Last few days, technical fault with channel, disney plus etc works.

[Jporch316]

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@Blue+Dog wrote:

@Jporch316 What's the evidence that it's only affecting a few users? My understanding was that it's a widespread issue. 

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No scientific evidence ...... and there never will be . Only thing I can compare it is the mass glass outage in sep24 where there was roughly 300 pages of posts in 48 hours. 

we are nowhere near that level of posts and a lot of posters in this thread are repeated posters. If it was a widespread issue I would expect a few hundred more pages of posts at this point (3 weeks in). 

again this is all my personal opinion 

there s quite a few posters on her (including myself) who have stated they have not experienced this issue. 

[peter-marlow+1966]

How many people  on here with  the problems that are happening  have sky broadband  ? And how many  are using  other isp's ? Just there are videos  on you about this and they were using  isp's but as soon as the went to sky broadband  the problems  stopped  according  to them, now i  am not saying  it is that but i have  sky gigafast broadband  and i  don't  have  any of the problems  that you are all reporting  on here

[Blue+Dog]

@peter-marlow+1966 @Jporch316 I don't have Sky broadband but I've had zero problems for 4 years... why now? If you need Sky broadband then it's game over for Sky. 

[Super+Anthony]

Nothing to do with ISP otherwise we would have issues with other machines or phones etc

[Jporch316]

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@Blue+Dog wrote:

@peter-marlow+1966 @Jporch316 I don't have Sky broadband but I've had zero problems for 4 years... why now? If you need Sky broadband then it's game over for Sky. 

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I don't have sky broadband either .........

[MarkGoldsmith]

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@peter-marlow+1966 wrote:

How many people  on here with  the problems that are happening  have sky broadband  ? And how many  are using  other isp's ? Just there are videos  on you about this and they were using  isp's but as soon as the went to sky broadband  the problems  stopped  according  to them, now i  am not saying  it is that but i have  sky gigafast broadband  and i  don't  have  any of the problems  that you are all reporting  on here

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Thats likely one of the reasons that one of the questions being asked on the form is which ISP you have. I'm sure if enough people have completed the form and there is a common denominator of ISP it will quickly become apparent to Sky.

[MarkGoldsmith]

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@Super+Anthony wrote:

Nothing to do with ISP otherwise we would have issues with other machines or phones etc

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Not saying that this particular issue is anything to do with ISP but that statement is utter nonsense ( as has been called out and explained why numerous times on this fourm already in reply to your posts).

@Super+Anthony You may stop wanting to confusing other issues you have had over the past several months with the sky streaming service with this 1 particular issue that Sky are currently investigating. This issue has only been occuring for a few weeks, whereas you have been posting for months on this forum about other issues you are having which clearly don't appear to be widespread issues to the scale of this one as an example

[ElliotSGG2]

Hi,

New to this mega-thread. I wish I'd read this last week before placing an order for my first Sky Glass! Large Gen 2 delivered yesterday 4:30pm, set up, connected to WiFi (Sky Full Fibre 500). All working great for no more than 5 minutes then the screen did something I can only explain by comparing to a tube type TV. The picture went from the edges into the middle, like the picture was sucked into the middle. Picture hasn't returned after many hard reset attempts. One left to 'reset' for over an hour. Backlight appears and oddly the mute button has a tendency to stay illuminated however I have heard a start up sound once or twice so sure sound is unaffected. I get the feeling I am not the only one in this situation. I was convinced that something has failed internally (like a graphics card?) but 'black screen of doom' sounds more appropriate. I have called Sky and spoke to a nice Scottish lady who pretty much summarised that this is an known issue and is with the technical team and she can't do anything about it. Expecting a call back on Thursday but not holding much hope. Think it should go back before end of cooling off period?

