Sky Glass won't play any channel or app, I've rebooted and have full internet connection

[ChrisFox]

Hi,

My Sky Glass won't allow us to watch any channel, and it won't let us play any app, iPlayer, Netflix, Disney etc,

I have full boardband connection have checked this on other devices and used netflix on them also so I know it isn't the app.
I have tried restarting and rebooting the tv with and without taking the plug out the wall too, and it doesn't do anything. 

If i turn the tv off at the wall whilst the tv is still on and then after 30 seconds turn the plug back on, I get the Sky logo on the tv and then it will work again..... for about 5 minutes the screen goes black and I have no sound.

This has been going on for 3 days now!


HELP!!!

[peter-marlow+1966]

Try unplugging  the  tv  again  for about ten minutes  that usually  works if that does not  work don't  do a factory reset on your  own ring sky and when they say that they have sent you a link  is that all and you will  get to talk  to  an  advisor hopefully  you  will get it sorted  out 

[Jporch316]

Hi @ChrisFox 

have you tried rebooting your router ? Are you based in the uk ?

[Gavin+Noble]

It may require a hard reset of the TV. You need to ring Sky Technical Support to talk you through it. I had the same issue a few days ago and since doing the reset it has not reoccurred. 

[ChrisFox]

Hiya, yes rebooted router also. 

tried all combinations of turning tv off at wall then turning router off, also just leaving tv on standby mode and doing router. Nothings worked. 

[ChrisFox]

Hi there, thank you, I will give them a ring and see what they can do to help, this is beyond annoying now. 

[ChrisFox]

@Gavin+Noble @thanks, I'll give them a ring tonorrrow. Was my last resort but this is beyond ridiculous with everything we pay for on sky glass for it not to work. 

[Gavin+Noble]

I know. I don't know if you have the Gen One or Gen Two. 

I never had an issue with my Gen One in all the time I had it but Gen Two has not been as good an experience. I had to send my first one back due to a screen fault and then this issue with programmes not playing. The hard reset does seem to have sorted it, so fingers crossed it'll work for you too.

[Jporch316]

@ChrisFox 

I have escalated your Prost to the online sky community support team 

lookout for an invitation to chat with them 

[ChrisFox]

@Gavin+Noble 
Ours is a Gen 1, we've had it about 3 years now.

thanks for your help though I'll get in contact with Sky tomorrow. 

[ChrisFox]

@Jporch316 

maby thanks appreciate your help so far. If not I'll try and ring them tomorrow to get some help. 

[Lisa-P1987]

Thanks for escalating this. We’ve sent ChrisFox an invite to chat.

[ChrisFox · Accepted solution]

Thank you to all for your comments. I rang Sky and sorted it over the phone. Needed a complete system restore and was instructed how to do this whilst on the phone to sky.