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

[Cassieak]

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 

[Tim+Adams]

Hi @Cassieak 

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

Thanks,

Tim

[Cassieak]

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 

[SKY1992bf]

@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

[Tim+Adams]

Hi @Cassieak 

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

Thanks,

Tim

[Cassieak]

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 

[SKY1992bf]

@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)

[Cassieak]

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 

[GD1]

@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.

[Cassieak]

im on a base i cant connect through this way. 

[Tim+Adams]

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

[Cassieak]

it wont even let me do this 

[Jporch316]

@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.

[Mr+Flibbles+86]

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

[Lisa-P1987]

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