Sky Glass

[Vin18]

today, when I turned the sky glass on, some lines appeared on both top and bottom of the screen. Tried calling costumer service but I can't get in touch with any agent. Not really pleased with customer service. Not moved the sky glass since it got delivered more than a year ago, not hit or anything. Just so surprised that those lines appeared on the tv screen. Can't even find any email address to contact sky

[Anonymous]

@Vin18 Try unplugging the Glass for a few minutes and see if they clear when you turn it back on.

If they don't you will need to call Sky on 150 from a Sky Mobile or Sky Talk phone and see what they say.

The good news is that if you've only had it a year you are still covered for a replacement under the warranty.

[Fothergill1]

@Vin18 Try the suggestion from @Anonymous but if the line still remains try leaving it unplugged overnight.

I had something similar on a Glass TV a couple of years  ago with a 2 inch wide stripe running down my screem.  I found that a normal reboot didn't help so I left the TV unplugged overnight and the line disappeared and luckily it never came back.  Give it a try but if it still  doesn't resolve the issue or if it keeps coming back you should call Sky for additional troubleshooting and if necessary a replacement TV under your warranty.

[Vin18]

Tried this and even left unplugged overnight but lines are still there. Don't know what else to do. Tried ringing them again but saying that my mobile number is not linked to any account, checked mySky account and it is the same number I used to register and purchase that SlyGlass.

[Fothergill1]

@Vin18 Sorry to hear that didn't help.  Would you like me to escalate your post to the community messaging team who will invite you to a private online chat?

[Vin18]

That would be a great help if you can arrange that for me. Thanks x

[SKY1992bf]

@Vin18 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Mr+Flibbles+86]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[Vin18]

For context, few weeks ago, I raised an issue here in the forum about some permanent dead lines present on both top and bottom part of the screen. I was then referred to costumer service whom I spoke over the phone on Tuesday 12th of August. Kept insisting that the problem is due to latency of the internet connection and not a hardware problem despite uploading pictures of the actual problem and done all the troubleshooting steps. But to no avail, didn't resolve the issue at all. Last resort, the agent asked me to do factory reset for the sky glass tv, which I did as instructed. Took ages for the tv to load back up again so I have been told that the agent will just forward my query to the technical team and will let me know after 24-48hours. Not being impatient but it is the 3rd day now and since that factory reset, we can barely use the TV now as the problem got worse. Whenever I try to open any application (Netflix, YT, etc), it just displays a plain black screen. Sometimes by luck, I guess, after few restarts of the TV, it allows it to open the application. It is just really frustrating now. I don't mind paying something that is not that cheap but as long as it serves its purpose but not like this. Any chance that I can just return the SKY GLASS TV as it feels like IT'S JUST A CLUTTER NOW AS IT BARELY WORKS.