Sky glass completely unusable

[saraharm01]

We have had sky glass for 18 months without issue. Just recently (last 2 weeks) it's unusable after 10 minutes of viewing. it's freezing and saying there's a technical fault with the channel. This happens on all channels. It also reports that the Internet is down however the Internet isn't down, my phone and tablet and laptop are all fine.. Line checks report no issues. The error it reports is connection to router is fine, connection onwards is broken. Well it's clearly not because other devices are fine.

I have performed all of the following checks several times over the lady couple of weeks. 

Used an ethernet cable, same issue happens after around 10 minutes. 

Turned sky glass off at the wall for a long time, rebooted WiFi.. No good, error occurs after 10 minutes.

Reset the sky glass. Again makes no difference. 

Unpaired and repaired the remote. 

I have tried all of the things. 

It's completely unusable. Right now I'm looking at a blue screen.

I can't get through to anyone to discuss. Everytime I call and sat sky glass the automated service sends me a text and then says goodbye. Does anyone know how to get through to an actual person?

I pay a lot of money to sky each month for a service that didn't work.. 

[mikealanr]

Hi @saraharm01 

We are fellow, subscribers on the forum. I can escalate you post and ask someone to reach out via the form. However if you want to speak to someone, when it asks about sending you a link, just stay silent and it should but you through to someone.

If you are still in warranty, I'd push for a replacement now as once it gets to 2 years Sky will charge for a replacement. Another thing, just to double check what speed is your internet connection? Does it meet the minimum requirements of 25Mbps for HD and 30Mbps for UHD? I am assuming so given its worked ok for so long.

Let me know if you want me to escalate.

MikeAlanR

[saraharm01]

Thank you for your reply. 

To confirm speed of internet is grand I'm on superfast with sky and it's meeting all of the guarantees. I work from home without any issues. Internet is solid.. 

I will ring tomorrow and stay silent. If I can't get through or I'm not taken seriously I will ask you to escalate. 

Thank you again 

[MarkGoldsmith]

Have you tried it off of the Wifi and connecting via ethernet instead?

Its possible if it was working fine and there are now issues that perhaps something is creating Wifi interference that is wasn't previously doing. There are a number of things that will cause interference with Wifi networks including other electronic devices, potentially neighbours Wifi networks and also furniture within a property.

[Fothergill1]

@saraharm01 You have already got some good advice from other posts but if you still need to speak to Sky I find the following helps me get past the Chatbots.

When calling try answering the following:

Say about  sky glass

Say it’s something else

Say NO when asked about using the web link

This should result in you being put through to an adviser.

[saraharm01 · Accepted solution]

@mikealanr @MarkGoldsmith @Fothergill1 

Thank you all very much for your advice and help. I managed to get through to an advisor yesterday morning who was very helpful and sent a broadband engineer to me that afternoon. 

I now have a brand new router and new wifi extenders. It appears my existing router was experiencing very teeny interruptions which were not big enough to affect other devices but Sky Glass didn't like it. Last night and today Sky Glass is running ok.

The engineer who called diagnosed it immediately as I had already attached the Sky Glass to the router with an ethernet cable and the fault of buffering and not being able to view anything still happened.  

Although I didn't need wifi extenders the engineer installed them anyway for extra stability. I have to say both the call centre and the on site engineer were extremely helpful.  

[MarkGoldsmith]

Glad to see you got your issues resolved @saraharm01