Software Error

[M.Philip]

Several models of tv's are the issue. A Sky Technician immediately advised us that there is a software issue affecting loads of users and they are struggling to find a solution. Software updates have failed to find a resolution. This has been ongoing since April with out Sky TV. Nearly everytime we turn on our tv there is no connection to Sky TV. E have to continously switch Sky off at the mains and wait 5 mins for it to reset. Countless recordings say failed due to power cut and calls to Sky tell us nothing as to how long it will take to resolve. We will be claiming for substantial reimbursement of our monthly payments and switching to Virgin when our contract ends next year. I am also going to contact OFCOM and see about how to get out of the contract early as they aren't providing a service or updating me at all about what they are doing to resolve the matter. The technician said this is affecting lots of Sky users. It's pathetic.

[GD1]

@M.Philip  Sky Glass does not Record and the error message failed to record due to a power cut is a Sky Q related message not Sky Glass, do you have Sky Glass or Sky Q?

[M.Philip]

Sky Q.

[GD1]

@M.Philip  You've posted on a Software issue on Sky Glass which is different to Sky Q so your issues are unrelated to the issues raised on this thread.

[M.Philip]

Phoning Sky has resolved nothing. They put it down to faulty Sky Q box, faulty router, faulty HDMI socket. Had two new boxes, one router, and one HDMI socket in the past 4 months. What surprises me now is that on each occasion the disconnection ceased for a short period of time. It wasn't until the 2nd technician came out and immediately said it was a well known issue. So why do you think they don't mention this on the phone? And for them not to update me is crazy. You would think they would try upgrading me to the pucks instead of the Sky Q boxes as that would probably resolve it instantly.

[GD1]

@M.Philip  Again your issue you've posted about has Nothing to do with Sky Glass, so your post has been moved to the correct board

[Chodley]

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@M.Philip wrote:

Phoning Sky has resolved nothing. They put it down to faulty Sky Q box, faulty router, faulty HDMI socket. Had two new boxes, one router, and one HDMI socket in the past 4 months. What surprises me now is that on each occasion the disconnection ceased for a short period of time. It wasn't until the 2nd technician came out and immediately said it was a well known issue. So why do you think they don't mention this on the phone? And for them not to update me is crazy. You would think they would try upgrading me to the pucks instead of the Sky Q boxes as that would probably resolve it instantly.

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It might resolve it. Why don't you try? It's very different from Q though.

for what it's worth, this hasn't come up on here in any volume so I think the technician's definition of "loads" might differ from mine.

So does the box crash or do you just get no picture?

[IanB]

I beg to differ that it hasn't come up here in any volume . I've seen several threads all reporting various issues,  many of them common to multiple posters myself included. Program no longer available, multiple resets required, recordings failing due to power cuts, no picture just sound all reported by me and others. I was told I'd been "put on a list" of all users with the problem(s) but no pro-active contact to keep the user base informed. Totally unacceptable and I'll be off as soon as I can if not before.