SKYGLASS 55 inch

[Taylor2Sky]

Please can someone help me?
my screen is pure white just a shadow at the back of the channel.

I've unplugged the TV and left it for approximately 25 minutes, I switched it back on and still it is a white screen and just with a shadow of the program of ITV1.

I tried resetting it and it remains the same the screen is pure white with just the shadow at the back. I selected a channel ITV and it's the same total wide screen with just the shadow of the channel the faces are all white.
please please can you help me?

many thanks Taylor

[GD1]

@Taylor2Sky  How old is the Glass TV?

Sky Glass comes with a two-year warranty. Sky Glass speaker fascias have a six-month warranty (this does not apply to Sky Glass Gen 2). 

[Anonymous]

@Taylor2Sky It sounds terminal to me but I suggest you speak to Sky at the earliest opportunity to get their input. 

How long have you had the Glass? If it's less than two years you are entitled to a replacement under warranty. If it's longer than that then unless you have Sky Protect cover you'll be looking at repair/replacement I'm afraid.

Your other slim chance is to try the step four part in this recovery process before you ring Sky:

https://www.sky.com/help/articles/power-issue-help-sky-glass

[Taylor2Sky]

Hi

thank you for your suggestion I really don't know what I'm doing.

if you could give me a step-by-step I'd really appreciate it.thanks so much Taylor

[Taylor2Sky]

I don't know how long I've had it.
this is very depressing.

as I'm disabled and TV is my only comfort.

I have a puck in my bedroom and I haven't got any issues with the screen.

I wonder if Sky would know if would know how long I've had it for.Taylor

[Anonymous]

@Taylor2Sky 

Step by step:

Try the recovery process.

1. On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.

2. Switch off your TV at the mains again. There's no need to unplug it.

3. Press and hold the Standby button on the right-hand side of the TV.

4. Keeping your finger on the button, switch

the power back on at the mains and wait until you see the LED lights flash, then remove your finger.

5. Let the Sky Glass TV complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.

6. Switch the TV back on and follow the steps on screen to set up your TV. 

[Taylor2Sky]

Thank you so very much.

I will have to wait for my carer tomorrow to come and help me as the switch is a little further from the TV as it's on the wall.

I can catch up again with you tomorrow I'm not sure what time if that's okay with you?

thank you for your kindness and your help you've already been so wonderful I can't thank you enough. Taylor 

[Anonymous]

@Taylor2Sky There's always people willing to help if we can. I don't have high hopes the recovery process will work but I hope it does. If not, you'll need to ring Sky and see what they say.

[Taylor2Sky]

Hi

sorry for my delayed response due to it being very late last night.

we have managed to do the set up as you said step-by-step it states that it's finishing the rest of the set up so you can start watching your favourite shows and at the bottom of the screen it says continue but I'm not sure if I'm supposed to click the continue although there's a sliding that in highlighted in blue about the set up so I don't know if I have to wait.so I won't press the continue until I see if it's setting it up. The process.

[Taylor2Sky]

Good afternoon I'm sorry it didn't work so I don't know what to do
does anybody know the number to call Sky this is very disappointing

[Taylor2Sky]

hi I have done all the step-by-step no joy.

I did it to factory settings no joy

I rang the Sky mobile number surprise surprise they are closed

the chat Helpline guess what closed surprise surprise

I bought the Sky glass 2022 surprise surprise it breaks down when it is now expired surprise surprise let's just say I am P off to the max so it looks like I have to go out and buy a new TV well never again with Sky I will cancel all my subscriptions and and go with virgin like a virgin LOL but thank you everyone who has tried to help but no joy surprise surprise.Taylor

[Taylor2Sky]

Good morning
I spoke to Sky yesterday Sunday it's a bank holiday today Monday, and I'm waiting for an engineer to call me I sent a screenshot of the television screen and the lady said that she would escalate it to the engineer so it's just awaiting game.