Not happy. Just trying to share my sky glass Gen 2 experience

[pete1986andrew]

Afternoon everyone. Not happy at all.phoned sky to tell them about the experiences I'm having with the sky gen 2 and she told me to stop calling them I've called them twice in 2 days because when I switch the glass on in the morning after it's been in in standby overnight it says your program's cannot load so I have to restart the glass and then it seems to work fine all day the other problem I had was it a black screen on TNT sports 1 and the sound still coming out but no picture. I thought you were supposed to tell them if you had any problems with sky glass, but this particular lady in the call centre just didn't want to know. I called them so they could improve the next batch of software. Other than that, I'm really enjoying the sky glass Gen 2

[peter-marlow+1966]

Is your  networked standby mode on ? It might be that that is causing the problem 

[pete1986andrew]

Yes my network standby mode is on. I will try and take it off and see if that makes a difference. Thank you so much Peter

[Gavin+Noble]

@pete1986andrew A few of us have had the same problem in the past few days. It was resolved for me in my Gen Two set by speaking to Sky Technical and going through a hard reset of the TV. It is something they prefer to do whilst on the phone to them in case of problems. You can find the number for Sky Technical via Google because we can't post numbers here. 

You won't lose your Playlist or Continue Watching selections but you may need to go into Settings and re-set picture, sound, stand by options etc back up to your preference. If connected via ethernet cable you may also need to turn WiFi off again. 

Either way, the conduct by the person you spoke to at Sky is unacceptable. In your shoes I would raise a complaint because you are paying a lot for a product from them.

[pete1986andrew]

Thank you so much for your help! I love the sky glass Gen 2. It's just little bugs isn't it? Hope you're well

[pete1986andrew]

Just spoken to sky technical and they say it's a known issue and they're trying to work on it. He also took the audio from the previous call handler who dealt with my call and has given it to his boss. So thank you everyone for your help

[mrwwt]

You might also take a look at your internet provider, as people have had this problem before and it's turned out not to be Sky. If I remember some customers of Hyperoptic were having an issue.

[Gavin+Noble]

@mrwwt It's not an internet issue if you only lose the picture but not the sound. An internet issue would cause the loss of both. Sky have said to @pete1986andrew that it's a known issue they are looking into.