No internet connection ( but the internet is working fine)

[laafrancois]

Hello,

I am now stuck with my sky glass.  It has been working fine for a year or so but today it's saying no internet connection.  It was connected to WiFi ( right next to the TV) which I have reset, powered off and on , TV unplugged for 5 mins with no success. It says it's connected to the router but no internet connection. 

I then tried to connect via ethernet with  no success and the same router connection but no internet.  

I will now try a factory reset but after that I'm out of ideas.

Anybody else have or have had this problem and know of a solution? 

Many Thanks

Lee

[GD1]

@laafrancois  I would try these steps.  Power down your Glass TV, then power off your router, power router back up, allow to fully reboot.  Then power up the Glass TV.

[laafrancois]

Thanks for your very quick response.  it's going through the factory reset startup at the moment so I will try this when it comes back.

[laafrancois · Accepted solution]

Good news .. the issue has been resolved.

Bad news.. it almost cost me £480.

So in the end I phoned support as all options failed.  The very nice and helpful guy on the phone tried everything to get it back online without success.  He did say to leave it unplugged overnight and check again in the morning.  If it didn't work then there was no options left but to replace the TV.  My first reaction was oh that's good service until he said he would check the cost of the replacement ( £480).  I was not happy but said we would check overnight.  I then remembered that I still have a sky puck so that may save me £480.  The sky puck gave the exact same issue, which although was bad news it also ruled out there being a fault with the TV.

I then searched the internet and found a post on here about Vodafone broadband and sky glass/puck issues that suggested using the DNS addresses of 1.1.1.1 and 1.0.0.1 in the router.  With nothing to lose I made the changes, rebooted the router and the glass is back online.  

Overall I couldn't fault the guy on the sky helpdesk he did try his best and he doesn't set the rules.

So I hope that this post may help others. 

[Sezzy45]

This post looks helpful, but how do you actually do whats suggested....??