Sky Glass customers complain of screen flickering, out-of-sync sound and video lag – just WEEKS after the flagship TV went on sale

  • Sky Glass customers have complained of issues just weeks after the TV’s launch
  • Many say they’ve experienced screen flickering, out-of-sync sound and video lag
  • TV giant is set to release a software update later this week to address problems
  • A spokesman said there had been huge demand for Sky Glass since its launch

Sky Glass customers have complained of screen flickering, out-of-sync sound and video lag just weeks after the launch of the broadcaster’s new streaming television.

Sky’s first TV, which is available from £39/month, features built-in streaming services, meaning customers don’t need a satellite dish or box to watch its content.  

However, less than a month after going on sale, many customers have taken to Sky’s community forum to express their frustration about various issues.

The pay TV giant is now set to release a software update later this week to address the problems.

Teething problems: Sky Glass customers have complained of screen flickering, out-of-sync sound and video lag on the TV giant’s new streaming television. The Sky Glass TV is pictured

HOW MUCH DOES SKY GLASS COST AND WHAT TV SIZES AND COLOURS ARE THERE?

Sky Glass is available from £39 per month.

The 4K Ultra HD Quantum Dot television works over a Wi-Fi connection and is the ‘only TV in the world with Sky inside’.

What sizes are available?

  • Small 43″
  • Medium 55″
  • Large 65″

What colours are available?  

  • Ocean blue
  • Ceramic white
  • Racing green
  • Dusky pink
  • Anthracite black

How much does it cost?

43″ – £649 upfront or £13 per month

55″ – £849 upfront or £17 per month

65″ – £1,049 upfront or £21 per month 

And what do I need on top?

Sky Ultimate TV (required) – £26 per month

Sky Cinema – £11 per month

Sky Sports – £25 per month

Sky Stream puck – £50 upfront and £10 a month to stream on TVs in other rooms

One user wrote: ‘I just received my 55″ glass yesterday and noticed a flickering at the top right of the screen?? Is there a fix?’

Another added: ‘My elderly in-laws just got a Sky Glass TV and the picture keeps freezing roughly every 20 seconds or so.’

As well as a flashing square on the screen and sound problems, customers have also reported patchy pictures when using the ‘puck’ device that streams Glass to TVs in another room. 

‘Still waiting on Sky for some kind of fix for the pucks constantly dropping out, speeding up and down, needling restarts after they sleep (despite being disabled in settings),’ one customer wrote on the forum.

Another said: ‘I got weird white flickering white lines in blocks across the screen.’ 

Some customers said they had returned their Sky Glass televisions after becoming frustrated by problems with the technology.

However, several also praised the streaming television on the community forum.

‘After reading some negative comments I am absolutely delighted with my purchase,’ one wrote.

‘Everything I have watched has been brilliant in terms of picture and sound quality.’

A Sky spokesman said: ‘We’ve seen huge demand for Sky Glass since it launched and we’ve had fantastic feedback from many customers. 

‘A very small number of customers have reported some flickering and we have a software update scheduled this week that will resolve this. 

‘We’ll be following up as always with regular releases to add features and fix any issues.’

Sky Glass has been billed as a way to ‘buy your TV like you buy your mobile phone’, with the Ultra HD television available in five colours and three sizes.  

The 4K Ultra HD Quantum Dot television works over a Wi-Fi connection and is the ‘only TV in the world with Sky inside’, Sky boss Dana Strong said at the launch event in London. 

The aim of the product is to simplify how people watch TV by integrating hardware, software and content into one device, rather than customers having to purchase Sky TV with a box and dish on top of their existing television. 

It also gives some homes that currently can’t have satellite dishes — such as listed buildings or properties on short-term rental agreements — access to Sky. 

Options: Sky Glass comes in five colours: ocean blue (pictured), ceramic white, racing green, dusky pink, or anthracite black. A matching colour stand is also provided

Customers are able to create a personal Playlist of their favourite shows and films using a new button on the remote, while a live ‘restart’ function lets you watch content from the start

A Sky Glass TV can be purchased either up front, from £649, or via interest-free payments from £13 a month. 

However, customers still have to pay for the Sky Ultimate TV package to get the basic content and Netflix to watch, which costs £26 a month, bringing the cheapest package to £39 a month.

By comparison, Sky Q costs £26 a month for 18 months — with up to £49 in setup fees. 

Sky Cinema and Sky Sports cost an extra £11 a month and £25 a month, respectively, while customers wanting to increase the size of their TV from the 43″ one included in the £39 deal have to pay £4 more a month for the 55″ (or £849 upfront) and £8 more monthly for the 65″ TV (£1,049 upfront). 

Sky Stream pucks, which cost £50 each upfront, can be purchased as an add-on to Sky Glass to allow content to be streamed in other rooms — similar to the current multiscreen offering — but these also require a £10 monthly subscription on top.

The minimum connection needed to stream HD content through a Sky Glass TV is 10Mbps, Sky has said, and 25Mbps for 4K. That is the same as the minimums for Netflix. 

Sky also said it will be the first TV manufacturer in the world to have a swap program, allowing customers to trade in Sky Glass TVs for newer models as they become available. 

Customers can talk to the smart TV in a similar way to home speaker devices Alexa and Google Assistant, by saying ‘Hello Sky’ and asking for a show or film that they want to watch

The company has not yet said how this will work but it is likely to be offered to those who pay via a monthly subscription rather than buying the TV upfront. 

Customers can also talk to the smart TV in a similar way to home speaker devices Alexa and Google Assistant, by saying ‘Hello Sky’ and asking for a particular show or film they want to watch.

That is similar to the way the voice remote control works with Sky Q, the company’s current flagship subscription service, but Sky Glass also allows you to turn on the TV, control the volume and switch to connected devices such as an Xbox console.

It has a new home page that includes content from Sky, BBC iPlayer, All4, Netflix, Disney+, ITV Hub, Spotify and Pelton. 

Customers are also able to create a personal Playlist of their favourite shows and films using a new button on the remote, while a live ‘restart’ function means viewers can rewind or watch content from the start if they miss it.

The broadcaster launched in 1989 as Britain’s first satellite TV service and came with four channels: Sky Channel, Sky News, Sky Movies and Eurosport.

It first revealed plans for a ‘no satellite dish’ version of its subscription service in 2017 and hoped to launch it the following year, although that was later delayed until last month.

WHAT ARE THE VIDEO STREAMING OPTIONS AVAILABLE TO UK CUSTOMERS?

Netflix 

Price: From £5.99 a month  

Hit shows: 

  • Bridgerton 
  • The Witcher 

Amazon Prime 

Price: £7.99 per month OR £79 per year

Hit shows: 

  • Tom Clancy’s Jack Ryan
  • The Boys  

Apple TV+

Price: £4.99 a month 

Hit shows

  • Ted Lasso 
  • For All Mankind  

Disney+

Price: £7.99 a month OR £79.90 a year

Hit shows:

  • The Mandalorian 
  • The Simpsons  

NOW TV

Price: From £8.99 a month

Hit shows: 

  • Game of Thrones 
  • Chernobyl  

hayu 

Price: £4.99 a month

Hit shows: 

  • Keeping up with the Kardashians
  • Made in Chelsea  

BritBox

Price: £5.99 a month 

Hit shows: 

  • Spitting Image 
  • Midsomer Murders  

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