Sky Glass Gen 2 Rubbish

[Jo345]

Just recently bought a Sky Glass Gen 2 and wish that I had never bothered. Thought it was going to be at least a good TV but can't express enough how bad it is. It won't work most of the time although I can get Netflix and sometimes the other apps. I have rebooted it no end of times and the pluck, used an ethernet but still to no avail. For the last couple of days had no live TV and am missing the news and my other programmes.

Don't know where to start on the other problems as so many. Can't get to use the playlist, doesn't record most of the time, doesn't show the programmes to continue, it went into slow motion with everyone talking like aliens.

The voice control no longer works and I hate that it won't delete the programmes I've watched which means I have to real through reams of them to get to the episode I want. When I delete the series link and then add the programme back to my wish list there they all are again.  When I try to pause it that doesn't work again only sometimes. This list is not exhaustive.

Oh yes and the remote control who on earth designed this because when the batteries went I did find on You Tube how to open the darn thing. Well what can I say except I couldn't what with having athritis in my hands it was impossible so had to spend a week with no TV until my husband came home and even he struggled at first until I told him what to do. This was not made with much thought in mind for those of us who struggle. 

I am disabled and can't get out of the house without support which isn't often so rely on my TV as my major source of entertainment. Am totally depressed and disappointed with it all. I bought it on credit so am I stuck with this monstrosity of an excuse for a tele? Am I one of the unlucky ones as some appear to have no problems with it?

I've given it a chance and put up with some of the issues but gone from bad to worse so have no alternative I believe but to get in touch with SKY who I know will totally confuse me with all the tech talk which does my head in. For those who have read my rant thank you and any advice would be welcome. 

[peter-marlow+1966]

Welcome to the forum, you are not talking to sky on here we are all fellow customers on here like yourself firstly  what broadband speed is the tv getting, you can check  this  by  opening Netflix going to help opening that and running check my network, also a few things to note firstly  if you connect the tv with an ethernet cable it is more stable and reliable than  WiFi, for a couple of reasons, firstly  the more devices that you have connected the weaker the signal is to each one on WiFi, secondly  if the hub/router  is on another room and you live in an  old  house with  brick interior walls this can effect  your  wifi signal, i have a  busy household with  2 sky glass tvs, both 55inch and meany  other devices, 1 tv is a gen 1 and the other is a gen 2, a puck, 43inch lg smart tv Freesat box Personal computer Laptop Table 3 mobile phones alexers sky live camera, a smart meter, video doorbell, i am on gigafast broadband 900mps full fibre to the property and have had no problems with anything,  just my views as a fellow customer 

[Gincap]

There are issues with Glass no doubt but the biggest issue is the user experience and functionality of the TV is unlike what we have been used too. Streaming is the future and for it to work you will need a decent Internet connection, fibre is best and decent WiFi in the home. 

When setting up the TV if it struggles to function over WiFi then Ethernet connection is by far the number one option. 

The TV does not record in the way most people are used to, Sky don't help by using the term record but that's another story. All your content is either cloud stored on Sky servers or made available via apps like iplayer, itvx etc. 

The Playlist is actually a brilliant feature of glass but you need to understand how it functions. As you add content the list obviously builds with the latest additions at the front of the list, once a new episode becomes available content moves to the front of the list so it is clear there is something new to watch. The reason every episode is behind the content tile is for the viewer to find historic content or something missed but as content is watched a blue line appears to show you it is viewed but of course this needs time to populate as you watch and for it to become more meaningful. Yes it has glitches but mostly functions well. 

As for continue watching it can be a pain with a build up of content and despite users requesting multiple times a function to remove stuff Sky are steadfast in burying their head in the sand. But you can remove programs and there are many posts on how to do that. 

As for accessibility issues I can only sympathies with how frustrating it can be that companies often miss the obvious. 

Try looking at some YouTube videos for visual guidance and sky have their own content too in the help section. Playlist is covered. If you can pop into a Sky Store and ask one of the assistants to show you how things work. 

Finally if you are within your 31 days of purchase you can easily cancel otherwise it is a call to Sky to run through your issues and negotiate a get out. 

Good luck. 

[2muchTV]

@Jo345 if you are within the cooling off period in which you can send it back, consider that.

[Jo345]

Thank you so much for your reply especially as it has helped me know more about why the TV is having so many problems. The reason was basically confirmed by Sky my broadband speed is not fast enough as I only have 25mbps, wish someone had informed me that I needed more. Anyway Sky said I needed at least 150mgbs as I only use my laptop and smart phone and the issues you described like using an ethernet I had already tried. 

Next onto Three my broadband provider, well that was horrendous.  As I've only recently changed my contract to them it would cost me £335 to cancel and put in place a new one with a higher speed, plus they did say there was faults on the transmission mast (think it was that). which would take 28 days to correct .Got refunded a months charge for that. So why would I change my contract with no guarantee the faults would be fixed plus am moving house soon to another area. They then cancelled my account anyway when I was only making a queury on the costs etc. This then took forevever to sort out and was passed to 6 advisors and had to go through the whole ID and explaining again. I kid you now between Sky and mostly Three it took approx 6 hours!

I have checked if Three provide a fast speed to the area I'm moving to and they don't so am going to have to bight the bullet and pay the leaving fees.

I also looked at other providers and Plus for me came out on top, do you know it they are a good option or not?

As I don't use many gadgets what speed do you think might be the correct one to have as I don't want this problem again. Am favouring the 500mgbs to ensure it's strong enough, what is your advice on this? Oh am also thinking of having one of those security cameras on the front door.

Thank you so much again for your reply it truly helped this non savvy tech woman. 

Jo345

[Jo345]

Thank you for your reply if you look at my reply to PC Marlow it expalins it a bit more and don't want to repeat myself. My contract started 3 months ago so out of the return date. The problem with my "recordings" is except for ITVX etc the other ones like GB news doesn't do that and their latest is at the end. 

Agree with you on the continue to watch, can't delete them and again some I want to continue to watch is not there. The Sky advisor actually said that Sky can control what you watch, now don't know how true that is but would hate to think they can do that. 

Hopefully and especially with all the advise I have had from the replies when I move most of these issues will be resolved with a faster speed and I will be a happy customer of Sky Glass Gen 2 and won't have to go back to my usual way. 

Much appreciated your reply

Jo345

[Jporch316]

@Jo345 

sky recommends a minimum of 25mbs for hd viewing and 30 to 35mbs for uhd viewing

of course if you other devices using your bandwidth you will need more 

WiFi signal deteriorates the speed eve further so if possible try with an Ethernet cable and switch off the wifi in the settings of the tv . You may find you get enough of a signal to run the tv possible  

[Yoghurt]

@Jo345  Sky internet is great works well 

[Jo345]

Sadly not had approx 3 months thanks for your input 

[Jo345]

Hi that I haven't tried . Used Ethernet but haven't turned the wi fi off. I'll give it a go. Getting more knowledgeable by the day.

Thanks

Jo

[Jo345]

Will do my research and will look into Sky especially as they offered £100 towards changing to them.

Thanks

Jo xx

[Jporch316]

@Jo345 

forgot to mention once you turn WiFi off you need to do a restart via the settings menu to save it.

when I first got glass a few years ago my connection was only 35mbs. I used powerline adapters to connect my tv to my router and found they worked well