Picture quality

[hannah99regent]

Right. I am at the end of my tether! Sky Glass TV delivered just over a week ago. Picture quality is terrible. Dark/black backgrounds and even dark colours on characters' clothing extremely pixelated. Also on Netflix everything looks like the screen has been sprinkled with sand! Have done the picture settings things, followed all the online instructions, contacted customer support- can't get issue resolved! Any advice? Other than having to repack the TV and send it back!

[Angel_Aka]

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@hannah99regent wrote:

Right. I am at the end of my tether! Sky Glass TV delivered just over a week ago. Picture quality is terrible. Dark/black backgrounds and even dark colours on characters' clothing extremely pixelated. Also on Netflix everything looks like the screen has been sprinkled with sand! Have done the picture settings things, followed all the online instructions, contacted customer support- can't get issue resolved! Any advice? Other than having to repack the TV and send it back!

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Is it a Glass Air or Glass gen2 TV? Picture quality can vary dramatically. 
Glass Air uses global dimming so brightens the whole image at once rather than specific areas which the local dimming zones on a Glass gen2 TV can provide.

If the content you're watching is of low resolution, fairly dark or highly compressed then posterisation (pixellation) will show up a lot more clearly. Glass Air will show more of this due to the global dimming. 
If you want the best picture quality then you'd be better off with an OLED, or mini-LED smart TV to which you could add a Sky Stream puck. 

[hannah99regent]

What is a Sky stream puck? I've seen this referred to elsewhere. Is it possible to purchase from Sky? I'm sorry now I went ahead and got the Sky Glass Air. Have been trying to get through to someone to tell them to take it back & revert to my old tv & package - even if it means losing Netflix

[Angel_Aka]

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@hannah99regent wrote:

What is a Sky stream puck? I've seen this referred to elsewhere. Is it possible to purchase from Sky? I'm sorry now I went ahead and got the Sky Glass Air. Have been trying to get through to someone to tell them to take it back & revert to my old tv & package - even if it means losing Netflix

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A Sky Stream puck is a small device which runs the same SkyOS that you get on Sky Glass except that you can connect it to any TV you like via HDMI cable. You get the same user interface, same channel selection, same playlists, same apps that you get on Glass, just on any TV you like. 

If your old TV package was Sky Q then you can still revert to it. You'll need to speak to Sky to do this. You can get Netflix bundled with Sky Q if you ask for the Ultimate TV package. 

[hannah99regent]

I wanted to reduce my bill (had Sky Q) and was offered the Sky Glass Air ultimate package as it was going to work out less than I was paying. Wasn't looking for extras eg Netflix. Have been trying to get in contact with customer service & was told someone would get back to me - still waiting. I'll inquire about the puck but unsure my old tv would be compatible- it's about 10 years old - but at least the picture quality was better!

[Angel_Aka]

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@hannah99regent wrote:

I wanted to reduce my bill (had Sky Q) and was offered the Sky Glass Air ultimate package as it was going to work out less than I was paying. Wasn't looking for extras eg Netflix. Have been trying to get in contact with customer service & was told someone would get back to me - still waiting. I'll inquire about the puck but unsure my old tv would be compatible- it's about 10 years old - but at least the picture quality was better!

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As long as your old TV has an HDMI port then a Sky Stream puck will be fine on it. If it's the same one you had Sky Q on then it'll work.

I used to use an 8 year old Samsung TV with a puck and it worked. 

Sky should be able to offer you the same streaming subscription that you currently have on the Air but on a puck instead. They'll probably charge you £25 for the return of the Glass Air TV but they should refund any payments you've made towards it so far, then you won't need to pay for the TV itself either which would have been a seperate loan payment for 24 or 48 months. 

[hannah99regent]

Thanks. That's extremely helpful information. Now I just need to speak to someone at Sky who will actually help me! Have phoned their technical support team and have been left high and dry and extremely frustrated!

[Steve93]

I have Glass 2, when I first got it 13 months ago, I was the same as you terrible picture, tried various settings & settled on vivid it's alot better & a brilliant picture, very impressed