Software update

[Kennth+hill]

I visit my friend the other day he's got Sky glass and sky puck all the he told me that he's got trouble with his sky glass and sky Park so I turned the sky glass on and it came up with software updating but it wasn't updating it was still on zero and it stayed like that what can this problem be because he's had no TV for two and a half weeks and he's found up Sky and they said they'll be out within seven days and they haven't turned up is it a software problem

[peter-marlow+1966]

Sky don't come out for a software problem ,sky try to sort it over the phone and on line,if they can not and the tv is still in warranty then sky should replace it, you need to call them and tell them what is happening

[Fothergill1]

Hi @Kennth+hill refer your friend to the following help guideling for the relevant issue:

https://www.sky.com/help/articles/setting-up-sky-glass-updating-software 

[Kennth+hill]

Well it's been on the phone twice and all their told him is that where get someone to come they haven't told him that we can do it on the phone

[Gincap]

100% Sky will not physically call to a home address with a Sky Glass or Puck issue it is telephone support only. 

He can try to unplug the TV from the power socket then unplug the router for a few moments. Plug the router back in and let it fully reboot to connect to his broadband service and then power back on the TV. Hopefully this will resolve any issues. Of course he will require a decent WiFi signal. 

If this fails it is a phone call to Sky tech support for further advice. 

[Kennth+hill]

Phone my mate up I'm told him to unplug the router then unplug the sky stream TV also this sky Park told him to wait till the router is steady then plug in the Sky TV and the sky puck he turned on the TV and the own page come back but when he went in to a channel it went back to software update and it was updating the software but it came back to say try again and he's back to square one

[Gincap]

Oh no 😟 

Sadly I think it's going to have to be a call to Sky tech support. Good luck 👍🏼