05 Dec 2023 07:55 PM
Hi all,
Have had the sky glass tv (and pucks) for 2 years and have constantly struggled with the 'technical issue / can't load programme and internet connection loss' messages.. lately this has become much worse to the extent it is every time we turn the tv on.
Tv is connected to internet via Ethernet cable to router. The internet is working fine and the non sky apps (Netflix, Prime, Apple etc ) are working absolutely fine too.
it is purely the Sky related ones. I have spent hours on the phone to customer support with zero joy... they are blaming Virgin(internet provider) but all other devices are working well.
anyone have any advise (other than to cancel sky!!). Wish I went with Sky Q but can't have a dish !
thanks inadvance..
05 Dec 2023 08:03 PM
Posted by a Superuser, not a Sky employee. Find out more@DD73 if you take a look at this thread: https://helpforum.sky.com/t5/Glass-Stream-Live/Sky-puck-internet-connection-issue/td-p/4411932/page/...
You wouldn't be the first person to have issues with streaming live channels on glass/stream with Virgin as your ISP. Thats likely the reason when you phoned Sky they pointed you towards Virgin being the issue.
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05 Dec 2023 09:18 PM
Good luck mate, I have had the same but with other issues and guess what???Ita all Virgin issues......I have lost count of the hours I have wasted persuing this and still no further forward. I think my next step is cancel all my sky contracts, Glass Tv and 3 phones, I get the feeling that's almost what they want you to do........
05 Dec 2023 09:59 PM
@Ianf66 perhaps what they really want you to do is cancel VirginMedia rather than Sky🤔
05 Dec 2023 10:02 PM
If sky could get anywhere close to what Virgin can supply then that would have been an issue if it resolved the problem, but we all know its all a load of rubbish.
05 Dec 2023 10:08 PM - last edited: 05 Dec 2023 10:13 PM
@Ianf66 if you are referring to BB it's Openreach that supplies that😉
The BB I get from Openreach via Sky is perfectly adequate and stable🙂
05 Dec 2023 10:20 PM
Virgin has nothing to do with openreach, I've gone through them all and I speak as I find Virgin 1000% better than all other ISP I have used.
05 Dec 2023 10:27 PM
@Ianf66 I've found VirginMedia able to supply BB to anywhere I've lived unlike Openreach which is always available🤔
On that basis VirginMedia would receive a score of ZERO😉
05 Dec 2023 10:29 PM
Yeh but I live in a house that Virgin supply so they get my money
05 Dec 2023 10:54 PM
Wow didn't realise the extent of the virgin v sky issue.
Agree that Sky. bb is not up to the same level as virgin just yet but surely the must be a way Sky can sort the issue!
05 Dec 2023 11:04 PM
The joke is that it's nothing to do with your ISP but Sky blame any issue you have with any of there equipment with whoever your ISP is, except Sky....
05 Dec 2023 11:12 PM
Posted by a Superuser, not a Sky employee. Find out moreJust from reading this forum there are a couple of ISPs that seem to cause issues for the sky streaming platform. Virgin seems to be the most common but that's likely due to the size of them and thus there likely being a higher % of customers on that than some of the smaller less well known ISPs that people have also raised issues about.
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06 Dec 2023 08:01 AM
The most frustrating thing after trying to contact Sky, is at no time when I purchased the Glass TV did anyone or any literature state that you had to have Sky Internet.
06 Dec 2023 08:05 AM
Posted by a Superuser, not a Sky employee. Find out more@MarkGoldsmith there have been several issues that Sky and Virgin have had to sort together since the launch if Sky Glass/Stream which are caused by the way Virgin, and a few other ISPs as you say, configure, their networks. Typically this only affects the linear streaming channels where the servers cannot establish a secure connection to the customer's unit.
Sky and Virgin have had senior engineers involved but that doesnt stop customer service reps in both companies saying its the other lots fault its a reflex action for any call centre agent unfortunately. I know the Community Managers keep an eye out for reports of any recurrance.
16 Dec 2023 02:52 PM
Well it's now worse than ever - advisors basically cannot assist to solve that issue so it's either live with it or get Sky Broadband (in a nutshell).
After 25 years of being with Sky customer, the Sky Glass is just not fit for purpose, I will cancel my package. Just a shame I cannot return the sky glass tv :(..