Sky glass not working

[Sarahloucorrie197]

My sky glass has not been working for 3 days now. I have tried calling so many times to be left waiting for hours. I've messaged them to complain and got an email with a  case reference number which I am not allowed to put in this message. In the email they say they tried calling me which they categorically have not. I've done the reset 3 times now as suggested in the community forum and on the text message sent directly from sky. The first time there was just a blank screen, the second time it said software update error and the third time it says to link my account at sky.com/activate where it asks me for my postcode only to be told my postcode isn't recognised. I'm currently on hold again trying to speak to someone. This is not the customer service I have come to expect from sky. I have been a VIP member for over 10 years. Absolutely appalling. I request that this be escalated and someone contact me.

[Daz29]

Sky glass rebooted and now will not load apps , stuck on the sky sign in page. Tried rebooting 4 times and nothing. Been on hold to sky for over 120 minutes. This service is terrible,  time to cancel

[theTANK83]

Hi 

this has made it worse 

[Jporch316]

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@Lesley07 wrote:

I can't it is on the the other side of the room I really don't know what else to do 

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Are you holding the button in until the red light flashes ?

you could try and reboot your router as well by pulling the plug and leaving it out for 10 minutes 

[MLVCP]

 Did the reset as advised, now the puck is stuck on this screen, nothing on remote changes it. 

[TimmyBGood]

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@Sarahloucorrie197 wrote:

I request that this be escalated and someone contact me.

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As this thread would indicate, Sky really isn't in a position to do that at this time.

[Danny56]

Hi sky glass reset and stuck on network reset page 

[revird]

Our sky glass 65inch. Will not turn on this has been out since Thursday night  we are VIP members of 24 years and we are now get fed up with this.  When wait be resolved??????

[Chrisee]

@Sarahloucorrie197 Sky cannot call you from a request in a forum post.

When signing in to the activation page check you are using the correct Sky id as that should avoid the pistcode challenge.

Sky's support staff are working flat out but given there are many hundreds of thousannds if not millions of customers affected response times are inevitably long. The fix posted works for most but not all customers but even if only 1% of a million cusomers have issues like yours that is 10,000 customers.

[Jporch316]

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@Daz29 wrote:

Sky glass rebooted and now will not load apps , stuck on the sky sign in page. Tried rebooting 4 times and nothing. Been on hold to sky for over 120 minutes. This service is terrible,  time to cancel

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The lines will be inundated with an extraordinary large call volume . Have you tried pulling the plug on your glass for a few minutes 

[Jporch316]

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@theTANK83 wrote:

Hi 

this has made it worse 

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In what way ? 

[Deborah19621]

Restart my glass TV got 6 digit code and went to website but no were to put code on then saying there a problem get in contact I would but can't get through had no glass TV since Friday morning 

[APJudge]

I mangaged to use my mobile hotspot to connect my TV as it wasn't accepted it's not internet from my router. This worked well enough to update but nothing after. Second try worked again and this time allowed me to setup and reconnect properly. Watched the news etc this morning with no issues 

[Jporch316]

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@MLVCP wrote:

 Did the reset as advised, now the puck is stuck on this screen, nothing on remote changes it. 

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The remote will default to infa red and has to be really close to the device to work ..... 

[JohnS6]

First thing Monday morning I am cancelling my direct debit for sky glass and putting the TV in the skip.