Sky glass has problems powering up ( switching on) sky glass has to be reset if I mistakenly fall …

[Ruksar]

apologies for the lengthy post:

sky glass has been giving me a lot of problems, it's such a headache. Everytime I mistakenly fall asleep, if there's no activity in an hour ( despite turning those features off in settings) it's such a struggle and hassle to get  the T.V working, I literally dread  it, sitting here for hours at times hoping the TV will turn on..

as you can see my WiFi is literally next to the T.V, in case I'm told the same old same old by sky employees who really have no idea how to help  sky customers like me and many  more,  I'm really tired of these nonstop issues, worst part? It's been like this since we got this, despite making complaints whilst we had warranty no help was given, now? Now that the warranty is finished we have to pay for sky insurance, which is an additional £10 a month,  which I don't mind if sky was to perhaps help their customers... 

and yes, you can see the image with the flashing red light, despite that the tv doesn't turn on, it's exhausting having to repeatedly do all of this, and yes.. I also followed the instructions of pressing 4&6 at the same time which resets it, sometimes if I'm lucky it doesn't take more than 20 mins.. otherwise yh stuck waiting for the TV to turn on & not freeze at " sky "

sky doesn't care if their disabled customers are going through so much difficulty due to their faulty products that simply requires a new software update.. 

i am extremely annoyed.. it's been over an hour and the tv just won't TURN ON 😣😣😫😣😫😣😣🫤😐😓😒

 

if actual help can be given by sky or anyone else on this discussion, we would appreciate it. 

@skyemployee @Sky @Community #help 

[peter-marlow+1966]

Who is your  broadband  provider  and what speed  do you get  to the hub, sky glass tv  minimum  speed  is 25mps and for uhd it 35mps, have you unplugged  the tv from  the  mains  for a while  then at the same time  holding  the power  button  in on the plugging  the tv back in an keep the power  button  held in until  the tv  comes on, also wifi connection  are not very  stable  a wired connection  is better  and any over 50mps is  more like what  you would  need  for the tv, especially  if you have other devices  on the WiFi connection , the more devices  running  the weaker  the signal  to each one

[mikealanr]

Hi @Ruksar 

In terms of power saving. They cannot be disabled only certain elements can. See: https://www.sky.com/help/articles/sky-glass-tv-turning-on-off-glance-motion-technology

Auto standby and eco mode are enabled to meet European law and sky's commitments to being environmentally friendly.

In terms of the TV turning on, given you have router/repeater so close can you connect via ethernet and turn WiFi off in the settings? This will provide better stability.

In terms of start up have your been in to settings > startup and standby and turned overnight power save OFF  and Network Standby mode ON.

We are fellow subscribers here on the forum. But if you dont feel Sky have met your expectations you can complain as outlined here: https://www.sky.com/help/articles/how-to-make-a-complaint

Also in terms of your disability, ensure you are registered with sky's accessibility team   https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers & https://www.sky.com/help/home/accessibility-information

MikeAlanR

[Ruksar]

I have done all that you mentioned repeatedly, literally every day, I dread falling asleep because of it, knowing that the TV will start doing it's usual thing 🤦🏽‍♀️... and I'll have to sit by its side for 1-2 hours waiting for it to turn on. 

today the red light was just flashing but the TV wouldn't turn on at all.. 

our broadband speed is 30mps, our provider is community fibre.

Sometimes I unplug it and leave it alone for 15 mins, and if I'm lucky it'll do the trick, but today the TV had a mind of its own 😅😂

I followed the SKY LRT instructions which is written under the software update, it said not to unplug the TV 📺 and just hold the power button until the red light flashes, it worked 20 mins ago. 🤞🏽 it keeps working otherwise sky  insurance will have to replace the TV. 

thank you for your reply. 🌷

[Ruksar]

 

 

The Ethernet cable has been connected to the TV for the last 5 months, sky employee suggested the same thing. 

when I say I turned the feature off, I mean on the sky glass TV.  I've attached images for you to understand. 

thank you for your reply. 

[mikealanr]

@Ruksar 

Yes but if you read the article you cannot switch off Eco mode and Auto standby. The features you have turn off in your screenshot will stop the TV turning on when motion is detected. Your Sky glass will still ask you to pick up your remote etc.

Your broadband speed is very borderline as Sky require 25Mbps for HD and 30Mbps for UHD. 

Given you have spoken to Sky etc the only thing you can do is complain... 

MikeAlanR