Sky Glass Power up Issues 19-9-24

[SGibson1992]

So I was patient last night. Saw there was an issue. What I don't appreciate is following the steps for the TV to be just as useless as before. But what really gets to me is calling the support number to hear a recorded message and then it just hangs up on you. Sky really need to sort this out.

[PDBird1607]

@AndyNH1 I have done the same thing as you but for some reason I can't get the screen to hold a signal even when I am holding the standby button down. The white light flashes and the sky logo comes up, then the screen turns black, then blue and I get a "no signal" box floating across the screen

[ChM1991]

I did manage to get through to an advisor on the phone as having the same problem, it's a known issue they are currently trying to fix and the fix they are showing on the website will work when they have put out the update that will fix the issue, which is currently still being worked on. They are hoping at some point during the day tomorrow

[Missy+Muldoon]

Can you explain better? (Tom Tom)... Your message gives hope... "Hi Sky Engineers. your instructions are not good enough on the reset and I tried and tried. What you are missing is that we have to hold down the button on the side of the glass TV not just until the red light flashes but until the SKY message come on the screeen. Then it works. I tried so many times to follow what you said and only until I held that button down and waited for the SKY message came on did it work and that was 5 minutes.  Also it took 10 minutes for the download to start.  Again you need to tell people to wait.  It looks as though its not worked!   I was not waiting long enough. I suggest you update your instructions." ... 

I've been holding down the button for almost ten minutes now - do I keep going or give up? Still no Sky message. I've done what they've advised but the download/reset doesn't work.

[Kdoodle]

Hi

thats pretty much what I was told earlier today ...so

lets hope it get ls sorted tomorrow. 

[Ben1980]

is this a bricked update that has now been pulled and affected the first users in the rollout. 

[Jimmy7062]

Having worked in sky tech many moons ago it cam be frustrating if the fix does not work first time suggest have a break and then follow the instructions step by step slowly.  Sometimes we would have to reboot boxes 2 or 3 times to resolve issues.  Keep at it. 

[Cammy02]

Just  held  button down  in extended period but gave up after 8 minutes, arthritis sucks.

On the plus side  managed, at 3rd attempt, to get both my pucks working.

[Ric74]

@mikealanr "However note this will require relinking to your Sky ID...."

THAT'S THE BIT I CAN'T DO!!!

www.sky.com/activate or any derivative of www.sky.com/activate DOES NOT WORK on any browser I've used. ("Oops blah blah blah...")

Sky Broadband/Wi-Fi works.  

This is definitely a Sky problem, not mine.  Why are we all trying to sort this out ourselves when everything crashed at the same time?

[PESKYWAABBIT]

I have tried to rest my device as stated but I'm getting incorrect PIN on bootup. Mr community manager said restart the puck and should solve it but it just says incorrect pin again. I haven't changed it since I've been a customer.

How are they meaning restart it? Pull power out. Turn it on and off with the button it's belly? Either comes up with the same.

Help please.

[NA21]

Third time lucky!

[R1char8]

So like everyone else my Sky Glass would not power on this morning. Everything else okay. Tried the fix many times, nothing. Rang Sky they said it's simply a coincidence your TV has failed and as it's out of warranty, tough. Surely this cannot be right?

[Morris2]

I have the sane issue, sky puck reset and the chatbot does not have my account number as being active so wants me to make a payment?

[Syed168]

Sky glass has not worked for the whole day. Yes there is a message on the website and I have gone through the help section, but still not working. All I am hearing is the technicians/engineers are working on it, does it take 1 whole day?

I started the tv as in the help section and was asked to link my account. But when I log in I get an error message'opps please call'

i calk the helpline and there is a standard message and the line ends.

stop this and resolve this, how will be compensated for not being able to access the services that I paid for? Why is it not possible to get someone to help with he problem?

[TimmyBGood]

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@ChM1991 wrote:
 the fix they are showing on the website will work when they have put out the update that will fix the issue, which is currently still being worked on. 

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I'm afraid that's simply incorrect: the procedure as currently described worked for many, but not all, users from early this (Friday) morning