Is my glassy under warranty?

[luke61]

Glass wouldn't turn on , on Thursday just gone. Not for the 1st time I might add, but this time It really wouldn't turn on , no lights nothing. So following the official sky troubleshooting advice I changed the power supply, at great cost . As I've done this the Tv has fallen. Breaking the screen from inside. It seems the whole world of sky glass users are suffering from the same issue at the same time! After waiting literally 2hours to speak to someone at sky  yesterday, I got through to a lovely man problem was that sky was so overstretched with this sky glass problem that they had taken him off his regular post of accounts and brought him over with limited training or authority to deal with any such problems as mine . 2hours effectively wasted. So brings me to this point , why if there's obviously a broader problem with sky glass as a whole! Why are they giving such useless advice on troubleshooting as to change the power supply. In my case it's proven disastrous!

im also 2years into (out of a 5 year plan) paying off my sky glass and do not now have a telly. Do I have to finish buying a broken telly and also buy a new one? Any advice in this situation?

[lettice]

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@Hazeyjonesy5 wrote:

For 24hrs on and off I've tried the instructions to reboot.  Screen shows updating/ 100% etc. Then screen saying 'You're connected press continue'  continue button does not work. The screen is frozen on this message every time.  If only SKY would update their message to us all and understand that their instructions do not resolve this. 

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Sounds like you remote is in an unpaired state.

With puck turned off at the mains. Do this on your remote:

Hold 4 & 6 for 10 seconds

Hold 7 & 9 for 10 seconds

Then 

Follow the procedure that mentions Sky Stream exactly as described in post 2 of this thread, flagged as the Answer post from Sky. 

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/m-p/4757859#M147519

[Stacy8]

No mine still isn't working. I've tried putting it into standby so many times and it is just showing the same screen

 

[Chelsea91]

My tv is now back on but stuck on the activate page as my sky glass account is not linked to my sky id due to sky never being able to link it & me not being able to access the old sky email account any ideas how to fix this?

[Hrs2408]

We have sky glass downstairs. Bought two pucks for upstairs bedrooms, has been working fine, doulwnloaded an update and now they don't work. White light flashes, tv says no signal, sky logo comes up but then nothing, I've tried unplugging puck and leaving it for an hour and restarting, I've tried different HDMI ports, I've reset the WiFi.. what else can I try?

[DjIce1983]

100% right we should not. 

Morning all.  Same crap and a different day. My glass is still stuck and not connecting. I'm considering enjoying jacking it all in today  it's not fair they broke it they fix it 

[chellebelle1]

still stuck on the link account page and when go to activate page on internet still gets "opps there a problem all a sky expert " have tried everything that has worked for some others but still no joy on hold for an hour yesterday to be tld nothing they can do there end just keep trying this is beyond a joke now and sky are not helping at all, no update from them on what is happening or when to expect it to be resolved, was told not to vall agin just keep trying 

[Northolt55]

No sky glass all day yesterday and to date still not working 

anyone else still finding this 

[Nikkipender719]

I have tried this multiple times. Following the steps from sky. Unplugging puck, leaving for 5-10 and then back to following the steps. 
get stuck on the pin page everytime. Cannot input Pin or change pin (understand about putting in bank details) it goes back to the same page, doesn't accept Pin and input attempts are not calculated. 
by sending everyone back to the same post isn't working 

[BrokenGurl62]

Been following the steps to reset the SkyPuck since last night and still no look. When I do reset it I follow the on screen steps and it just keeps saying incorrect pin. I've tried the steps and reset it and shock still doesn't work

This is getting extremely frustrating.

[daveNOS]

@luke61 Unfortunately you would have to continue paying for the broken set aswell as paying for a new one, unless you can claim on your house insurance.

The warranty if still eligible wouldn't cover damage, it only covers mechanical or manufacturing faults. 

[Af27]

Yep mines still not working. I'm not paying for a service I'm not receiving. They can't take the telly back and refund me. It's not on

[DannyPryce]

Did you follow the reset guide issued yesterday by SKY?

 unfortunately the SKY sollution is a factory reset meaning you have to setup like it's a new TV, which is a pain in the **bleep** but it works.

[lettice]

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@Stacy8 wrote:

No mine still isn't working. I've tried putting it into standby so many times and it is just showing the same screen

 

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When at the pin stage and it fails.

Power off your puck, leave off for a few minutes and repower.

It will continue, follow the instructions.

This has worked for many having a pin issue

[lettice]

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@Nikkipender719 wrote:

I have tried this multiple times. Following the steps from sky. Unplugging puck, leaving for 5-10 and then back to following the steps. 
get stuck on the pin page everytime. Cannot input Pin or change pin (understand about putting in bank details) it goes back to the same page, doesn't accept Pin and input attempts are not calculated. 
by sending everyone back to the same post isn't working 

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When at the pin stage and it fails.

Power off your puck, leave off for a few minutes and repower.

It will continue, follow the instructions.

This has worked for many having a pin issue