Sky issues update after customers complain of TVs going blank due to ‘frustrating’ glitch

SKY has issued an update after a small number of Sky customers reported issues with their TV leaving some channels blank or showing a mysterious error message.

The “frustrating” bug appears to affect some Sky Glass TVs, the company’s internet-streamed product.

And at the moment there doesn’t appear to be a permanent fix, only temporary workarounds.

The first reported issue dates back to mid-April, when a viewer said channels fail to load and shows a technical fault alert on screen.

Others see a “please wait for your programme to load” message.

“If i take the plug out and plug it back it it seems to then work but has gone blank screen with sound a few times,” the person wrote on Sky‘s forum.

“I had an issue a couple of days ago with the screen going black but could still hear the programme playing,” a second user commented.

Fast forward to today and the issue seems to persist, with the small number of people affected losing their patience.

“I reported the issue with Sky, I’ve completed the form on here several times but I’m so fed up with this, I’ve sent a complaint email to Sky,” one viewer said.

“Another day, another reset – getting tedious now . . .” another added.

On May 2, a Sky rep updated viewers saying support teams “continue to investigate this issue”.

But a spokesperson has told The Sun it is being looked at “as a priority”.

“We’re aware of a technical issue which we believe is impacting a small number of Sky Glass customers,” Sky said.

“We’re investigating this as a priority and are sorry for any inconvenience caused.”

What's causing the issue?

By Jamie Harris, Assistant Technology and Science Editor at The Sun

It’s easy to think that an issue like this might be because of your internet connection.

That’s what I thought was happening to my Sky Glass when this problem first happened – though fortunately resetting seems to have fixed mine.

We don’t know the exact cause as yet but problems like this usually happen due to a faulty software update.

And it seems to be limited to a small number of people too.

Experts at Sky will be working away trying to find the source of the problem to repair it and put out a new update that brings everything back to normal.