Discussion topic: SKY Glass 55" - Loads of issues

This message was authored by SkipperOdyssey This message was authored by: SkipperOdyssey

SKY Glass 55" - Loads of issues

I fairly recently bought the new Sky Glass TV 55".

I have an excellent Broadband connection of 1GB Fibre to the House.

I appear to experience all the following issues:


1. Sound: When people are talking, their mouths do not move with the sound.

2. Pause: If I pause something and then after maybe 20 seconds go back to it and press play, i get a blank screen with sound.  I have to go back to the Home screen and back again to fix this.

3. When I wake the TV up, the home screen appears but you cannot select anything. (The remote has fully charged batteries).  I have to switch the TV off at the wall for a minute and switch it back on again to work.

4. Sometimes, I will be watching something either on TV or an app and the TV will just switch off. (The TV is on a unit with nothing around it to overheat it).

5. If I pause something while I go and have something to eat, I find the TV will un-pause after about 10 minutes and you cannot Pause it again without switching the TV Off and back on again after at least a minute.

6. Nothing Appears when I go in to My SkyVIP tab.


Any help greatly appreciated.  I do want to give the system a chance but these problems appear to increasing.


All Replies

This message was authored by Jporch316 This message was authored by: Jporch316

Re: SKY Glass 55" - Loads of issues

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

Hi @SkipperOdyssey 


Try removing and re pairing the remote 


The remote can be reset and paired again following these steps;

  1.   Press and hold 7 and 9 together on your Sky remote for three seconds.
  2.   Press and hold 4 and 6 together for three seconds.
  3.   Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

secondly pull the plug on your glass unit for about 5-10 minutes 


how are you connecting to your router ? WiFi or ethernet ? 

please could you do a speed test in the Netflix app on the glass by going into the get help section and running the network check


if you are connecting by WiFi is it possible to try connecting via ethernet cable (also turn the WiFi off in the glass settings) to see if the issues still persist 

43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
This message was authored by mikealanr This message was authored by: mikealanr

Re: SKY Glass 55" - Loads of issues

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

Hi @SkipperOdyssey 


Who is the ISP. There have been reports of issues with some routers being used but some of the smaller ISPs e.g. gigaclear etc. The general recommendation would be to connect via ethernet cable and turn WiFi off in the settings.


In terms of the TV turning itself off. Glass has energy saving functionality and a message is displayed on screen, but it is so short it's easily missed. 


See: https://www.sky.com/help/articles/sky-glass-tv-turning-on-off-glance-motion-technology#:~:text=Your%....


Re pausing you should be able to pause for 45 minutes according to https://www.sky.com/help/articles/rewind-or-pause-help-sky-glass#:~:text=You%20can%20pause%20live%20.... Generally due to the limited memory in Glass the recommendation would be to use watch from start feature and jump back to where you were with voice commands.


Re the frozen screen on start up. Change your settings (settings > startup and standby) tuen ON networked standby mode and turn OFF overnight power saving.


If you are within 31 days you can reject sky glass and return to Q if you were a previously a Q customer. But you will need to speak to sky as we are fellow subscribers.





65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.
This message was authored by Exiled-in-HH This message was authored by: Exiled-in-HH

Re: SKY Glass 55" - Loads of issues

Can't you just reject the Glass TV in the first 31 days and get a good quality TV and Sky Stream?

Exiled in HH

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