Nationwide Sky Glass TV and Sky Stream outage 'now resolved', here's the fix to start streaming again

a woman holds up the redesigned sky stream remote control pointed at a television

Sky Stream and Sky Glass are both powered by EntertainmentOS, a new operating system built from the ground-up to watch live television, catch-up, and use fitness apps and other services via Wi-Fi. It seems a botched software update is causing errors for these two Sky TV devices

SKY TV PRESS OFFICE | GBN
Aaron Brown

By Aaron Brown


Published: 23/09/2024

- 13:22

Updated: 24/09/2024

- 11:49

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"When’s it going to be working again? Had no TV for 48 hours" one disgruntled Sky TV viewer bemoaned

  • Sky Glass outage is preventing some Smart TVs from turning on
  • A number of Sky Stream pucks have also been impacted
  • Some Sky Glass and Sky Stream devices are unable to turn on
  • It appears to be caused by a botched software update
  • The glitch has impacted users across UK and mainland Europe
  • Both satellite dish-less gadgets run Sky's EntertainmentOS
  • Problems started to crop-up late on September 19
  • By September 23, some Sky viewers were still suffering with the bug
  • Sky confirmed to GB News that the issue was now resolved
  • It has apologised to Sky Stream and Sky Glass TV owners

A troublesome glitch with Sky Glass TVs and Sky Stream pucks left viewers nationwide unable to watch television for up to four days. Enraged Sky TV subscribers flooded social media to complain about the outage, which prevents device owners from watching the live and on-demand television they're paying for.

The technical glitch — which does not impact set-top boxes that rely on satellite dishes, like Sky Q, which is slowly being phased-out by the British broadcaster — was first reported late on September 19, but for some unfortunate Sky TV viewers, continued well into the weekend.


Speaking to GB News, a spokesperson for Sky TV confirmed the Sky Glass and Sky Stream outage was over.

"The issue impacting some customers on Sky Glass & Sky Stream has now been resolved," the spokesperson told us. "There are a small number of people still experiencing problems, we’re advising those customers to follow the steps in the guide here, which has been fixing the issue. We’re sorry for any inconvenience caused."

The blackout impacted both of the dish-less devices available from Sky, including its all-in-one Sky Glass TV that bundles the ability to stream live telly over Wi-Fi with a Dolby Atmos soundbar, hands-free voice controls, and a QLED 4K screen. The other box — dubbed Sky Stream — runs the same operating system, but plugs into any existing flatscreen television.

Sky Glass and Sky Stream owners complained about a red light flashing, with no image appearing on-screen. Below, we have a step-by-step guide for a workaround that fixes the Sky Glass outage, so you can start watching television again.

It's still unclear what caused the Sky Glass and Sky Stream error, although a botched software update appears to be the most likely explanation. We haven't had a definitive explanation from the broadcaster about how many Sky Glass or Sky Stream owners have been impacted by the ongoing outage.

In our tests over the weekend, when reports across Down Detector and X, formerly Twitter, were at their peak, GBN was unable to recreate the red flashing light and outage issue with a Sky Stream puck.

For those suffering with the unnamed software glitch, the outage has left them unable to stream live television, access on-demand content from Playlist, or watch content from built-in apps like Netflix, Disney+, and Prime Video. In some instances, Sky TV customers cannot switch-on their devices — leaving them staring at a blank screen with just a red flashing light indicating that it's not completely dead.

Outside of the Sky Stream and Sky Glass deals, subscriptions to these boxes start from £28 per month for the entry-level Sky Entertainment bundle with 100+ channels in HD and an ad-supported Netflix account. Sky Cinema, Sky Kids, and Sky Sports bundles cost extra, as does features like the ability to skip adverts in on-demand content, Dolby Atmos, and 4K Ultra HD picture quality.

If you're suffering with the Sky Glass and Sky Stream glitch — there is a fix that should resurrect your broken TV. A spokesperson for the broadcaster has also reminded customers experiencing this error that it's possible to watch live television, or pick-up where you left-off with on-demand boxsets and films via Sky Go.

Apps for this service are available on iPhone, iPad, Android phone and tablets, PlayStation, and Apple TV.

A spokesperson for Sky has told us that a manual restart of Sky Glass TVs or Sky Stream set-top boxes should fix the error. To do this, you'll need to hold down the power button for several seconds to initiate a reset have been suggested. A complete reboot of the EntertainmentOS system that powers Sky Glass and Sky Stream can take up to 15-minutes, the broadcaster warns.

sky tv statement on sky glass tv outage and sky stream pucks not working

Sky TV issued a statement on September 20, confirming the issue with Sky Glass TVs and Sky Stream pucks, which might fail to turn on due to an ongoing software glitch

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You can find the official guide from Sky TV on its website.

Some Sky Glass owners have suggested that unplugging the device for 10-minutes will also solve the bug and get the 4K television working again, but this isn't recommended by Sky TV in its official advice. A software update that resolves the problem without a reset is on the way.

Sky TV viewers have taken to social media to complain.

"We pay a lot of money each month for the use of your services and understand at times faults happen, but 11 hours so far with no end in sight, it's not good," posted one furious customer on X, formerly known as Twitter. Another added they were already "regretting buying" a Sky Glass television after missing the first half of a Champion's League football match due to a technical issue.

sky glass tv power button pictured on the side

The power button is located on the side of the Sky Glass TV

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How to fix error when Sky Glass won't turn on

Resetting a Sky Glass TV can be a useful troubleshooting step when experiencing technical issues or performance problems, like the botched software issue that's preventing Glass TV owners from being able to turn on the television.

This process, known as a recovery, can help resolve various glitches and restore your television to its optimal functioning state.

Whilst it may seem daunting, the reset procedure is straightforward and can be completed in just a few minutes. This guide will walk you through the step-by-step process of resetting your Sky Glass TV, ensuring you can quickly get back to enjoying your favourite programmes.

To reset your Sky Glass TV, follow these steps:

  • Turn off your TV at the mains, but don't unplug it.
  • Locate the Standby button on the right side of the TV.
  • Press and hold the Standby button while switching the power back on at the mains.
  • Keep holding until the LED lights flash, which may take up to 20 seconds.
  • Release the button and allow the recovery process to complete. This can take up to 15 minutes, depending on your broadband speed.
  • Once finished, switch the TV back on.

These steps will initiate the recovery process, helping to resolve any issues you may be experiencing with your Sky Glass TV. After completing the reset process, you'll need to set up your Sky Glass TV again. Follow the on-screen instructions to configure your device.

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