Complete system faiiure

[badgerz]

My sky glass has recently started playing up

It's been fine while using Freeview , however now I have re subbed to sky the t.v is slow to do anything (sluggish) and now Two or three times a day for get a system crash where the picture pauses, the sound nds loops and stutters stutters constantly and everything. Locks up until i either unplug it t , or sometimes after about a minute it resets itself.  Ironically I've just switched to sky broadband free EE which seems to be when The problems also started . My speed is 719mb down and 86 up. I see there are more and more people reporting similar things happening. I'm assuming firmware or memory problems 

[Jporch316]

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@badgerz wrote:

My sky glass has recently started playing up

It's been fine while using Freeview , however now I have re subbed to sky the t.v is slow to do anything (sluggish) and now Two or three times a day for get a system crash where the picture pauses, the sound nds loops and stutters stutters constantly and everything. Locks up until i either unplug it t , or sometimes after about a minute it resets itself.  Ironically I've just switched to sky broadband free EE which seems to be when The problems also started . My speed is 719mb down and 86 up. I see there are more and more people reporting similar things happening. I'm assuming firmware or memory problems 

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Alternatively there are a couple of threads on here where EE routers seem to cause issues . Although could be hardware related ....... assuming your tv is out of warranty ?

[badgerz]

I'm on sky router.  My old EE router was fine. It seems to be the TV. As for warranty , I've heard it's the updates as every gen 1 is doing the same , and for some reason sky won't admit the problem. It's always the router or connection even though it's obviously the firm ware. When I was just using aerial , apps and no package the TV was great. As soon as we have all the channels re subscribed the TV hardware can't handle it.  Ive heard the gen 2 has fixed all these problems by using a higher memory storage  speed and better chips. Unfortunately I feel sky glass just isn't futer proofed , which makes me very hesitant to upgrade to a gen 2 (and just stick this one in the kitchen) 

[Jporch316]

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@badgerz wrote:

I'm on sky router.  My old EE router was fine. It seems to be the TV. As for warranty , I've heard it's the updates as every gen 1 is doing the same , and for some reason sky won't admit the problem. It's always the router or connection even though it's obviously the firm ware. When I was just using aerial , apps and no package the TV was great. As soon as we have all the channels re subscribed the TV hardware can't handle it.  Ive heard the gen 2 has fixed all these problems by using a higher memory storage  speed and better chips. Unfortunately I feel sky glass just isn't futer proofed , which makes me very hesitant to upgrade to a gen 2 (and just stick this one in the kitchen) 

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I have a 4 year old gen 1 in the bedroom in constant use and not showing any signs of slowing down yet .......

[TimmyBGood]

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@badgerz wrote:

 As for warranty , I've heard it's the updates as every gen 1 is doing the same , and for some reason sky won't admit the problem. 

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If that were the case this forum would be deluged with similar posts: Sky shifted huge numbers of Glass sets between October 2021 and February 2025, all of which were 'gen 1'.

[Suskha]

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@badgerz wrote:

I'm on sky router.  My old EE router was fine. It seems to be the TV. As for warranty , I've heard it's the updates as every gen 1 is doing the same , and for some reason sky won't admit the problem. It's always the router or connection even though it's obviously the firm ware. When I was just using aerial , apps and no package the TV was great. As soon as we have all the channels re subscribed the TV hardware can't handle it.  Ive heard the gen 2 has fixed all these problems by using a higher memory storage  speed and better chips. Unfortunately I feel sky glass just isn't futer proofed , which makes me very hesitant to upgrade to a gen 2 (and just stick this one in the kitchen) 

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Rubbish - I have gen 1 and have no such issues

[Mark39]

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@Suskha wrote:

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@badgerz wrote:

I'm on sky router.  My old EE router was fine. It seems to be the TV. As for warranty , I've heard it's the updates as every gen 1 is doing the same , and for some reason sky won't admit the problem. It's always the router or connection even though it's obviously the firm ware. When I was just using aerial , apps and no package the TV was great. As soon as we have all the channels re subscribed the TV hardware can't handle it.  Ive heard the gen 2 has fixed all these problems by using a higher memory storage  speed and better chips. Unfortunately I feel sky glass just isn't futer proofed , which makes me very hesitant to upgrade to a gen 2 (and just stick this one in the kitchen) 

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Rubbish - I have gen 1 and have no such issues

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Yep, no issues here either with my Gen1

[Linny71]

My gen 1 sky glass has a software error phoned sky 3 times and they are saying that it's out of warranty and they are not doing anything. They tried to tell me to claim on my house insurance for a software error. Sky sent an update yesterday to my TV and since then I get software error. I've told them that it is there problem and I ain't paying till it's fixed.  Every person I speak to go through the same recovery process even though I've told them I ve done it with other so called tv techs. When asked for an engineer to come out they actually told me they don't have engineers for sky glass. I'll call them again tomorrow go through the same process as that is all they know what to do, but they still not getting paid for TV service that they broke. 

[Mark39]

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@Linny71 wrote:

When asked for an engineer to come out they actually told me they don't have engineers for sky glass. 

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That's correct.

[Linny71]

Update still no TV sky was meant to call today between 3 and 4 no phone call. So I called this is the 5th time. They rescheduled to the 2nd April. Could have let me know.

They just have no clue what to do. I have cancelled my DD and spoke to cancellation team they were more understanding than anyone else. So if no call tomorrow, I'll cancel and will never return back to sky. 
I'll give you a tip Sky don't sell a smart TV that can only last for 2 years and two months. Also don't send out updates to TV that cannot handle the update.

[Jporch316]

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@Linny71 wrote:

Update still no TV sky was meant to call today between 3 and 4 no phone call. So I called this is the 5th time. They rescheduled to the 2nd April. Could have let me know.

They just have no clue what to do. I have cancelled my DD and spoke to cancellation team they were more understanding than anyone else. So if no call tomorrow, I'll cancel and will never return back to sky. 
I'll give you a tip Sky don't sell a smart TV that can only last for 2 years and two months. Also don't send out updates to TV that cannot handle the update.

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Not to play down your experience at all as it's plain that you have a defective set...... but I would  imagine there's tvs from all manufacturers that occasionally develop a fault after the warranty period. As previously stated I have a gen 1 from April 2022 that's still going strong. 

tbf if sky have agreed for you not to pay the remaining purchase amount due on the TV after the warranty period thats pretty unusual for a tv manufacturer ..........

[Linny71]

If sky were a customer care organisation they would realise and admit that it was there update that caused this problem. But we all know that the team has a script and they have to stick to it, there was only the people I spoke to today who understood that it was a sky tv fault and not a broken TV. If it was a TV from a manufacturer you usually get extended warranty offers. But no insurance company is going to replace a TV with a software error after being updated by the manufacturer.

[Linny71]

Now cancelled TV and credit agreement with Sky. They supposed not call me last Wednesday, Thursday and Tuesday just gone but no call from them. If I was a new customer they would have sorted the problem immediately so as to keep my subscription for the 2 year period after two years and being a 10 year customer I don't think they care. They left me for 10 days with no TV and no resolution. I just wanted them to admit fault but sky still has not admitted responsibility.