Sky glass 1 problem loading programe, blank screen

[Romewolf]

Good afternoon,

I have a Gen 1 sky glass which is in good condition. Works perfectly for everything else so I know it's not the tv before anyone states this.

However an annoying issue keeps happening which is not being resolved

1. It will frequently display a message around problem loading programme and then go back to the home screen after 10 seconds

2. It will sometimes then say technical fault

3

 After restart or refresh. Or even factory reset while watching a TV channel or sky Cinema it will after some time go blank screen, if I then go to another channel it will repeat issue 1

Please can I have a fix

[Angel_Aka]

@Romewolf 
There's no specific fix for those issues I'm afraid. 
Have you checked the broadband speed the TV is actually receiving? Is it fast and stable? Run a network check from the get help menu on the Netflix app - this will tell you the speed the TV is working with. 
You need a stable minimum of 25Mbps for service to function reliably but preferably a lot more. 
Assuming your Glass TV is now out of warranty there's not a lot you can do beyond calling Sky for further troubleshooting. 

[Romewolf]

The internet speed is well above the minimum and reports as stable - there is no issue/fault with other apps. The issue only relates to sky channels and sky cinema so it should be a fix provided by Sky. 3rd party apps are working perfectly 

[Angel_Aka]

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@Romewolf wrote:

The internet speed is well above the minimum and reports as stable - there is no issue/fault with other apps. The issue only relates to sky channels and sky cinema so it should be a fix provided by Sky. 3rd party apps are working perfectly 

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A report of being 'stable' on the MySky app means nothing. You must run the network check on the Netflix app to find out the speed actually being received by the Glass TV. 
What speed is reported when you do this? 
Live channel streams can consume more bandwidth than apps which is why they can function but live channels struggle. 

[Romewolf]

570mbps over wifi

912mbps over Ethernet 

I tried both, note that I disconnected the other before trying the alternative with both methods wifi or Ethernet the TV will display the error message and as mentioned before no issues with other apps seems to be only a sky problem as such I do not believe it is anything related to the tv itself but rather software or issue at sky

[Angel_Aka]

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@Romewolf wrote:

570mbps over wifi

912mbps over Ethernet 

I tried both, note that I disconnected the other before trying the alternative with both methods wifi or Ethernet the TV will display the error message and as mentioned before no issues with other apps seems to be only a sky problem as such I do not believe it is anything related to the tv itself but rather software or issue at sky

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You're definitely not getting 912Mbps over ethernet on a Glass TV. The ethernet port on the TV is only capable of 100Mbps. 

Are you running the network check from the get help menu on the Netflix app on the TV? This is the only way to find the speed the TV is actually receiving. 

The values you quote are more like what you'd receive via a speedtest app or website on a PC/Mac in the same room as your router, not via Netflix on a Glass TV... unless you meant 91 point 2 Mbps from the ethernet connection?

[Callum2212]

I've had the same issue, pray that you're still under warranty as they have no fix other than for you to pay the third party company to fix the tv.

i went around in circles for weeks, they blamed everything other than their below par tv's knowing fine well the gen 1 glass tv's aren't fit for purpose. Tried to blame my internet, specifically the latency. I live in a three story town house and have no issues with the pucks on the top floor. I had a hardwire ran to prove this wasn't the fault. 

after a lot of back and forth and outright refusal to help I'm now at deadlock and awaiting my letter to go to ofcome. Purely out of principle they can expect you to be stuck with a product they can't fix and know isn't good enough (a manager agreed with me but couldn't do anything about it) 

report every fault and get a replacement while your in warranty is the best advice I can give 

[Romewolf]

Network check successful 

internet conection - tick 

Netflix mserver 1 - tick 

Netflix server 2-  tick 

Connection speed 15.85 Mbps

This was on ethernet, i found this to be quite low so i removed the cable and connected via wifi where it reported 199 Mbps.  

I noticed Sky Glass kept say disconnected whenver i went into the settings menu so i removed the cable.  upon using the cable within my main pc it reported a lower  Mbps, so the cable was broken.  

However despite this the issue remained as such i purchased a new  ethernet cable and the connection test stated 91 Mbps  

The issue continues despite me resolving potential issues with ethernet cables and such  and these "fixes" are only fixing auxcillary issues which i would not have seen, these do not have any bearing on the main issue which remains problem loading programmes and randomly screen going black during play whilst using "Sky" only channels or channels such as altantic cinema etc. 

There continues to be zero issues with other apps.  

[Romewolf]

this continues to happen on a daily/ if not hourly basis