Multiple Functionality Issues with Sky Glass

[Christiano888]

Where do I start?  I have a Sky Glass TV and  miniboxes (pucks) in the house - for 2 years.    I pay Sky over £180 a month for this service and there are clearly still a lot of issues with the interface and functionality of Sky Glass that still have not been addressed

• Rewinding/F-forward tv.  This works when it wants to.  It's regularly freezes.   Press and hold, and it bounces around and then sticks.  On some occasions it says rewind is “not allowed” Not allowed why?
• Pausing TV - when pausing live tv it often un-pauses itself, especially when watching live sport.  
• "Watch from Start"  - sometimes it's an option, sometimes it's not.  Mostly on sport/football matches.    
• Quite often, (example)  lets say i've missed the first 30 mins of a 1-hour programme, so I select "Watch from Start".  When the show has ended (in real time),  If you try to pause or rewind then it crashes and you lose the programme completely - saying "Content not available".
• Home screen - Tv guide option.  Sometimes it's there, sometimes it isn't! 
• WiFi interruption - password reset.  Our WIFI is on a timer to prevent kids gaming late at night - every day I have to reset the Network and manually key in the password on all 6 boxes in the house!
• Recording UHD - example - i wanted to record the Grand Prix at the weekend - but not in UHD, as the other tv’s in the house are not UHD compatible.  No matter which channel I selected, it wanted to record in UHD meaning I could only watch it back on the main tv.  
• Disappearing programmes.   Last night I was watching a documentary on Discovery.  With 15 minutes to go I went to bed so hit ‘record series’.  When I get to bed and switch on the tv (by this time the programme has ended). Ah, no problem, it will be in my planner.  Nope!  Completely disappeared!     
• I cannot believe after all this time that these glitches have not been addressed.  I reported the ‘rewind’ issue 18 months ago. 

If I wasn't paying off the Glass tv monthly then I would have removed it by now and gone back to the old Sky boxes. 

[Angel_Aka]

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@Christiano888 wrote:

Where do I start?  I have a Sky Glass TV and  miniboxes (pucks) in the house - for 2 years.    I pay Sky over £180 a month for this service and there are clearly still a lot of issues with the interface and functionality of Sky Glass that still have not been addressed

• Rewinding/F-forward tv.  This works when it wants to.  It's regularly freezes.   Press and hold, and it bounces around and then sticks.  On some occasions it says rewind is “not allowed” Not allowed why?
• Pausing TV - when pausing live tv it often un-pauses itself, especially when watching live sport.  
• "Watch from Start"  - sometimes it's an option, sometimes it's not.  Mostly on sport/football matches.    
• Quite often, (example)  lets say i've missed the first 30 mins of a 1-hour programme, so I select "Watch from Start".  When the show has ended (in real time),  If you try to pause or rewind then it crashes and you lose the programme completely - saying "Content not available".
• Home screen - Tv guide option.  Sometimes it's there, sometimes it isn't! 
• WiFi interruption - password reset.  Our WIFI is on a timer to prevent kids gaming late at night - every day I have to reset the Network and manually key in the password on all 6 boxes in the house!
• Recording UHD - example - i wanted to record the Grand Prix at the weekend - but not in UHD, as the other tv’s in the house are not UHD compatible.  No matter which channel I selected, it wanted to record in UHD meaning I could only watch it back on the main tv.  
• Disappearing programmes.   Last night I was watching a documentary on Discovery.  With 15 minutes to go I went to bed so hit ‘record series’.  When I get to bed and switch on the tv (by this time the programme has ended). Ah, no problem, it will be in my planner.  Nope!  Completely disappeared!     
• I cannot believe after all this time that these glitches have not been addressed.  I reported the ‘rewind’ issue 18 months ago. 

If I wasn't paying off the Glass tv monthly then I would have removed it by now and gone back to the old Sky boxes. 

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If you are struggling to maintain a reliable streaming service on your Sky Glass TV then you can in fact switch back to Sky Q and connect a Q box to the Glass TV via HDMI and use it as if it was a regular TV. You would still continue to pay off the monthly cost of the loan agreement for the purchase of the Glass TV, but you would get your TV service via satellite rather than entirely via broadband. 

