Sky Glass Gen 2 HELP

[LinShiv]

We had sky,+, mostly ok until recently so we got got Sky Glass Gen 2.   So far so bad!!  It is one of the most annoying TVs ever, picture quality fine at first then went completely black halfway through a film...we could here it but not see a thing.   Then..picture keeps stalling...technical issues galore, keep having to input password for internet..... Please can anyone convince us to keep this as we are only 2 days in and already planning to return.  HELP

[Anonymous]

@LinShiv If you're connected via WiFi I would try using ethernet cable to connect instead. It provides a more stable connection. Turn off WiFi in the settings if you use ethernet. Also set Networked Standby Mode to On.

As for the black screen issue - this is a firmware issue we are expecting Sky to fix. It's been going on for a couple of months now. A temporary workaround is to log out of the Prime Video app as we believe it's that app causing the issue. 

In the end you have 31 days to decide if you want to keep it but there is a £25 collection fee payable if you cancel. You are also advised to take video/photos of the TV working and its condition in case of damage disputes. You also need to do a factory reset.

[LinShiv]

Thank you for your useful guidance.  We will try with the ethernet cable and see what happens but not feeling too optimistic but let's see.  To be honest, it'll be worth 25 quid to return if this TV doesn't start to live up to the hype....very disappointed so far.   Thank you so much though...will defo do all you suggest.  LS

[Anonymous]

@LinShiv Ethernet does make a difference. When I got the Gen One back in 2021 I used WiFi for the first week and got fed up with the connection dropping. I got an ethernet cable and barely had any issues with the connection since. Indeed with Glass Gen Two it's only the black screen issue that ruins the viewing experience but that's the firmware not the internet's fault. 

There is one other issue regarding the Backlight not being able to be disabled but that isn't a huge issue. Like the black screen it needs Sky to fix it (they are aware). 

[LinShiv]

Hi, good morning.  Have connected ethernet cable and sadly it does not appear to have done much as TV keeps going black..I know you mentioned this as an on going issue so will try to be patient about that....but TV keeps stalling, stopping and coming up with technical faults.   Thanks so much for your advice but it looks likely our TV glass gen 2 will be winging it's way back to Sky head quarters within next few days if issues persist.  Life's too short ....thanks so much again. 

[lettice]

That does seem to be quite a few issues you are having with your Sky Glass.

We can escalate your issues to the Sky community messaging team to work through with you in an online chat and see if they can help in any way.

Let us know if you would like us to do that?

[peter-marlow+1966]

I would  call sky and ask for a replacement  tv, but also what is your  broadband speed? To watch  sky glass tv  you need  a minimum  of 25mps for hd channels and a minimum of 35mps to  watch  in uhd and the more devices  that you have connected the weaker the wifi signal to each device is 

[Anonymous]

@LinShiv Have you logged out of Prime Video? If not, do so then go into Settings and do a Restart (not Factory Reset though). It does seem to reduce the black screen issue.

There is another black screen issue when watching Sky Witness, in particular Chicago PD, that again Sky are aware of and will be fixing. 

If you have not used Prime Video yet the other option to reduce black screen is to go into Prime Video for a few seconds then use the back button to exit the app to the home screen. 

You still have plenty of time to cancel, so I'd say give it another week to get used to it. After that if it's not for you then exercise your right to cancel. Glass isn't the right system for everyone. It has as many detractors as it does fans. I do like it. It's my sole TV so meets my needs (current issues notwithstanding!).

[Tom-W19]

Thanks for escalating. We've sent an invite to @LinShiv.

[LinShiv]

Thanks. We called Sky and spoke to lovely lady and she tried her very best but the TV just isn't doing what it's told.  Just to be on the safe side we also contacted BT as we have broadband with them.  They are sending us a new hub... As may be an issue there.  At the moment....we are unable to connect to the TV so think we will be reading tonight.  If after getting new hub and setting it up the issue persist with TV, we will just send back as will be in time to do that.   Thank you all so much for your support, you are all lovely.  What will be will be.  L S

[Vorlockfoss]

Hi all,

I've been having issues with my Sky Glass Gen 2 today, which I only received yesterday.

I'm finding the colours to be wild...!  It was fine yesterday and I've spent time this morning 'playing' with the colour settings.  However, I'm colourblind so it's very difficult.  I also had a black screen issue last night, which I initially put down to the streaming service.  I started 'googleing', as you do, and found this threat.  So, I thought I'd try logging out of the Prime app.  Well, the default colours still aren't ideal, but it does appear to have stopped the colour glare.

The thing is, if I can see the colour issue, despite my colour blindness, then it must be bad...!  For the record, I am aware of the fact that I'm used to my 10+ year old previous LG TV, and I'm just not used to a system with much better picture creation.  However, for a TV as expensive as it is, these issues are simply not acceptable...!!  I'll keep my eye on this, because it does still appear to be a lot better after logging out if Prime, but I will update if I'm wrong.

P.

[Anonymous]

@Vorlockfoss These are settings posted by another user who said they were a THX certified engineer. Maybe they might help? I use them on my Glass:

Measurements for HD/SD as follows:

Auto back-light off

Back-light 75-80. Adjust if you find the image to dark 

Aspect ratio auto

HDR/DV pic mode dark

Contrast 46

Sharpness 0

Brightness 51

Colour 55

Hue 50

White balance 

RG 12

GG 0

BG -6

RO 18

GO 0

BO -22

Local dimming on 

Colour management

Red 51, 61, 0

Green 56, 30, 1

Blue 53, 52, 1

The rest don't change so controls don't work properly.

[Vorlockfoss]

Ok, thanks Gavin+Noble, that's very helpful...!  ☺️

I'll have a play & see how that looks.

Watch this space.  😁

[Hunter2660]

The above settings were originally made on a Gen 1 set, so might not be acceptable for a Gen 2. Having said that it's not a bad place to start if you need to improve on the factory settings.