Sky glass not connecting to internet

[Mark39]

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@Matt19891 wrote:

@AphraH we have that as well for some reason the Internet doesn't want to connect to the sky glass as it was working be for it went down an every thing else works on the Internet we are with ee an rang them up as thought it was the box but thay did test an every thing is all fine. Let's just hope sky get this fix ASAP.

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Tried restarting your broadband router before trying to connect to Glass?

[LiamFletcher]

Try connecting to your mobile with 4g, it worked for me....

[Syed168]

It  has now been 3 days and Engineers are still working hard on Sky Glass? 

I have gone through the setup and got to the link your account stage with the code on the tv. When I go online to my account to link the account, I get the 'oops error message' and call to resolve. I called and was told I would be passed onto someone and was put on hold for 1 hour 30 minutes and just hung up. 

This is unbelievable and I am surprised that a company like Sjy could not resolve this within a few hours. I appreciate the standard setup replies and messages, I have gone through this and Sky need to act their act together. 

[J+Carmichael]

I've reset as instructed but cannot find a link so that I can enter the code to link to my sky account. When i open MySky app i am unable to access anything to do with sky stream, just get oops there has been a problem and a circle jerk number that does not provide the info i need . I did the service checker and it appears all is working.

[Polqaz]

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@J+Carmichael wrote:

I've reset as instructed but cannot find a link so that I can enter the code to link to my sky account. When i open MySky app i am unable to access anything to do with sky stream, just get oops there has been a problem and a circle jerk number that does not provide the info i need . I did the service checker and it appears all is working.

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@J+Carmichael 

Are you getting an "Oops something is wrong" message when you get to the activate page, or a page asking you to enter your postcode?  If so,  it might be worth seeing if you used a different email to order the Sky Glass / Puck, or if you previously had another account linked to the email you are using.  If so, it worked for me when I set up a new SkyID at www.sky.com/signup using the email address that I used to order the Sky Glass, and from there I linked my account number to that SkyID.  Convoluted I know but eventually it worked for me.

[Steph79]

Worked after 2 days of not working are Sky going to refund money back?

[LiamFletcher]

Try using your mobile as a hotspot and tether,  this my give you the update on sky - worked for me

[J+Carmichael]

It's an oops message. This is after this outage, no problems before. I am able to access mysky and enter other areas but i get this only when i try to access anything to do with sky stream

[Pete_B]

This is driving my bonkers. 

I reset the puck as instructed, holding it down until the multiple colours. It has updated the software and now won't complete the Remote control set up. I press 4 and 6 and nothing happens!! 

The remote works in the sense that it turns off Sky, so it is connected. 

Tried to call but impossible to get through. 

[Pete_B]

Can anyone help please? 

[mikealanr]

@Pete_B 

Try:

1. Press and hold 7 and 9 together for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds.

If that doesn't work try full troubleshooting here:

htps://www.sky.com/help/articles/remote-control-help-sky-glass

MikeAlanR

[Missy+Muldoon]

For anyone still struggling: Keep trying the reset. Eventually, it will hopefully work for more and more people as Sky carry out further improvements. I did it numerous times over the past few days to no avail, then this evening, I tried again and I was up and running within minutes... There were some weird nuances (e.g. your remote won't initially work as you'll need to repair this as part of the early set up process / your TV screen might have changed it's HDMI settings so make sure you have it set to the right port that your Sky puck is linked to etc) but finally, I am now up and running and hope others will be soon also as it's certainly been a frustrating few days and Sky have frankly been no help whatsoever to their customers during this fiasco! Good luck to everyone - hope you're all also up and running soon!

[Anonymous]

OMG OMG OMG!

I’m back on!

so it’s true, you really might have a different email, I had read this a couple of times, but was 

adamant it was the one I was using.

Decided to double check and try and find my purchase of Sky Glass email and yes it was a different one! No more ‘Oops’!!!!

straight forward once I entered code (I’m sky glass only / no puk things).

failing that, HDMI cable in back of TV,, link to laptop & use sky go, that’s what got me through.

Good luck people, now I need to remove myself out of this forum due to all the emails I’m receiving with complaints, & thanks to all the people trying to help, your one more down!

[caesarome]

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@Anonymous wrote:

Good luck people, now I need to remove myself out of this forum due to all the emails I’m receiving

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@Anonymous 

You can do that here:

https://helpforum.sky.com/t5/user/myprofilepage/tab/personal-profile

[lettice]

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@Chloe240 wrote:

Someone please help me, stuck on pin page, have unplugged and left several times, first time I left it for 30 seconds, still takes me back to pin page, next time I left it for 5 minutes, still takes me back to pin page, have even tried 1 hour. I have never had a pin, gave it last 4 digits of phone number and it's apparently not that, gave last 4 digits of payment method and didn't like that either. I'm now stuck, doesn't matter if I do the hard reset or not, still brings me back to pin page and I cannot get past it no matter how many times I unplug it and plug it back in again 

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Did you get pass the pin prompt?

If during your restart and powering off and on does not work, try this at the pin prompt;

1. Press the Standby button on your Sky remote, the right-hand side of your Sky Glass TV or the bottom of your Sky Stream puck.
2. Switch your Sky Glass TV or Sky Stream puck off at the mains and unplug it.
3. Plug it back in and switch it back on at the mains.
4. Leave the Sky Glass TV or Sky Stream puck powered on for 30 minutes.
5. After 30 minutes, press the Standby button again.
6. Switch it off at the plug and switch it back on again. There’s no need to unplug it this time.
7. Press the Home button on the Sky remote.
8. After a while, the Sky logo will show on screen as the TV or Sky Stream puck starts back up.

The pin it requires works like this;

When you set up Sky Glass and Sky Stream, you need to enter your Sky TV PIN. This should be the last 4 digits of the mobile number you used when you ordered. You can change the PIN during setup.

Changed your mobile number since then? You'll still need to use the last 4 digits of the mobile number you gave when you ordered