You need to call Sky in order to do this as you cannot switch back to Q online. You would also need to start a new 24 month Sky Q contract, the cost of which would need to be negotiated with Sky.  

[2muchTV]

@Christiano888  further to the good reply. from @Angel_Aka you could consider using Sky's NOW TV offering 🤔

I've used Sky Q and would still be using it today if it were not for the subsciption costs.

NOW is a vastly inferior product but for my £33 pm, I watch Sports, Entertainment & HBO and Cinema. The Ultra Boost subscription means viewing in 4K UHD on up to 3 compatible devices at the same time. 

You could use your Glass with a compatible streaming device in one of  the HDMI ports e.g. Roku 4K (circa £50).

The UI on NOW is not great but for the price, picture & sound quality it is acceptable. 

Best of luck whatever you decide

[Christiano888]

Thank you for the reply -can i assume all 6 mini boxes would need to be replaced, or will they work with SkyQ?

[Angel_Aka]

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@Christiano888 wrote:

Thank you for the reply -can i assume all 6 mini boxes would need to be replaced, or will they work with SkyQ?

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Sky Stream pucks are completely different to Sky Q miniboxes and run a completely different operating system. 

You cannot have Sky Stream pucks and Sky Q boxes running simultaneously in one household - Sky do not allow both services on a single account at a single address. 

If you switch to Sky Q then your Sky Stream subscriptions will end and the Sky Stream pucks will cease to function. They need to be returned to Sky as they are only ever loaned to you. 

With Sky Q you can have one main Q box which has the internal hard drive, then up to 4 Sky Q miniboxes which connect to the main box wirelessly over a mesh network and will playback content received via the satellite dish or recordings stored on the main box. Only 2 miniboxes can be used simultaneously at the same time as the main Q box. This is a limitation of Sky Q, as it is now decade old technology. 

[TimmyBGood]

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@Christiano888 wrote:

can i assume all 6 mini boxes would need to be replaced, or will they work with SkyQ?

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If you actually have a requirement for six Stream pucks in the household then the inherent limits of Sky Q (maximum simultaneous use of one UHD main box, plus any two of four HD Mini boxes, plus two Sky Go instances) means it's unlikely to be satisfactory.

[Christiano888]

This is all really helpful - i would however be really interested to see any comments from Sky relating to all the issues i have outlined... and it's definately not a broadband issue, as we have excellent bb speed

[Angel_Aka]

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@Christiano888 wrote:

This is all really helpful - i would however be really interested to see any comments from Sky relating to all the issues i have outlined... and it's definately not a broadband issue, as we have excellent bb speed

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Sky won't publicly respond to a list of issues such as you have provided. You'd need to contact them directly and work through their troubleshooting to try and determine if there's a hardware issue with any of your devices. 

You say you have "excellent BB speed" but that doesn't really mean anything. There are multiple hidden factors in a broadband connection which can affect how well or how badly Sky's streaming platform functions. Some households have a relatively simple plug and play experience with few issues, whilst others have endless problems despite having gigabit broadband. 

If you are a large household with multiple pucks you need to be willing to fully troubleshoot your network in order to provide the fastest, most stable connection possible to each puck or Glass TV. 

SkyOS is largely server based, so whilst other streaming devices with local app storage may function perfectly well in the same room as a troublesome puck, issues can arise due to the Stream puck needing a more sustained, stable connection to Sky's servers, in order for SkyOS to run reliably.  

[peter-marlow+1966]

Have you  checked what speeds  each puck and tv are getting  by opening Netflix  on each one  and going to  help  opening that  and  running  check my network. That will tell you what  speed  each one  is  getting  remembering that sky recommends a minimum  of 25mps  for hd channels and 35mps for uhd channels. The more devices that you have connected the weaker the signal is to each one. An ethernet cable were possible  to connect  is more  stable  and reliable connection. 

[Jporch316]

There s examples of network devices (beyond a router) creating issues with glass / stream. Third party routers / boosters / network switches / MAC address filtering amongst others have all caused anomalies .........