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Discussion topic: anyone know how to restart the sky glass so you can change internet it wont let me set it up

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This message was authored by Cassieak This message was authored by: Cassieak

anyone know how to restart the sky glass so you can change internet it wont let me set it up

went to sky glass up tried to connect too internet said it worked but it not asked for password or anything gone to through set up but wont do anything, i need to set it back so i can change the internet but i dont know how 

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This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

Hi @Cassieak 

 

Press Home, Settings then Network and select then press right and select Reset.

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
Cassieak
Topic Author
This message was authored by Cassieak This message was authored by: Cassieak

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

i cant because its not set up yet so its stuck on you're now connected then it will go to setting up which it says it cant then says were checking upgrade. but it wont do anything cause there no wifi 

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

@Cassieak To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome


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Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
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if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others


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This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

Hi @Cassieak 

 

If it's stuck on the update screen, turn off at socket wait a few mins then back on again.

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
Cassieak
Topic Author
This message was authored by Cassieak This message was authored by: Cassieak

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

i did that, i need to change wifi on it which i cant do  cause it wont go any futher in the set up. and i cant do it by going home and changing the network setting because its not set up 

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

@Cassieak  Wait until tomorrow and see if the escalation team contact you as they may advise a full reset but you'll need their help to do this ( do not attempt this without skys assistance)


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others


If you would like to post a “Send Your Thanks to Sky” message please click Here
Cassieak
Topic Author
This message was authored by Cassieak This message was authored by: Cassieak

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

i just get same thing 

it comes on it says you're now connected then it goes to setting up glass then it says i cant do that, the says updaring software which just gets stuck there cause there no wifi, I need a mac address for the wifi im on to work 

This message was authored by GD1 This message was authored by: GD1

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

@Cassieak  Have you tried using ethernet cable between the TV & Router, then unplug for a few minutes, you should be able to go through the setup process as it's won't need to be connected to wifi.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

Cassieak
Topic Author
This message was authored by Cassieak This message was authored by: Cassieak

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

im on a base i cant connect through this way. 

This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

Hi @Cassieak 

 

The only way to get the MAC address would be to press skip setup & activation, this would let you access the menu to then see system details.

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
Cassieak
Topic Author
This message was authored by Cassieak This message was authored by: Cassieak

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

it wont even let me do this 

This message was authored by Jporch316 This message was authored by: Jporch316

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Superuser, not a Sky employee. Find out more

@Cassieak 

Assuming by base you mean a military type establishment- I can only assume that the firewall is blocking your tv from obtaining an IP address and you would need the MAC address to allow the device through the filter 

 

I don't think there's a way to get that MAC address without getting into the tv s settings. You will need to chat with sky through the chat bubble as above.

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43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. Gibson les paul tribute. Gibson les paul junior. Fender telecaster. Epiphone billie joe .. rock on
This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Sky employee

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: anyone know how to restart the sky glass so you can change internet it wont let me set it up

Posted by a Sky employee

We are still looking to help you @Cassieak . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Thanks

Lisa - Sky Tech Team Expert
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