Multiple Sky Glass 65inch Replacement TV's later.....

[andyGleeds]

So I bought a 65 inch sky glass back in 2022. I've had loads of problems. Three replacements under warranty and now two under sky protect insurance as the warranty has expired. Latest replacement (number 5) is having issues with pairing the remote. The remote works very  sluggishly using IR and needs multiple clicks to get it to select/click on a selection box on screen.  As soon as you try to pair it  so the mic button will work for voice commands, it says you need to pair your remote. Hold 4 and 6 then 1 and 3. Following this It says  connecting, then never connects and I'm left with a skip and setup later or hold 4 and 6 then 1 and 3 to re-pair. If I navigate to settings > connected devices > sky remote, it's says it's paired but pressing the mic button I'm greeted with the text at the top of the screen saying the device is not paired, hold 4 and 6 then 1 and 3 to pair it 😞 grr However it just won't work. Tried two different sky remotes now, same issue and that's after multiple factory resets. These latest sky remotes feel cheap, clicky and second rate. This product really is rubbish. Has anyone had any joy getting a full refund after multiple replacements? This tv is on finance, are there any UK consumer protections since it's on a finance agreement that would help leverage a return and full refund of all device payments?  I need to find the documentation out and read the small print. Just curious if anyone else had success?  I'm paying for a product that is as much use as a chocolate teapot. Really disappointed with them.  Apologies for the negative post, I'm just so frustrated with these tv boxes.

Cheers for reading and any advice you can provide.

Cheers

Andy

[TimmyBGood]

---

@andyGleeds wrote:

This tv is on finance, are there any UK consumer protections since it's on a finance agreement that would help leverage a return and full refund of all device payments?

---

No, it's not: purchase is through an unsecured personal loan and the television hardware is owned outright from the start.

Your argument is best pursued through consumer law, not financial regulation.

[Chasloyal]

Wow two Sky Glass owners voicing their discontent with the product round these parts on the same day 😲

Sorry to hear about your never ending nightmare, it's definitely a log of shame on Sky's part, but unfortunately I have no advice for you.

I've steadfastly resisted Sky's occasional attempts to nudge me over to Stream for as long as they've been doing it. I'm Sky Q for as long as we're able to keep and as for Sky Glass?

Well I best not say what my immediate thoughts were when I saw the Glass specs for the first time seeing you jumped on board with it. But to me it sounds like you've got every right to lob it back at Sky and they've a moral duty to accept the return if nothing else.

That's absolutely disgraceful, what an outrage! 🤬

[andyGleeds]

Personal loan = finance.....hence consumer law query?  

[andyGleeds]

Yep total trash, terrible product quality 😞 

[Exiled-in-HH]

Your current issue could be the remote not the TV🤔

Have you reported the issue to Sky?

[andyGleeds]

Morning, thanks for the above replies.

I will be speaking to Sky later today about this 5th tv, guess its time for number 6 lol

Regarding the remote, I've tried multiple remotes now and they all seem to develop issues with this particular tv. This is the only tv thats had this particular issue.

I have two sky stream pucks so I've tried pairing these remotes since they are the exact same model.

This morning I got remote number 3 successfully paired after resetting the others.

This initially worked however after approximately 50 mins it also started to struggle to connect to the box and issue commands successfully. I can press the home button and navigate between channels, inputs, apps etc. However the volume button wont't successfully issue commands, it started having this issue within 35 mins of pairing and I cant turn the volume up or down + the mute button doesnt work.

Fauly bluetooth/IR receiver module in the tv?

In addition, I have the enhanced experience enabled, however the tv wont detect when we walk into the room.

The tv also wont switch on using the remote, I have to power it off at the wall socket, wait a few minutes then power it back on at the wall. Eventually after 2 to 3 minutes, it will show the home screen. I never see the sky logo on boot like I used to with the previous units.

TV units and reasons for warranty or insurance replacement:

1 - Distorted sound/speakers
2 - Picture and backlight issues additionally this unit had a faulty wifi module.
3 - Central subwoofer speaker started blowing (We didn't even listen to the tv at a loud setting which could have caused this, always worried about upsetting the neighbours)
4 - Poor picture quality, massive pixellation issues, replaced after 12 days (Delivered early December 2024) (Sky Protect issued replacement)
5 - (This tv) Doesn't wake using motion, remote stops working properly, wont switch on, power button stops responding, volume rocker stops responding to comamnds (Delivered 30th December 2024 - Sky Protect issued replacement)

If there are any sky engineers on this forum, hardware or software, can you direct message me please?

I'd be happy to help troubleshoot these issues if there is a way to connect via ssh or usb serial and view logs?

Look forward to hearing from you.

Kind regards

Andy

[TimmyBGood]

---

@andyGleeds wrote:

Personal loan = finance.....hence consumer law query?  

---

Unsecured personal loan, so not linked to the item being purchased.  It isn't hire-purchase or payment by installments.

Arguing under consumer law should be sufficient: getting involved in financial regulation would be an unnecessary complication.

[lettice]

Have you tried repairing your remote using

On your Sky remote:

1. Press and hold 7 and 9 together for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds.
3. Wait until you see the 'Your remote is now connected' message and select Continue.

Sky help article on Sky remote issues:
https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote...

[TimmyBGood]

---

@andyGleeds wrote:

If there are any sky engineers on this forum, hardware or software, can you direct message me please?

That's not how the forum functions, and no such staff are present.

I'd be happy to help troubleshoot these issues if there is a way to connect via ssh or usb serial and view logs?

None that are customer facing.

---

[Chrisee]

@TimmyBGood & @andyGleeds Pedant mode on > strictly goods bought with credit whether on an agreement at point of sale or by using a credit card makes the credit provider equally liable for a consumers statutory rights see section 75 of the Consumer Credit Act  1974 there are limits but they wont apply to buying a TV.> pedant mode off.

However as Sky are the retailer, credit provider and incidentally also the manufacturer who issued the warranty it is totally academic. 

[Exiled-in-HH]

@andyGleeds An important point to your first post ... you will never get a full refund of all your payments ... you have been using Sky Glass TVs for more than 2 years ... the best you can expect is no more payments🤔

BUT even that is unlikely while Sky are willing to supply replacements😟

[andyGleeds]

Spoke to Sky, they talked me through troubleshooting, trying reset and pairing the remote and then recovery mode to force the software to update.. 

Immediately after reboot, I tried to watch a channel and immediately didnt respond to remote actions and the channel playing was really loud....couldnt turn the volume down and the advisor heard this too.

Eventually I said this needs to be replaced or refunded in full  as I need to buy a tv that actually works, I spend more time on the phone to sky than watching TV 😄

They have arranged a new tv to be delivered this week.

If that develops a fault they said to call back to discuss next steps.