Sound Issue / Technical Fault Issue

[DH01]

Sky Glass Air Gen 2 Issues - Seeking to swap existing Sky Glass Air Gen 2 TV (with inbuilt soundbar) for replacement new Sky Glass Air TV (without inbuilt soundbar)

First Issue: 65” TV with soundbar – speakers vibrate, even at low to medium volume depending upon timbre of voice speaking.

Attempted Solution: Have tried adjusting sound parameters (Bass / Treble settings) / re-locating TV from provided stand to fixed ocating on provided wall bracket – to no avail, no difference noted, speakers continue to vibrate indiscriminently.

Second Issue: Sound cuts out intermittently.

Attempted Solution: Have tried 2 enirely different Samsung external soundbar setups but sound sporadically cuts out from Arc connection on both, and reverts to lesser quality, vibrating internal soundbar, despite both Samsung set ups being previously proven to work well.  Thus this issue continues to be unresolvable.

Third Issue: Sporadic messages along the lines of Technical Fault’ popping up on screen, unable to select channels like ‘103’ for example, not even something exotic, just ITV1.

Attempted Solution:  Tried standard switching off and switching back on again, works temporarily but several times a day is rather infuriating.  Have also tried hard wiring direct from hub vice Wi-Fi link, but these issues continue.

Fourth Issue: This is most definitely a 'less than satisfactory' TV experience.

Preferred Solution: I now would like to receive a Sky Glass Air 65” Sky TV (with no soundbar) to replace existing Sky Glass Air Gen 2 65” Sky TV with soundbar ASAP, along with appopriate packging please to return the existing Sky Glass Air Gen 2 65” Sky TV, but it would be my intention to retain the rest of the existing package in place.

[Angel_Aka]

@DH01 

There is no Sky Glass Air Gen2 (without soundbar).

There are only two models of Sky Glass TV sold by Sky:

Sky Glass (Gen2) with integrated soundbar.

Sky Glass Air with no integrated soundbar.

It sounds like you have a faulty Sky Glass Gen2 with integrated soundbar. There have been reports of badly fitted speakers in the past which leads to vibration. 

If you have owned the TV for more than 31 days then you cannot return or swap it for a different model. You own the TV from when you start paying for it. If, after following Sky's troubleshooting, Sky deem there to be a fault with your Glass Gen2, they should swap it, like for like, under warranty. 

There is a significant price difference between the Glass Gen2 and the Glass Air and a significant downgrade in picture technology so you should think carefully about why you want to switch. 

[DH01]

Apologies if I misled anyone but having re-read my original message from yesterday morning, I meant to say that I was considering replacing Sky Glass (Gen 2) with original Sky Glass Air.  I was very probably just a bit aeriated about the issue.

I eventually got to speak to an extremely useful Sky engineer on the phone who listened to the soundbar, agreed about the vibration, and talked me through the picture and sound reset resolutions.

I was skeptical, but humoured him and imagine my surprise to find that this did indeed appear to resolve the vibrating issue, especially when I re-connected my BT hub direct to the TV, and switched off the Wi-Fi.

I was then able to select the additionl sound enhancement features which have been on all day and I've had the volume pretty loud, and no vibrating and no technical issues warning messages, this has made a massive improvement.

However, the intigrated soundbar is not giving me the quality of immersion / surround sound I've been previously use to, so I have another replacement soundbar, subwoofer and rear speakers setup ordered, and the Sky engineer who was dealing with my issue assured me that the problems I had been experiencing peviously with the Arc connectivity dropping out / returning intemittantly should not occur as long as I connect the soundbar to the HDMI2 TV connector.

We'll see.

But thank you Angel_Aka, your info below has been most insightful and informative.