Sky Glass not working and customer service not possible

[dspb14]

Three days ago our Sky Glass TV stopped working. When using the remote, pressing any button would just lead to the source option appearing and nothing else. Since then we have reset the tv and now every time it is reset, it installs a new software and then just appears with the attached image saying ready to collect.

This is ridiciulous, when using the sky website it shows the device as working which is not true. I have troubleshooted this online and eventually it just gives me a number to phone that will not work.

Can anyone assist? I need to contact Sky and inform them that we will not be paying for this product if it's not working and until they have fixed it.

Thanks in advance. 

 

[TimmyBGood]

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@dspb14 wrote:

I need to contact Sky and inform them that we will not be paying for this product if it's not working and until they have fixed it.

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Ceasing payment just stops all communication with Sky, causes debt to accrue and can ultimately damage your credit record.  It's much more useful to log a fault, go through the suggested troubleshooting procedure and then if necessary have the device swapped out (if it's still under warranty)

[MarkGoldsmith]

Have you followed the remote troubleshooting guide? As you start off mentioning the issue is related to the remote and doing a factory reset to try a fix a remote issue is like using the proverbial sledgehammer to crack a nut.

https://www.sky.com/help/articles/remote-control-help-sky-glass
https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote...

You can also try holding the remote at both ends and gently twisting it like you a wringing out a towel. Its sounds mad but it has fixed many a remote control issue.

[GD1]

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@dspb14 wrote:

Three days ago our Sky Glass TV stopped working. When using the remote, pressing any button would just lead to the source option appearing and nothing else. Since then we have reset the tv and now every time it is reset, it installs a new software and then just appears with the attached image saying ready to collect.

This is ridiciulous, when using the sky website it shows the device as working which is not true. I have troubleshooted this online and eventually it just gives me a number to phone that will not work.

Can anyone assist? I need to contact Sky and inform them that we will not be paying for this product if it's not working and until they have fixed it. Until you either follow the guides to resolve it and speak to Sky they will be completely unaware you have an issue, sadly they have yet to master ESP and mind reading.

Thanks in advance. 

 

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