sky glass not working

[Joanne2011]

I am having the same issue, I just keep getting the oops something went wrong message.

[Hobbayne64]

Thousands of people have been left without their sky glass since this meltdown happened on Thursday last week. There is an article on this page that Can help you get it back.

[KevNewMedia]

Hi Everyone

We can confirm the issues experienced by some customers on Sky Glass and Stream were not the result of a cyber attack.

Our engineers have resolved the issue, but if you are still experiencing problems, please visit www.sky.com/glasstv where you can follow the process to restore your service.  We are sorry for any inconvenience caused.

[KICA1973]

I am same issue with my mothers - any advice , cannot get throught to customer service

[mikealanr]

Hi @Anita1949,

As @Hobbayne64 has highlighted there was an issue last week. You need to follow the recovery steps as outlined here: https://www.sky.com/help/articles/sky-glass-stream-wont-turn-on

If you are having issues with the downloading of the software. You may have more sucess connecting via ethernet, and then once the recovery is complete, you shoudl be able to connect via wifi as normal. See this thread for info on what has worked for other people: Answered: Sky Glass Power up Issues 19-9-24 | Sky Community.

Unfortunitly Sky don't offer engineer support for Glass or Stream. It is a self set up product. However they may be able to assist you with the process, have you called them? We are fellow subscribers here on the forum.

MikeAlanR

[AJ67]

What sky phone numbers did you use? I keep getting cut off.

[Matt19891]

It's nice to know there are some kind people out that are trying to help other people get there sky back on so I would like to thank everyone who has help me. 

[Ttttt]

Customer service told me yesterday. That realistically it'll be 3 working days before it's fixed.

Thursday a full week. Thank the gods all of them, I don't sky glass, I can watch my smart TV it's an LG but the sky stream is a disaster.

And superusers idc what you have to say, you're answers are useless.

[Ttttt]

You are telling me. And you lot are either paid or subsidised by sky. If you had no service for 5 days and was told it'll be another 3 before it's fixed you wouldn't be happy either. Stop replying to me. 

Worker bees. Telling us to repeat 🔁 repeat 🔁 repeat again it'll work eventually.

@Jporch316 @

 [inappropriate comments removed]

Moderator note: language removed

[Ttttt]

Yeah that's why every comment gets a response from whatever you want to call yourself financial ruin.

I cancelled on the last month of trial 🤣 [inappropriate comments removed]

Moderator note: language and accusations removed

[dzy82f]

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@KevNewMedia wrote:

Hi Everyone

We can confirm the issues experienced by some customers on Sky Glass and Stream were not the result of a cyber attack.

Our engineers have resolved the issue, but if you are still experiencing problems, please visit www.sky.com/glasstv where you can follow the process to restore your service.  We are sorry for any inconvenience caused.

---

@KevNewMedia 

I'm afraid your engineers have not resolved my issue. I've tried doing a reset with an Ethernet cable which sometimes partially works but most of the time I end up with, either nothing, or, "flashing white lights". Even when this partially works, the puck can't find my wifi network even though every other device in the hous can.

Pease you let me know what I should try next?

Many thanks

[KevNewMedia]

Hi Everyone

We welcome healthy debate from all angles, however can we be mindful of the Community Guidelines please.  Everyone should be treated with respect and be nice to each other.

For avoidance of doubt, our Superusers are not staff, they are knowledgable helpful customers, who enjoy helping others.

[Mister_Dalek]

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@KevNewMedia wrote:

Hi Everyone

We can confirm the issues experienced by some customers on Sky Glass and Stream were not the result of a cyber attack.

Our engineers have resolved the issue, but if you are still experiencing problems, please visit www.sky.com/glasstv where you can follow the process to restore your service.  We are sorry for any inconvenience caused.

---

Are you allowed to tell us what it actually was? 

[KevNewMedia]

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@Mister_Dalek wrote:

---

@KevNewMedia wrote:

Hi Everyone

We can confirm the issues experienced by some customers on Sky Glass and Stream were not the result of a cyber attack.

Our engineers have resolved the issue, but if you are still experiencing problems, please visit www.sky.com/glasstv where you can follow the process to restore your service.  We are sorry for any inconvenience caused.

---

Are you allowed to tell us what it actually was? 

---

I can't go into the detail of the technical problem I'm afraid @Mister_Dalek 

[Joanne2011]

Hi I just spoke to them again apparently they need to do another software release to fix the link errors. I asked about time scales and he said hopefully by 26th. It's just not good enough leaving vulnerable elderly customers without a service.