SKY Glass Not Working Every Morning

[Chris0D]

Hi all.

Posting on behalf of a family member. We've recently got sky glass and broadband on the 17th Jan. Just delivered and setup 3 days ago. Every single morning the TV gets turned on and is not connected to the internet and requires a restart and then it starts working.

Other devices on the internet connection are stable. As this is my elderly mothers main TV were she desperately wants to just watch TV. Is this a regular fault? I'm having to go out each morning to reset.

I'm thinking of just cancelling but so far I've reset it about 10 times a few times on the first day were it was going off every 10mins.

The internet is from sky and is 60mbps. Happens on Ethernet and wireless.

[Angel_Aka]

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@Chris0D wrote:

Hi all.

Posting on behalf of a family member. We've recently got sky glass and broadband on the 17th Jan. Just delivered and setup 3 days ago. Every single morning the TV gets turned on and is not connected to the internet and requires a restart and then it starts working.

Other devices on the internet connection are stable. As this is my elderly mothers main TV were she desperately wants to just watch TV. Is this a regular fault? I'm having to go out each morning to reset.

I'm thinking of just cancelling but so far I've reset it about 10 times a few times on the first day were it was going off every 10mins.

The internet is from sky and is 60mbps. Happens on Ethernet and wireless.

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Yeah, this is a glitch which has been reported a lot. No idea when Sky will fix it. 

Sky Glass does tend to need a lot more troubleshooting than a more standard smart TV so it may be better to swap it for one with a more simple and stable operating system.

[Chris0D]

Such a shame as she's very adept with the apps but the technical issues are just causing so much agro. After being a customer for 18yrs shes hesitant to leave but sounds like this SKY glass isn't fit for purpose. 

[Angel_Aka]

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@Chris0D wrote:

Such a shame as she's very adept with the apps but the technical issues are just causing so much agro. After being a customer for 18yrs shes hesitant to leave but sounds like this SKY glass isn't fit for purpose. 

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Sadly it seems to work fine for many people and then badly for others. There's very little rhyme nor reason to whether you'll have a good experience or not. 

If she's very adept with apps and wants to go fully onto a streamed service then there are more and more smart TVs out there now with the Freely service which gives all the standard free-to-air channels via broadband that you can channel hop through like on Sky. You can also install apps of your choosing to access all other services, including NOWTV which gives all Sky channels live and on demand. It's very versatile and is how my own mother now watches. She's got a Freely TV and hasn't had any issues. 

Alternatively, if she's been a Sky customer for 18 years then you can still revert back to Sky Q if you speak to Sky. 

[Chris0D]

We moved to sky glass because the neighbours built a conservatory which blocked the dish signal. She has been waiting 4 months for an engineer to come out and fix it but they never showed up and the bill was £120 a month so that was the reasons for swapping.

I'll look into the freely option thanks.

[peter-marlow+1966]

Chris0D

Have you checked in the setting that the over night wifi is on ? Also if you can can you connect the tv to the hub router with an ethernet cable  its more stable 

[MarkGoldsmith]

@Chris0D - have you tried pressing the Home button to start the TV up instead of the standby button?

There is known issue where there is connectivity problems when the devices are turned on using the standby button, and apparently the workaround is pressing the home button. Since i've started doing this i've not seen any of these issues ( although there were quite infrequent for me anyway).

[Chris0D]

Yep, put network always on and energy savings mode off. Tried the ethernet and no difference. 

[groupcaptain]

We've had a Glass Air for about 6 weeks. Generally it worked until last week-end when it started doing what you are describing. I've been in touch with Sky and they recognise there is currently an issue with an image being displayed when the device thinks the network is down. They say that will be fixed in 2-3 days. However they do not believe it will resolve the requirement to reset so the GTV is to be replaced.

We also have a Sky "Puck" which is much the same as the Glass TV without the TV part so it couples to a TV using an HDMI cable. I have found it to be much more stable than the GTV and it is not requiring a reset each morning.

Either produce is nothing like as seamless as SkyQ which we had previously. It was a surprise to have to set up various apps (BBC iPlayer etc.) and, whilst we pay for ad skipping, it does not always work.

I hope you find a solution.

[2muchTV]

@Chris0D I would suggest reviewing which channels your mom actually watches... if she is only watching free to air channels, then what is the point of a Sky subscription-except for the UI? 

I suspect that a Freely TV will not have as many niggles or issues and won't tie you down to a contract either. 

If mom watches Sky channels, most smart TVs will have the app.

Whatever you do, use the next 27 days to assesss what you need and/or want. 

Best of luck

[Chris0D]

Thanks @MarkGoldsmith I'll mention to try this and see if it makes a different.

@groupcaptain Yeah it just puts you off if this is happening within the first few days especially if we're locking into a 2-year contract for £80+ a month inc a new TV makes me extremely hesitant as we can get out of it now rather than later if it continues.

[Chris0D]

Thanks @2muchTV 

I agree, I'm going to review what she actually needs and act on this. It was the UI which she is used to and she wasn't hesitant about paying if her phone line, TV and broadband was all bundled into one and worked correctly. 

I'll phone SKY tomorrow after reviewing things. If we cancel glass, she can still remain on the broadband correct? That seems fine and speedy.

[2muchTV]

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@Chris0D wrote:

Thanks @2muchTV 

I agree, I'm going to review what she actually needs and act on this. It was the UI which she is used to and she wasn't hesitant about paying if her phone line, TV and broadband was all bundled into one and worked correctly. 

I'll phone SKY tomorrow after reviewing things. If we cancel glass, she can still remain on the broadband correct? That seems fine and speedy.

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Should not be an issue keeping the broadband and cancelling Glass.

[Anonymous]

It seems regardless of WiFi performance or Ethernet connection the failure to power up is a daily 'feature'. All my equipment is sound but the glass and pucks rarely power up first time.

The workaround is simple if you want to stick with Sky, 

Power on system fails to connect

Power off

Give it 5 seconds

Press the Home button

9/10 this works, I just do it as a matter of process now.

[groupcaptain]

When you say "power on" do you mean pressing the standby button or the actual mains connection?