{"id":41660,"date":"2025-05-06T10:22:28","date_gmt":"2025-05-06T09:22:28","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=41660"},"modified":"2025-05-07T07:08:46","modified_gmt":"2025-05-07T06:08:46","slug":"sky-glass-uk-customers-suffering-black-screen-and-content-display-bugs","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/05\/sky-glass-uk-customers-suffering-black-screen-and-content-display-bugs.html","title":{"rendered":"Sky Glass UK Customers Suffering Black Screen and Content Display Bugs UPDATE"},"content":{"rendered":"

Some customers of Sky\u2019s broadband-based Sky Glass<\/a> pay TV streaming service and device, including those on both their first and latest second generation TV sets, appear to be suffering from a frustrating bug that is disrupting their ability to view content (TV channels, streaming apps etc.) – often showing black screens, incorrect audio or error messages.<\/p>\n

The majority of the problems appear to have started in early April 2025, although we did find some sporadic reports dating back to last year. In most cases, those impacted find that, when they turn their TV on, it just sits there saying “waiting for programme to load<\/em>” and the screen stays blank. On other occasions, it can happen while you’re in the middle of watching something.<\/p>\n

NOTE:<\/strong> So far as we can tell, the same issue does not impact those using the Sky Stream<\/a> boxes.<\/div>\n

The same TVs can also manifest other problems and error messages (e.g. “technical fault<\/em>“, “device not working<\/em>” etc.), such as the wrong audio playing on the wrong channels or audio that plays with a blank screen. Customers can often resolve these problems with a quick device reset, but the issues usually come back (often within a few minutes, or the next day if you completely unplug the TV for a short period). Sadly quite a few users report that they’re now having to reset Sky Glass<\/a> multiple times every day.<\/p>\n

Several other customers have been able to resolve the problem by conducting a factory reset of their Sky Glass<\/a> TV, although it’s wise to discuss this with Sky first, as their TVs can sometimes throw up other problems and annoyances when needing to perform such an operation (i.e. you might end up with a bigger problem during the setup phase). Furthermore, quite of few of these customers have found that the problem returns again after a few days.<\/p>\n

In a few cases, Sky even appears to have replaced the odd TV set, only for the problem to reoccur. The fact that these issues all started at around the same time, and impact both older and newer kit, does tend to indicate that a firmware update or remote device \/ software configuration change may have gone a bit wrong somewhere. Sadly, it wouldn’t be the first time that’s happened (here<\/a>), but they seem to be taking a longer time to resolve this one.<\/p>\n

Sample Sky Customer Complaint 1<\/strong><\/p>\n

“So this last week When i turn the Sky Glass on, on a morning it comes up with the usual page, i go to put a channel on and it says Channel loading then says technical fault after a few mins. Internet is all working and hasn\u2019t changed.<\/p>\n

If I take the plug out and plug it back in it seems to then work but has gone blank screen with sound a few times.”<\/p><\/blockquote>\n

Sample Sky Customer Complaint 2<\/strong><\/p>\n

“I’m having this issue every morning I have to do a restart or I only get sound no picture.”<\/p><\/blockquote>\n

Sample Sky Customer Complaint 3<\/strong><\/p>\n

“I have the same issue, it’s happened every morning this week. When I turn the TV on it just says ‘waiting for programme to load ,then just stays blank. I unplug the TV, wait, plug it back in then a channel will come up. Sometimes after a few minutes I have to do the same process again. I thought I would try to kick the TV into life by going to Netflix, I can sign into Netflix and select a programme but I’m told my device is not working and I need to power off the TV.”<\/p><\/blockquote>\n

The issues are currently being discussed in a mega thread on the Sky Community Forum<\/a>, where Sky itself acknowledges that the problem exists and are continuing to investigate the cause. A Sky support agent said on 2nd May 2025: “Thank you for your patience as our support teams continue to investigate this issue. To gain a broader understanding and examine individual disruptions and stream performance, we’re looking for more customer examples<\/em>.”<\/p>\n

We have asked Sky for an update and will report back later (credits to Cord Busters<\/a> for spotting the bug).<\/p>\n

UPDATE 7th May 2025 @ 7am<\/strong><\/p>\n

We’ve had a response from Sky, although it doesn’t add much to what was already written above.<\/p>\n

A Sky spokesperson said:<\/strong><\/p>\n

\u201cWe\u2019re aware of a technical issue which we believe is impacting a small number of Sky Glass customers. We\u2019re investigating this as a priority and are sorry for any inconvenience caused.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Some customers of Sky\u2019s broadband-based Sky Glass pay TV streaming service and device, including those on both their first and latest second generation TV sets, appear to be suffering from a frustrating bug that is disrupting their ability to view content (TV channels, streaming apps etc.) – often showing black screens, incorrect audio or error […]<\/p>\n","protected":false},"author":1,"featured_media":40897,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[45,42,66],"class_list":["post-41660","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-video-streaming","tag-iptv","tag-sky-broadband"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/114460160941962311","error":""},"yoast_head":"\nSky Glass UK Customers Suffering Black Screen and Content Display Bugs UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some customers of Sky\u2019s broadband-based Sky Glass pay TV streaming service and device, including those on both their first and latest second generation TV\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/05\/sky-glass-uk-customers-suffering-black-screen-and-content-display-bugs.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sky Glass UK Customers Suffering Black Screen and Content Display Bugs UPDATE - 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