blue+Dog]

Another day, another reset - getting tedious now . . . 

[Stevo1070]

Same here, 2 resets, then when it goes black again, switch channels and it seems to ok. Until tomorrow morning. 

[Jolly-olly]

Third time in 15 minutes this morning so form completed 3 times. 

[Blue+Dog]

@Jolly-olly @Stevo1070 It seems to be getting worse ... 

[DSM85]

Same here. They just replaced my Gen 1 for the 2nd time (first time was bad picture issues, second time was this connectivity issue with random crashes).

TV was stable for the standard first 3 minutes of watching anything and in having the new TV for less than a day I've factory reset and also restarted TV about 6 times.

I believe this all started with the last software roll out. Customer service are really good or really bad depending on who you speak to. At least I can confirm it wasn't the TV itself. My internet speed isn't bad and changing between WIFI / Ethernet makes no difference on the whole to reliability.

You would have expected Sky to have sent out an email to all Gen 1 customers making us aware that this is now a known fault and they are working on it.

Out of curiosity - is this an issue for any Gen 2 customers out there? Tempted to punt this Gen 1 back to Sky and just opt to get a Gen 2.

[Blue+Dog]

@DSM85 It's affecting Gen 2 also - buying a new set won't help. 

[DSM85]

Good to know. It's amazing that when phoning Customer Support they don't flag this as known issue. Feel a bit better knowing it seems to be a lot of people but not great when you get the fear that when you sit down to watch some TV you can be a good 20 or so mins resetting etc to actually get your programmes to behave.

[Anonymous]

@DSM85 I'm one of the Gen Two customers getting this issue. I've found that doing a factory reset clears the issue for a longer period than the normal reset/unplug procedure does. It is something that Sky advise only to do with them in case it causes further issues when re-setting it back up. 

I do think it is an issue introduced in the last update but as that update fixed the speech sync issue after months of putting up with that it might not be worth rolling back! (I didn't have the speech sync issue on my Gen Two at all though, that was a Gen One issue for me). 

Sky customer service are a mixed bag though when it comes to reporting the issue. Some seem very aware of it, others not so much. I first reported it to them in early April and at that point I was told I was the first person to have this problem. Initially they were trying to tell me it was an internet error but I finally got them to accept it wasn't when I asked them why the Sky would go black but I could still hear the programmes sound. An internet error would cause the loss of both. Since then I have done multiple factory resets with Sky, which clear the problem for a few days rather than a few hours. 

[Jolly-olly]

The silence form Sky is deafening. If this Carrie's on without a resolution by the end of this week I am seriously thinking of asking to be released from my contract after 20 odd years with them.