Sky glass TV fault

[nicola622]

My Sky Glass TV is experiencing a software update issue. I've spoken to two different representatives, but neither has been able to resolve the problem. The TV is out of warranty, and Sky refuses to replace it. I'm still paying for it on finance until 2026. Has anyone else encountered a similar situation? 

unable to watch any SKY since last Wednesday. 
I have been a loyal customer with Sky for nearly 13 years I'm not happy to say the least with how they have handled this situation. 

 

[TimmyBGood]

---

@nicola622 wrote:

 The TV is out of warranty, and Sky refuses to replace it. I'm still paying for it on finance until 2026. 

---

Unfortunately that's always a possibility with an 18 or 24 month minimum content subscription term and a two year warranty, but the option of a four year purchase loan repayment period.  Strictly speaking Sky is correct: they may be prepared to offer a refurbished unit at a lower purchase price, for example, but they don't have to do so.

[mikealanr]

@nicola622 

What steps have you taken to try and resolve with Sky? Have you tried recovery as per step four here: https://www.sky.com/help/articles/power-issue-help-sky-glass

Also have you tried downloading the update using an ethernet cable rather than WiFi?

As @TimmyBGood points out the loan for glass and warranty and two very separate and unrelated things.

MikeAlanR

[nicola622]

Hi Mike,

I have tried all troubleshooting other than the Ethernet cable this is the last thing I can try hoping this will work however I don't have high hopes. 

I will be left with a TV that I have to continue to pay for that is faulty, this in itself worries me.

[peter-marlow+1966]

• I had the same thing, but  I was still  in warranty  at the time  so got a  replacement  tv, as it was a software  issue  and could  not  be  solved 

[nicola622]

I am out of warranty basically if the Ethernet cable doesn't work I'm screwed! 

glad you were still in warranty to be able to get a new Tv. 

[Exiled-in-HH]

Sky don't normally supple NEW replacement TVs ... they would be refurbished units🤔

[TimmyBGood]

---

@nicola622 wrote:

I will be left with a TV that I have to continue to pay for that is faulty, this in itself worries me.

---

Technically you've owned the television set from the start: what you are obliged to keep making are the agreed monthly repayments to reduce the outstanding balance of an unsecured personal loan (or clear this with a lump sum).  I know this seems like an arbitrary distinction, but it's important given the situation.

If Sky still owned any part of the hardware then they could be seen to have different legal obligations.

[nicola622]

Yes, but when you can't use the to at all only for sky seems like there's a flaw in the T&C 

I have been without any TV service due to software update since last Wednesday, never have I experienced any issues on a standard to that can be used for connecting laptop / phone / freeview / sky 

[Mark39]

---

@nicola622 wrote:

Yes, but when you can't use the to at all only for sky seems like there's a flaw in the T&C 

I have been without any TV service due to software update since last Wednesday, never have I experienced any issues on a standard to that can be used for connecting laptop / phone / freeview / sky 

---

I don't think it's a T&C issue. The tv was designed to be used with a Sky subscription. Features beyond that are very limited.

[Exiled-in-HH]

In this case Sky have applied an update to the Sky Glass TV that has rendered it completely unusable?

If so Sky must be made liable for correcting the issue🤔

BUT only is recovery is not possible using an Ethernet connection to the Sky servers😉

[TimmyBGood]

---

@Exiled-in-HH wrote:

If so Sky must be made liable for correcting the issue

---

Unfortunately for out-of-warranty hardware the situation is somewhat ambiguous because existing consumer protection legislation pre-dates the concept of over-the-air updates.

[Exiled-in-HH]

---

@TimmyBGood wrote:

---

@Exiled-in-HH wrote:

If so Sky must be made liable for correcting the issue

---

Unfortunately for out-of-warranty hardware the situation is somewhat ambiguous because existing consumer protection legislation pre-dates the concept of over-the-air updates.

---

Any responsible company would take responsibility for their actions🤔

[TimmyBGood]

@Exiled-in-HH 

I tend to agree: my point was just that there probably isn't a great deal of precedent or case law in this area, and so the default response (written into call centre scripts) is 'out-of-warranty=no replacement' and anything different would have to be escalated through management layers to someone with the ability to sign off on what's potentially quite a significant loss.

[Exiled-in-HH]

That's when you make a formal complaint about who the TV to fail🤔

Anyway hopefully using Ethernet will work😉