Sky Glass Air keeps going blue screen and I have to keep resetting tv

[ElliotEllie]

Hi,

I have a 55" Sky Glass Air tv. I have had it for just over 1 week. It is the first time that I have had anything from Sky.  I have several problems with the tv and sky are refusing to help. 

I connect my Glass to the internet using an Ethernet connection. I have between 68-73mbps download speed. It is the fastest connection that I can get in the area I stay in. The only other things that are connected via WiFi are my iPad and iPhone and a medical device only when I am sleeping. 

The problems I am having with my Glass. 

When I am not using my Glass I like to turn it off at the wall to save electricity. Doing that means that when I turn it on again to watch tv I have to go through the entire set up process that I had to do when I first got my Glass. This usually takes over 2 hours to do as I have to wait to be able to reset my PIN everytime as it doesn't accept my mobile number or last 4 of my bank account number. I have phoned sky about this and they have said that I must have given a different phone number and bank account number when I signed up for Sky. Obviously I gave them the correct information.  When by some miracle I do manage to get into my tv to be able to watch programmes I will be watching something and it will then suddenly blue screen and say programme can't be played or it will stop with the picture still on screen and say programme can't be played. I have reset my Glass multiple times (having to go through the immensely painful out of the box set up process every time.) I have tried to watch a different program to the one I want to watch for a few minutes and it happens to that program as well. I have tried to get Sky to sort it but they won't. They are telling me that they can't access my account until I give them the correct information. I only have the  1 phone number and the one bank account. They are also saying that the address I am telling them doesn't match the one  my account. Which doesn't make sense as they delivered my Glass to the address I am giving them and the delivery driver phoned me on the day of delivery as per my request as I needed to speak to them before they arrived at my flat. Sky have also taken my £20 Glass deposit and my first months payment out of the bank account that I provided to them. I don't know what I can do to get this sorted. I don't want to have to cancel my subscription. 
Any advice or help more than gratefully appreciated. 

[GD1]

@ElliotEllie  Stop switching TV off at the wall it would stop the need to have to go through the set-up each time.

In standby the set uses a small amount of energy.  

You shouldn't need to go through the set-up process every time you turn on the TV, it also means the TV will get updated when a new software is released.

It seems your incorrect actions are causing the issues your experiencing.

Regarding the account issue I would raise a complaint https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Your post is difficult to read as there are no paragraphs it's just a massive block of text which is fatiguing to read and others will simply not read it or miss information due to this.

[lettice]

As mentioned above, do not power your Sky Glass  Tv off at the wall, as you are doing. This will be the cause of the issue your having..

Just put the Sky Glass TV into standby, using the remote control.

Like any modern smart TV, Sky Stream puck or similar device, they are designed to go into standby mode for day to day use. In standby mode it will use a very small amount of electrical power. In standby mode also it will do during that time and overnight, refreshes of apps, firmware and software updates.

As for your account issues.

If you log into your MySky app or MySky account online, check the details for your address, mobile and email address are listed there correctly.

If it was your first order with Sky, the address/mobile/email and bank details will be what you set up at that ordering time.

One thing, you mention a reset. It is not recommended to do the factory reset in settings on the Sky Glass Tv. You should only do this when Sky have requested you to and you are chatting or on call with Sky at the time of doing so. It can cause some account issues, that only Sky can resolve.

[Jporch316]

As above leave the tv plugged in - it will only cost you extra pennies a year 

also have you tried using wifi ?