Difficulty Getting Sky Glass Replaced

[scotsy0727]

This morning I was watching tv and then all of a sudden then screen started to distort then went green and froze. I turned the TV off and then back on but now just get green lines across the screen which then eventually fades out. 

Called Customer Service who instructed me to reset the router and the tv etc, which of course never worked. 
They told me that the issue had to be sent to their back office team and would call me back. 

I recieved the call back at 4pm to when they then asked me to unplug the ethernet cable from the router to the tv and then turn the tv on, again no surprises that this did not work. 

Told it has to now go back to back office and wait on a decision to see if they can replace the tv. 
They are clearly just following a script and tick box excericise when it's clear that the tv is broken and needs replaced. 

It is less than 2 months old, having got it 8th November 2025. 

Has anyone else had so much trouble getting a replacement tv from sky and how much more are they going to drag their feet?

I know that I am protected by the Consumer Rights Act, but I am just getting nowhere and now need to wait until tomorrow for an update from the back office team.

[mikealanr]

Hi @scotsy0727 

They have a process they have to go through before they can offer the replacement but you get two years warranty and as you say the protection is on your side. They always seem pretty good where issues have been reported on the community.

If you don't get any joy tomorrow as to raise a formal complaint with them or follow the instructions here: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[scotsy0727]

Understand that theres a process to follow, just mad that after telling them all the issues this morning they go away to the back office team and then call back 8 hours later to try other things, like unplug the ethernet cable and then ask to go into tv settings, which I cant do. 

Hopefully whenever they call back tomorow they come to their senses and just replace it. 

They told me their premium delivery fee is £45, but I dont believe that I should pay this to replace a faulty item, they offered standard at free, but no idea how long that takes as the advisor didnt know. 

[TimmyBGood]

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@scotsy0727 wrote:

they offered standard at free, but no idea how long that takes as the advisor didnt know. 

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https://www.sky.com/help/articles/delivery-sky-glass-tv