Sky Glass stuck on software update and need to change WiFi

[Andy1232]

Yesterday I bought a Sky Glass TV off Facebook market place, before I left the seller I made sure everything was working fine. I got back home tried connecting the TV to my WiFi which needs a MAC address to connect to but the connection didn't work as I couldn't get the MAC address. A blue screen came up with saying unable to connect and that I have limited access to the TV. I followed steps online to then reboot the TV using the switch on the wall and the power button on the TV until the light flashes on the TV. I am now stuck in a loop with the software update not being able to update as my TV is unable to connect to the internet and can't even change to a different WiFi connection or change HDMI ports or do anything else for that matter

[lettice]

Have you tried connecting temporarily with an ethernet cable?

That often helps with resets or setups for Sky Glass and Sky Stream, when the  wifi is not connecting correctly.

[Andy1232]

I connected an Ethernet cable aswell and tried to reboot again still won't connect and complete the update

[peter-marlow+1966]

Did the person  you brought  it from put back to factory  settings, clearing his account,  do you  have an account  with sky ? 

[peter-marlow+1966]

I don't  know  anyone  on here saying  about  a mac address  for the connection, it should  find your  WiFi  straight away , did you see the tv working ? Do you have a sky steaming  subscription  ?, 

[peter-marlow+1966]

Try unplugging  it from the mains  overnight  and see if that clears  it,  if it does then start again but if it's  faulty  then sky probably  will  not be able  the help you as you brought  it second hand

[Andy1232]

he said that he factory reset it and it was working before I bought it from him

[Andy1232]

I don't have a subscription with sky I just bought the TV wanting to use it without sky 

[Andy1232]

I am on a military base so the Wi-Fi needs me to add a MAC address on my account online. My laptop and phone have done it with ease but I can't even get into the TVs settings to check the MAC address

[lettice]

Create a mobile hotspot on your phone and try connecting the Sky Glass temporarily to that.

[Andy1232]

I can't access any settings to get connected to a different WiFi or hotspot

[peter-marlow+1966]

Do you  have a tv aerial  you can plug into the back of the tv ?, if I remember  rightly  if you don't  have a sky stream subscription  then the tv only works with an aerial like a normal  tv, I think a tube video  someone posted said  once they cancelled  their subscription  to they could only get normal  tv, nothing  else  would work, but please check, sky glass  tv is not a normal  smart  tv it's  sky own product  and their  on operating system  and the apps  are included  in the system, think you may have wasted  your money, if you can look at YouTube  videos  for sky glass,  and as it's  a uhd tv, the tv needs to be getting  at least  50mps to it from  your  broadband  to watch content  on it 

[peter-marlow+1966]

Sky glass  has sky built-in with the app included  as in time satellite dishes  and boxes  will be faded  out in time and streaming  will be normal, just like virgin  media  do

[peter-marlow+1966]

I would  suggest  you see if anyone  else  on your Base has a sky glass tv and if they have had the same problem 

[Andy1232]

I don't have an aerial cable I will need to get one to try this. On the troubleshooting process it says that the sky TV can be used as a normal tv without broadband but for some reason it doesn't allow you to access any settings or anything when it is having a problem with the connection. 
maybe I need a new remote? 
I also saw another community conversation where a customer was having a nearly identical problem as mine and they managed to flag the problem to sky and they ended up sorting it out privately somehow, was just wondering if anyone knew how to sort this out quickly.

if I find the conversation I will tag it in my next reply