Sky Glass Gen 2 - BLANK SCREEN

[KayeRyd]

Hi All
I have had my brand new Sky Glass Gen 2 for all of two days. This evening I'm watching Beyond Paradise happily, and suddenly it shut down. The remote is not working either, and it can't be the batteries as it's brand new! Brought down the other remote from the pluck upstairs that didn't work either. We did everything, changed the socket it's plugged into, switched it off and on at the wall and on the side of the TV to reboot it. The Picture comes up, but it is frozen.
The two plucks upstairs work fine it's just the main Glass TV 
I've tried to find a phone number, but after holding on for ages, I gave up. 

Extremely disappointed and frustrated - Grrrrrrr 

[Anonymous]

@KayeRyd Nightmare. Try each of these steps and see if they help:

https://www.sky.com/help/articles/setting-up-sky-glass-sky-logo

If not, then I'm afraid ringing Sky is the only course of action. If it's a hardware issue the good news is that it's covered under warranty for replacement. It does happen. I had to send my first Gen Two back after less than a week due to a panel fault. 

[mikealanr]

Hi @KayeRyd 

Try unplugging from the mains for at least 5 minutes. A quick reboot doesn't always clear the cache in Sky Glass units. Once you have done this if service hasn't been restored try opening netflix and running a speed test (Netflix side menu > get help? > Connection check) to make sure your Glass is getting the minimum 25Mbps speed for HD and 30Mbps for UHD.

If the speed is above the minimum, It could be a fault with your Glass. In which case you will need to speak to Sky and arrange a replacement under warranty. We are fellow subscribers here on the community.

MikeAlanR

[peter-marlow+1966]

What is your broadband speed and how is the tv  connected to the Internet if you  are  connected  to the Internet by wifi  then try  connecting the tv  to the Internet by an ethernet cable it's  more stable and go into  the settings  and turn off the wifi, see if this makes  a difference, also the more devices that you have connected to the Internet the weaker the signal is to each device and you may need a  fast broadband speed, I  am on sky gigafast broadband 900mps full fibre to the property, with  a 55inch sky glass tv gen 1, a 55inch sky glass tv gen 2, a 43inch lg smart tv, a sky live camera, a freesat box, an Xbox,a tablet,  a laptop, a personal  computer, 3 mobile phones, 3 Alexa's a smart  meter and i  personally  have had no problems, you can find  out what speed  your  tv is getting by opening  Netflix go to get help click on that and go to check your network and run that. Also go to the my sky app  click on that  broadband  and run a service check to see if there are any  problems in your area or  your  hub. If  after  you have  tried  all this and the  problem  is still  going on then call sky and request a  replacement tv