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Discussion topic: Problem with sky glass

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Avatar for frank+allen
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This message was authored by: frank+allen

Message posted on ‎19 May 2025 07:30 AM

Problem with sky glass

Programmes will not load.

Then technical error banner. 

This has been happening on and off for weeks. Have rebooted tv everyday to receive programmes 

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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr

Message posted on ‎19 May 2025 09:32 AM

Re: Problem with sky glass

Posted by a Superuser, not a Sky employee. Find out more

Hi @frank+allen 

 

Who is your ISP and what speed is your glass getting? You can check by opening netflix > go left hand menu > get help? > Connection check. Sky say you need 25Mbps for HD and 30Mbps for UHD.

 

Issues like this usually point to poor broadband performance either between your Glass and your router, or router and the internet. You may have a better experience using ethernet or homeplugs and turning WiFi off in glass settings.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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Avatar for lettice
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This message was authored by: lettice

Message posted on ‎19 May 2025 09:34 AM

Re: Problem with sky glass

Posted by a Superuser, not a Sky employee. Find out more

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

 

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Sky Community Superuser. What is a Superuser? Click here to find out
Sky Stream with two pucks (Former Sky Q and Sky+ customer), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
My good journey to Sky Stream from Sky Q. Click here to read
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This message was authored by: Anonymous

Message posted on ‎19 May 2025 09:58 AM

Re: Problem with sky glass

@frank+allen I think you are the latest customer to be a victim of the firmware error that many are experiencing and are waiting for Sky to fix. Read the marked answer in this thread and the last few pages for a possible workaround whilst we wait:

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

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