In a major blow to Sky TV’s broadband-based devices, both Sky Glass and Sky Stream started experiencing widespread outages last night (September 19, 2024), leaving countless users unable to access their television services.
The issue, which began yesterday evening, continues to plague many subscribers as of this morning.
Sky Glass users have been hit particularly hard by this unexpected blackout – and while Sky has suggested an updated workaround, it comes with its own set of problems (see below).
Reports indicate that affected TVs can’t even be powered on, with many users (including yours truly) noting that their Sky Glass doesn’t display so much as a power light – even after unplugging and reconnecting the device.
This effectively means Sky Glass owners are currently unable to watch any TV channels or services, whether Sky-related or not.
Sky Stream users aren’t faring much better.
While the issue doesn’t affect other TV functions for those with smart TVs or aerial connections, Sky’s own channels and services remain inaccessible as the devices refuse to turn on.
Sky Glass (see my review), which was released in 2021, is a 4K TV set that features a QLED HDR display and a built-in Dolby Atmos soundbar with six speakers.
Sky Stream (see my review) is a standalone streaming set-top box that works with any broadband provider.
Unlike Sky’s other services in the UK, Sky Glass and Sky Stream don’t use a satellite dish – instead, they rely on broadband, and stream all the content to the TV, much like other streaming devices like the Amazon Fire TV and Roku – or streaming services like Sky’s own NOW (see our Sky Stream VS Now comparison).
Many Users Affected By Sky Outage
The scale of the ongoing problem is difficult to gauge, but it’s clear that the impact is significant.
Hundreds of frustrated users have taken to social media and Sky’s official forums to voice their complaints, and it’s likely that many more are affected but haven’t reported the issue publicly.
At first, a Sky spokesperson told Cord Busters:
“Some Sky Glass and Stream customers are currently experiencing technical issues when trying to switch on their devices.
“Our teams are working hard to fix this. We’re sorry for any inconvenience caused.”
This acknowledgement has done little to assuage customer concerns, especially given the severity and duration of the outage.
@SkyUK waiting for the tsunami of abuse you are about to get? much easier if @SkyHelpTeam went on the front foot and explained what happened, how to get pucks online+gesture of goodwill refund for every day pucks are offline proportion of the monthly bill. #skystream #skyglass
— Ali (@alistairdaly) September 20, 2024
How To Fix Sky Glass And Stream: Sky’s Workaround
Later in the morning, Sky issued another statement – and a possible solution:
“We are sorry that some Sky Glass and Stream customers are currently experiencing issues when trying to switch on their devices.
We advise those customers to manually restart to resolve the issue.”
The workaround, which Sky has now detailed in a new help page, involves resetting Sky Glass and Sky Stream’s settings:
Sky Glass Recovery Process
1. Switch off your TV at the mains (you don’t have to unplug it, though that may be easier in some cases)
2. Press and hold the Standby button on the right-hand side of the TV
3. Keeping your finger on the button, switch the power back on at the mains and wait until you see the LED lights flash (this could take 20 seconds before the LED starts flashing), then remove your finger. (Note: I’ve had to do this TWICE before it worked)
4. Let Sky Glass TV complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.
5. You will then have to start your Sky Glass setup from scratch, which means reconnecting your remote and your Sky account.
Sky Stream Recovery Process
1. Switch off the Sky Stream puck at the mains (you don’t have to unplug it).
2. Press and hold the Standby button on the bottom of the Sky Stream.
3. Keeping your finger on the button, switch the power back on at the mains and wait until you see the LED lights flash different colours, (this could take 20 seconds) then remove your finger.
4. Let the Sky Stream puck complete the recovery process. This can take up to 15 minutes, depending on your broadband speed. As with Glass, this means you will have to redo Sky Stream’s setup.
These recovery resets seem to resolve the issue for some users – I was able to test it on Sky Glass, and it has indeed worked. However, this solution comes with its own set of problems:
- Some users report difficulties reconnecting their Sky account after the reset
- Some users (including myself) have reported issues with re-connecting the remote after the reset
- All Sky Glass and Sky Stream settings (video and audio settings, etc) will be reset
- You will need to log back into all of your streaming apps (BBC iPlayer, ITVX, Netflix, etc.)
Needless to say, this ‘fix’ is far from ideal and could potentially cause more headaches than it solves – but at least it gets your TV back.
It’s also worth noting that your Playlist will not disappear, as that is apparently saved on Sky’s servers – so once you finish the reset, the titles you’ve added to your Playlist will still be there.
However, some of our readers have already reported that this recovery process did not work for them.
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Now on day 6 of problems. All the fixes they suggest do not work and I am either stuck on the downloading software page or the enter the pin stage, which doesn’t work. I managed to speak to someone yesterday after several failed attempts who told me all the call handlers have to fill in a form with details of the Puck’s serial number and my internet provider but cannot tell me what happens next. The call handler told me the managers view is that they may offer customers £5 in total, in recompense. I only switched to streaming because the engineers could not get my previously working Sky Q mini boxes to connect to my main box. What an absolute farce. In the meantime they are sending me emails about what to watch on streaming and sending me packaging to send back my Sky Q boxes.
We still not on Sunday afternoon as far as I am concerned Sky have broken the contract to me and I have sent them an email to say that. I do not intend to pay any money to get out of my contract if the boot was on the other foot they would be doing the same
We are having the same problems on day 2, can’t input the code numbers to link our account, waited 55mins on the phone today & gave up, so no sky tv at all.
Very annoyed
Go back to the dish.
Never have a problem .Skip adverts and still go onto streaming. Do put all your eggs in the on basket.
I went through the reset process for my Sky Stream, which was ok up to the linking of my account to my puck. A six digit code came up on the screen with instruction to go to a Sky activate site. On the site it asked for my password and postcode. The latter failed!
They’ve sent out an incomplete update and its bricked every device!
What a failure of process and yes, Sky should be refunding customers every day their devices are useless. Factory resetting them is now the only thing that will help, and thats what they’re advising people to do
(turn off at the mains, press the relevant button corresponding to your device that factor-resets it, turn the power back on while holding the button in until it lights up and then release and wait for it to come to life)
What a farce Sky have become!
Absolutely rubbish I am stuck on continue in the queue probably to be told working on it! I will take this 55in piece of rubbish down the tip, cancel payments to sky they can go shave a pig!!!!!!