Sky Glass Power up Issues 19-9-24

[Paul+Dray]

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@lettice wrote:

@Paul+Dray 

thank you so far for your efforts, most appreciated 😀

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Once a Tech Support person always a Tech Support person 😁

[lettice]

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@Piker20 wrote:

Doesn't work for my puck. 

Ethernet or WiFi it flashes and then sky appears on TV the. no signal found message.

The remote now turns my TV off for some reason. Never used to do that before 

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Not sure what you have tried so far.

This is the resolution that works, that you have to do.

It has worked for many Sky Stream and Sky Glass TV customers over the last three days with the issue.

Follow the procedure exactly as described in post 2 of this thread, flagged as the Answer post from Sky. 
Try holding down the button for as long as possible, it won't harm keeping it pressed longer than mentioned, but release when you see the blue screen instructions on screen.

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/m-p/4757859#M147519

If you have any issue with activation during the process or entering the pin do the following;

Activation problems: 

Try refreshing your browser cache or try the activate link in another browser or device.

Before clicking on the activate link, log in to your MySky account first.

Also, try this alternative link;

Make sure you have logged into your Mysky account in your browser before trying.

https://www.sky.com/productsettings/streaming-tv/activate

Also, you could try using a mobile phone, not connected to your home broadband.

Pin problems:

When at the pin stage and it fails.

Remove the power from your Puck or Sky Glass TV,  leave off for a few minutes and repower.

It will continue, follow the instructions.

This has worked for many having a pin issue

[Polqaz]

@Paul+Dray

Thanks - I disabled the private relay feature on my iPhone but unfortunately there is no change.  Also tried logging on using a dell device but the same issue arises.

[Piker20]

Stop saying this works.  And the "some people had to try three times" really winds me up.

I've tried over 30x since yesterday at different times and with ethernet and WiFi and the TV just says no signal received from the puck.  

Totally useless.  The puck will flash and SKY appears on the TV but nothing else. Even if you hold the button for 10mins. Didn't try for longer as my finger gets sore and it's clearly not the solution. 

[Ricardo414]

Mine don't nothing at all . Completely nothing  stuck watching things on my PC which sound rubbish 

[Polqaz]

@Jporch316 

Thanks - tried this but no change unfortunately 

[isobel74]

This is abosutly digusting 3 days still no sky glass .Sky customer services garbage .I will be cancelling the contract .it stuck on you are now connected  continue does not move past that  .Sky glass garbage

[GD1]

@Havill  I have merged your post to this existing thread that is discussing the same issue, you added your post to a thread from May, which is nothing to do with the current outage. 

There are also full steps on how to get your TV/Puck back up & running in post 2 of this thread, these steps have been there for a day so far.

[Paulbuckland557]

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

[K92]

Hi

Looks like people keep trying the advice from Sky and some on here. I did get through to Sky after over an hours wait and I was told you cannot sort it - just switch off for 2 days.

I did that and today switched the puck back on and it worked - no reset! Do not know why but cannot compalin too loudly in case it goes down again!!

This is not doing Sky any good! They need to come clean and explain exactly what the problem is!

We were unhappy about streaming because we were not told about the subtitles problem -  we need to watch certain programmes live to get subtitles.

Sky really needs to sort all this out!

Otherwise , they will lose many customers!

[Paul+Dray]

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@Polqaz wrote:

@Paul+Dray

Thanks - I disabled the private relay feature on my iPhone but unfortunately there is no change.  Also tried logging on using a dell device but the same issue arises.

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Ah ok not that then. Thanks for ruling that out. 
Can't imagine the router itself would have any settings blocking the activation page. 
have you tried the phone using your mobile data and not the wifi?

[GD1]

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@Paulbuckland557 wrote:

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

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It works for most people so would you prefer we post nothing and leave other customers without any kind of solution?

No one is pretending things for Sky we are simply trying to help other customers.  

[Ricardo414]

I m logging off now , Monday will try calling those people again . Something must be done by now 

[Paul+Dray]

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@GD1 wrote:

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@Paulbuckland557 wrote:

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

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It works for most people so would you prefer we post nothing and leave other customers without any kind of solution?

No one is pretending things for Sky we are simply trying to help other customers.  

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Exactly. When I did the puck recover procedure it worked first time at all stages. It has for many others too. 
We're just trying to work out what's going on with those who have a different experience 

[TelTell]

the issue is unresolved. Not only does the system not recognise the reset pin, which is the same as the old pin, it won't advance the counter on any attempt. Looks like the DB holding pin info is corrupt or offline or there's some other comms issue. So I'm looking at a blue screen (shades of the old days) as shown. Well it would be shown but for the fact that I'm unable to post a photo. Looking like the software is so buggie that nothing works these days. 

I tried ringing Sky and waited nearly an hour when 9pm arrived and was wasting time to stay on line. Cannot say I'm impressed.