Sky glass virgin router

[Ian196969]

After the problem with Sky Glass booting up , looks like the fix has created problems with Ee and Virgin Routers. Still without service for Day 5, too me 2 1/2 hours on hold to get this info. Still waiting for a fix, was promised a call back when it was- still waiting. Any updates please Sky?

[GD1]

@Ian196969  You won't get an update from Sky through a customer helps customer community, what steps are you getting stuck on as I followed all the full steps using my VM connection.

[Ian196969]

Tv will now power up, but won't connect to Virgin router through WPS or using password

[Ian196969]

When I eventually got through to customer service, they took me through everything I'd tried. Eventually they said that they had just realised that the power on fix has broken something with EE and Virgin. This had happened before and developers from all 3 companies were working on a fix 

[GD1]

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@Ian196969 wrote:

When I eventually got through to customer service, they took me through everything I'd tried. Eventually they said that they had just realised that the power on fix has broken something with EE and Virgin. This had happened before and developers from all 3 companies were working on a fix 

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Methinks they are bull of the preverbial as there is not isue using VM broadband, and I've not seen other posts regarding VM customers still being affected.

The steps in post 2 of this thread should work, which part of the process are you getting stuck on?

Edit**   I see you've tried the steps but getting stuck with the connection to VM, have you been advosed to reboot your VM hub at all?

[Jporch316]

I also have a Virgin hub and the recovery worked fine for me 

try using an Ethernet cable  connection to get up and running or others have suggested using your mobile as a hot spot 

[BRW1983]

The issue with ours was that when it reset it wouldn't connect to WiFi, but there is a work around if you can connect the TV to  an Ethernet cable

Before going through the reset steps connect your TV or Puck to a Ethernet cable into your router, then go through the reset steps as Sky have set out

After the reset and update is done and you are on the Sky Home screen, you can disconnect the Ethernet cable and set the TV back up on the WiFi, I'm not sure if this will fix all TV/Puck not turning on issues, but it fixed both of our Sky Glass TV's (The one in the games room has not been working since December 2023, and is working fine (and on WiFi now)

I hope this information is helpful to some people who are still suffering with this issue