Black screen

[Kerria1707]

I e done this and it says connection speed 89.61 mbps

[Angel_Aka]

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@Kerria1707 wrote:

I e done this and it says connection speed 89.61 mbps

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That's more than enough, so there's no logical reason why you're experiencing issues other than you may be connected to a particularly congested Sky server which is struggling in the heat. If a reboot doesn't fix it then give Sky a call for further troubleshooting. 

[Rub2703]

So our Sky Glass Gen 2 tv keeps going black.   We can still hear the audio but have no picture.  It has happened 3 or 4 times.  We have not identified if it's specific to a channel.   Then today the tv would just not turn on.  After about 20 minutes of attempts it did then switch on. Any ideas what could be wrong.  Don't want the warranty to run out then be stuck with a faulty tv 

[Angel_Aka]

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@Rub2703 wrote:

So our Sky Glass Gen 2 tv keeps going black.   We can still hear the audio but have no picture.  It has happened 3 or 4 times.  We have not identified if it's specific to a channel.   Then today the tv would just not turn on.  After about 20 minutes of attempts it did then switch on. Any ideas what could be wrong.  Don't want the warranty to run out then be stuck with a faulty tv 

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This type of thing seems to be affecting a number of Sky Glass customers. 

A full reboot might help, albeit temporarily, but you are probably best off speaking to Sky. As you say, you don't want to be left with a faulty TV if you are close to the end of the warranty period. 

It would be worth considering some form of extended warranty protection so that you are covered should this happen. 

[Codebreaker1964]

I've only had this skyglass gen 2 for just over a week, then during the day a week in, the screen went black and the sound kept on playing, I had to go back to the main page, swap to another channel then back, to get back into the program I was watching. This is most defenatly a software error and nothing to do with the internet.  It's happened at least twice a day ever since. If it's not sorted soon I'll send it back. Had the gen 1 for 5 years and the only issue with that one was some programs had this bluey colour which was sorted with a softwere update. Fot the amount your paying each month to sky, you would think they had enough technitions to sort this **bleep** out.

[Ronniemcd]

My picture keeps disappearing on my Sky Glass. I refuse to pay good money for what is essentially a RADIO. Who do I contact and where?

[DavidEbbon]

When watching a programme the screen goes black but sound still works, once I press home the screen comes back on.

[Danni1709]

My sky glass is suddenly going blank but the sound is for the rapture advert.....a tech glitch or is this a sign were close to Jesus return?

[Danni1709]

Also have no idea how to fix, turning off doesnt help, been like this for days

[Bob1100]

Screen is all black but can her the sound 

[Elainedonohue56]

Tvs keep freezing and pausing on program screen goes blank updated my full fibre 2 days ago and had nothing but trouble esp my sky glass gen 2 tv

[curbyi]

Yes, I have exactly the same problem using a Sky Puck. So it is not hardware related; it's what's coming down the pipe.

Watching the first part of Best Medicine S1 E10  up until the first ad break no issues.

The ads finished, it resumes playing the episode with characters dialogue , but it is a black screen. I've tried all sorts of different things: deleting it, playing it again, downloading it from a separate area.

Please, no one insult my intelligence like the first gentleman having been told it was a WiFI issue far better if customer service or support say "I have no idea how to solve the problem rather than blaming the connection at every juncture. "

I will wait to watch the repeat, but I suspect as it's a problem in the codex, the issue will still be there.

These pucks are well undercooked in my opinion.

[WORKSOP]

If it continues, I will be cancelling the direct debit; Sky can whistle for it What a rubbish service Sky Glass TV by the way, done all the switch this off turn that on clear that reset this magic trick; it still doesn't work. Not paying hard-earned money for a service like this, why should we 

[Darren19891]

Has anyone found a fix for this I could literally throw our tv out the window this is not good enough for a tv to value of £1200 we can't even site as a family in a our living room right now it's so bad. 

Turn of tv from power supply restart last 2 minutes then black screen again but can here all audio on every channel for tv to Netflix 

[RustyNuts21]

Your television is likely breaking down, this has and is still happening to mine.

Customer Service is going to tell you to restart it around 20 diferent ways, then will finally tell you to factory reset the television, this will not work, it may stop it for a little bit, but ultimately it doesn't work. Soon after this issue, you will start having others where your screen will cut to black while still playing the programe/game you're watching amongst other things.

You can try to request a replacement TV, but you'll never get one, what will happen, after spending hours going through their "on-off" fix process, they will then tell you they have escalated it to their second line engineer team, who will take roughly 72 hours to respond to you, and you better be available, because if you miss it, they will make you go through the entire process again...making you then wait another, 72 hours...

Rest in Peace your SkyGlass