Sky Glass Power up Issues 19-9-24

[Samedwards]

Thanks @mikealanr I will see if I can do it that way. Thank you 

[lettice]

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@Samedwards wrote:

I came home this morning after a night shift to find my SKy glass not working.

I have tried all of the recovery steps but it will not connect to the router.

It's an EE router which is perfectly connected to everything else at home.

Do you have anymore advice please?

Many Thanks

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A few things that have helped others;

Try rebooting your broadband router when your Sky Glass TV or Sky Stream puck is unplugged.
Then, try the restart procedure again.

Try temporarily connecting an ethernet cable from your Sky Glass Tv or Sky Stream puck to your broadband router and once up and running do a network reset in the Sky device settings and add back to your normal broadband wifi.

Or, on a mobile phone go into the phone settings, search for mobile hotspot.

Create one and when the procedure asks for wifi, connect temporarily to that mobile hotspot you created and once up and running then go into the Sky device settings, do a network reset and add back to your normal broadband wifi.

[docer64]

Hey everyone,

I am still on the hunt for a workaround for being stuck on the link your account screen, if anyone has one?

Able to input the code via a web browser but this does not action the tv to proceed...

[Chloe240]

@Jporch316 it's not a puck it's sky glass and I have tried restarting it without Ethernet and it's doing the same 

[Jimmy7062]

The postcode issue and non matching address issue was because when you took up sky glass they set up new accounts. I had this issue when I got sky glass as the address on sky glass account did not match my skyQ account address and was told that the accounts were linked I had moved house.

Surely sky could run a file fix if that is still the case.

[Jporch316]

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@Chloe240 wrote:

@Jporch316 it's not a puck it's sky glass and I have tried restarting it without Ethernet and it's doing the same 

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How many times have you run the recovery procedure ?

[ClíonaDunne]

Eventually got mine working, thank you to whoever suggested trying to connect to hotspot on my phone, that's the only thing that worked here despite trying again and again the way sky told us, had to do the sky glass tv and puk seperatly, thanks again for all the advice 

[GJ67]

On the fourth day, success! It turns out the final stumbling block for a reset was the remnants of old email still on the account and the asking for my postcode all the time was an error.  Big thanks to Kelly at Sky who sorted it for me (thanks to her persistence) around 3:30 this afternoon. All good now.

[Chloe240]

@Jporch316  I have lost count!! 

[Kdoodle]

Hi

how do you do, do you select 'allow

others to join?' Thanks 

[lettice]

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@ClíonaDunne wrote:

Eventually got mine working, thank you to whoever suggested trying to connect to hotspot on my phone, that's the only thing that worked here despite trying again and again the way sky told us, had to do the sky glass tv and puk seperatly, thanks again for all the advice 

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I did suggest doing that for you in post 3947
Glad you got it going using that method.

Enjoy your Glass Tv once again 😀

[ClíonaDunne]

Yes. And then my phones name appeared on network selection and put my password in from hotspot page and it started re booting from there

[TD79]

@docer64 

This is the problem I'm having, and as of yet sky don't have a fix for this particular issue 

[Chloe240]

CAN SOMEONE PLEASE HELP ME. I CANT BE THE ONLY ONE IN THIS EXACT PREDICAMENT! 

I have done the recovery process and million and one times. I used an Ethernet cable which I had to go out and buy specifically for this stupid problem,  to complete the software update. I was then brought to the pin page. No my pin is not working. I have tried the last 4 digits of my phone number and I have also tried to reset using the last 4 digits of my long card number if not my bank account number and ITS NOT WORKING!! I have also tried the method of turning it on standby, switching off at the wall, pulling the plug, putting the plug back, switching it back on, leaving it half hour,  pressing standby again, then menu, NOTHING IS WORKING.  PLEASEEEEEEEEE IM CLOSE TO A MENTAL BREAKDOWN. 

[TD79]

@Chloe240 

I think you need to sit out the phone queue so you actually have an open case if they can't resolve it