Sky glass won't connect

[Mark1707]

Where will I see that

[lettice]

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@MarkBailey1975 wrote:

Thanks for the info I am not a sky glass customer and my puck won't even load I just get a sky symbol then it turns off wish I never left virgin now and they were horrendous I will just cancel my DD see how quick I am contacted then

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

It has worked for many Sky Stream puck customers like yourself over the last three days with the issue. The issue is affecting Sky Glass TV and Sky Stream customers

Follow the procedure exactly as described under the Sky Stream tab 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

[MarkBailey1975]

Thank u for the reply it's just frustrating. Also under their terms and conditions of contract they must provide an acceptable level of service and for what we pay for the basic level of tv broadband ect which they are not. We understand problems occur but going 3 days without a paid for service for most is unacceptable 

[Paulbuckland557]

Thanks for the suggestion Lettice.

Unfortunately the only thing I can find is the big blue 'back to devices' button.

I hit that and nothing happening still, but thanks anyhoo,

[dzy82f]

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@lettice wrote:

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@dzy82f wrote:

@lettice

I'm a newbie when it comes to posting to the Community. Please could you let me know how you include the original when responding to a post?

I've tried using an Ethernet connection but it doesn't work. As soon as I plug the puck back into my TV it goes into "flashing light" mode.

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When the ethernet was plugged in did you run the reset procedure again, exactly as before?

For post replying;
Click on the arrow next to the like button, then click the double quote button just above where you type your posting. That will include the text of the post your responding to.

Or you can tag someone using the @ sign and their username

Like @dzy82f 

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@lettice
@Daniel0210

Many thanks for your advice on quoting.

I've followed the "official" solution to the letter a number of times using an Ethernet cable. Sometimes nothing, sometimes the software downloads, verifies, downloads again and then goes into "flashing White light" mode. Sometimes I don't even get that far..

Once again, many thanks for all your help. I think it says a gread deal for Sky's apology for "Customer Service" that they have to place such a heavy reliance on customers like yourselves to support other customers.

Does anybody know of an alternative for CNN, Bloomberg and CNBC? Then I could stop using Sky altogether.

[lettice]

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@Paulbuckland557 wrote:

Thanks for the suggestion Lettice.

Unfortunately the only thing I can find is the big blue 'back to devices' button.

I hit that and nothing happening still, but thanks anyhoo,

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Yes that is it.

I would suggest trying the restart procedure again and hit that back button.

After a time the code runs out, so may need a retry.

[Gillosmond6]

Sky streaming puck not working for 3 days . I have reset as petinstuctoons several times still not working . Keeps messaging link account but sky.com doesn't allow this . Tried to phone sky waited on phone for 2 hours still not answering . 

[Mark1707]

Tried all resets still goes back to blue screen freezes then goes back to reboot page done same again goes to download and fails

[Louisejb]

Is anyone else having problems it's been not working for two days now. The remote and puck are lighting up but it won't connect...

[dzy82f]

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@Brian225 wrote:

Just spent 2 hours on the phone, holding on then talking to an agent. Puck now works and I'm watching the telly again. Its a software problem that stops the tv from recognising WiFi but Sky agent was able to talk me through the recovery process. So if you're without your service ring them up it'll take a few hours to resolve, enjoy your Sunday.....

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@Brian225 

@lettice

@Daniel0210

This seems to describe my issue. Can you describe how the agent resolved it for you?

Many thanks 

[Daniel0210]

@Louisejb 

I've moved your post into a large thread discussing this issue. Sky are aware and working on it. See post 2, currently showing as the answer.

[Havill]

I've just looked bk on the customer chat and so far I've got 196 complaints ref to sky glass and the non customer service card 

sky get your act together, what would you do if you lost all these customers?????

[lettice]

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@Louisejb wrote:

Is anyone else having problems it's been not working for two days now. The remote and puck are lighting up but it won't connect...

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This is the resolution that you have to try.

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

[Mark39]

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@Havill wrote:

I've just looked bk on the customer chat and so far I've got 196 complaints ref to sky glass and the non customer service card 

sky get your act together, what would you do if you lost all these customers?????

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Have you followed the recovery process? At what point were you unable to get any further? 

[gazh425]

Any ideas as to when the issue with sky glass will be sorted