Any similar stories out there? Disappointed with my Sky Glass Gen 2 (seconds use) 😞 

[Jporch316]

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@ElliotSGG2 wrote:

Hi,

New to this mega-thread. I wish I'd read this last week before placing an order for my first Sky Glass! Large Gen 2 delivered yesterday 4:30pm, set up, connected to WiFi (Sky Full Fibre 500). All working great for no more than 5 minutes then the screen did something I can only explain by comparing to a tube type TV. The picture went from the edges into the middle, like the picture was sucked into the middle. Picture hasn't returned after many hard reset attempts. One left to 'reset' for over an hour. Backlight appears and oddly the mute button has a tendency to stay illuminated however I have heard a start up sound once or twice so sure sound is unaffected. I get the feeling I am not the only one in this situation. I was convinced that something has failed internally (like a graphics card?) but 'black screen of doom' sounds more appropriate. I have called Sky and spoke to a nice Scottish lady who pretty much summarised that this is an known issue and is with the technical team and she can't do anything about it. Expecting a call back on Thursday but not holding much hope. Think it should go back before end of cooling off period?

Any similar stories out there? Disappointed with my Sky Glass Gen 2 (seconds use) 😞 

---

Hi @ElliotSGG2 

You ve just been unlucky and received a defective set. The same can happen with any tv brand . There's a 2 year warranty I would suggest you call sky asap to get it swapped 

Your issue is totally separate to the glitch being experienced by some users in this thread ....

[Dazzasky]

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@ElliotSGG2 wrote:

Hi,

New to this mega-thread. I wish I'd read this last week before placing an order for my first Sky Glass! Large Gen 2 delivered yesterday 4:30pm, set up, connected to WiFi (Sky Full Fibre 500). All working great for no more than 5 minutes then the screen did something I can only explain by comparing to a tube type TV. The picture went from the edges into the middle, like the picture was sucked into the middle. Picture hasn't returned after many hard reset attempts. One left to 'reset' for over an hour. Backlight appears and oddly the mute button has a tendency to stay illuminated however I have heard a start up sound once or twice so sure sound is unaffected. I get the feeling I am not the only one in this situation. I was convinced that something has failed internally (like a graphics card?) but 'black screen of doom' sounds more appropriate. I have called Sky and spoke to a nice Scottish lady who pretty much summarised that this is an known issue and is with the technical team and she can't do anything about it. Expecting a call back on Thursday but not holding much hope. Think it should go back before end of cooling off period?

Any similar stories out there? Disappointed with my Sky Glass Gen 2 (seconds use) 😞 

---

Hi @ElliotSGG2 That needs to go back straight away, it sounds like a faulty tv. 

[Anonymous]

@ElliotSGG2 To back up what others have said, I think you've received a defective unit. I'd be straight onto Sky in the morning to ask for a replacement. Sadly, it happens from time to time. I had to request a replacement for my first Gen Two set due to a faulty panel.

The operator you spoke to is confusing a broken/defective TV problem with an issue some users are having with losing the picture and only being left with the sound. They are two separate issues entirely. You may or may not experience this issue with your replacement TV. If you do, Sky are aware of it and we are just awaiting a fix. 

[Blue+Dog]

Same 'wait for your programme to load' issue this morning, so I tried something new. Instead of doing the usual soft restart, I went into one of the Apps (Amazon Prime in this case) and played just a minute of a random show. Then, I came out of Prime and tried to load a live TV channel - it worked, no problem, and it's been stable for an hour or so with no black screen. 

[Stevo1070]

I'll try this tomorrow. 6 resets I did this morning in 40mins, gave up in the end. I sent another email complaint in to Sky and told then if they didn't do something in 48hrs I would cancel my dd as the product wasn't fit for purpose. My first email complaint went in 3 weeks ago.

[Super+Anthony]

Don't agree sorry. Black screen has been happening for longer @MarkGoldsmith and I feel that my message should be under the steam section as this is Glass so not sure why it's been moved here despite the comment earlier.  

[BigT_Devon]

https://www.ispreview.co.uk/index.php/2025/05/sky-glass-uk-customers-suffering-black-screen-and-cont... This explains the problem I'm getting perfectly. Black screen, trying to load on every channel. Resetting sometimes works for a minute or two then it happens again. The spinning wheel of death when loading, buffering. I have speed test the network and like most have multiple devices running. The Sky glass TV is not robust, picture quality is at times woeful. Not a good decision going from SkyQ to this. I called the help line, and whilst I couldn't fault her diligence and desire to help, I'm now surprised that this wasn't a known issue as others obviously have the same problems.