Sky glass won’t turn on

[Susied]

Sky glass won't turn on, done all the steps recommended online and with a sky team member over the phone. This has been 48hrs now and I was told yesterday that there is known issue and my tv is one that is affected!! I know have to wait a further 72hrs for a response from a technical back office team 🤬
I'm 2 months out of warranty 🤯 and my tv just stops working, anybody else with this issue or know about the issue that has affected some tvs???

if so what did sky do??? 

[mikealanr]

Hi @Susied 

I'll be honest take what call centre staff tell you with a pinch of salt. We would normally see an infux of posts on the community if there was such an issue. At what point did you get stuck in the recovery process?

MikeAlanR

[Anonymous]

@Susied Unfortunately, if it's deemed terminal your options are limited. It's likely Sky will offer you a refurbished replacement but unless you have Sky Protect you will need to pay for that yourself. If that's the case you would be better looking on eBay, Gumtree etc for second hand sets. 

[Susied]

I've not been stuck in any recovery! It hasn't responded to anything that I have done. I have followed all online instructions to reset it to no avail, then gone through the whole process with 2 sky colleagues telling me to do the same thing over and over, nothing happened. I left it turned off for 24hrs, still nothing I disconnected the router, reset that nothing is happening. 
I have even connected it with a wire to the router ( there's never been any connection issues) but they asked me to try that also! 
I just think 5 days to wait for some kind of a response as to what's happened or what can be done to fix it is a bit extreme! 
It's been in the same place since I recieved it, nobody's touched it (it's too big) 

there's been no damage to it and then just stopped working, I'm baffled. 

[Susied]

Not an option,

Im not having a tv just stop working that 2years old, and 2 months out of warranty 🤯

[Anonymous]

@Susied It sounds terminal to me. Expiring just after the warranty runs out is the kind of thing that usually happens to me! 

As I said earlier, if it is terminal your options are limited and if you still owe anything on the loan agreement you will still have to pay for that until cleared. You could maybe order a new Gen Two or Glass Air or buy a second hand one either from Sky or second hand markets. 

Sorry to be the bearer of bad news.

[lettice]

Is your Sky Glass TV showing no light on when plugged in or a red light?

If you do see a red light.

Folllow the recovery procedure exactly as laid out in step 4 here.

Sometimes, you need to try it a few times in a row, to wake up a device stuck in standby mode.

https://www.sky.com/help/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-tv/articles...

If that still does not work, we will escalate to the Sky Community messaging team for you and see if they can help you further.

[Anonymous]

---

@Susied wrote:

Not an option,

Im not having a tv just stop working that 2years old, and 2 months out of warranty 🤯

---

Unfortunately, that's just the way it is. You're not the first person to post on here that have had terminal issues with Gen One's just out of warranty. They've either bought a refurb from Sky or secondhand from eBay etc or bought a different model Smart TV entirely. 

I agree that a TV should last longer than two years. As far as I'm concerned if you have a 48 month loan agreement then the warranty should last for that long too. 

If you had Sky Protect device cover then you would get it replaced for free. 

[peter-marlow+1966]

Susied

Just a quick  one but have you changed  the  fuse  in  the  plug to see if it is that ?

[Susied]

Yes I have done that repeatedly over the last 3 days! 
and all the other steps that were advised to do, still nothing. 
the red power light is on but not responding to anything 😞

[Susied]

There is power to the tv, red light is on

[lettice]

@Susied 

That shows there is power and it's normally a case of being stuck in standby, when the red light is on and not starting up.

Hence trying the recovery procedure.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Susied.