### Sky Glass and Stream Devices Hit by Major Outage: Faulty Update Suspected
Numerous Sky Glass TV and Stream puck users in the UK were left exasperated when their devices failed to power on Thursday. The problem, affecting subscribers to Sky’s streaming services, remains largely unexplained by the company, although a malfunctioning software update is widely thought to be the culprit.
Sky, a subsidiary of Comcast, ventured into the streaming hardware space in 2021 with its own Glass TVs and Stream pucks. These devices enable users to access Sky’s TV channels online, removing the necessity for a satellite dish. Nonetheless, the recent disruption has caused many customers to doubt the dependability of the hardware and the company’s capability to oversee such technology.
### The Incident: Devices Not Powering On
As of Thursday, several Sky Glass and Stream users reported their devices not activating, resulting in blank screens. Reports indicated the problem persisted for several hours, with some users unable to utilize their devices for almost 11 hours. The issue appeared to peak around 3:10 pm UTC, with 377 cases noted on the outage-tracking site **Downdetector**. However, the true number of affected devices might be significantly greater, as many users voiced their discontent on Sky’s community forums and social media platforms.
A discussion thread on Sky’s community forum addressing the problem has expanded to 141 pages, with users sharing their accounts and troubleshooting advice. Some customers have requested compensation, whether in the form of refunds or credits, as they were unable to access the services for which they pay. Yet, at the time of writing, Sky had not issued any public communication regarding possible refunds or compensatory measures.
### Sky’s Response: Apologies and Technical Assistance
Sky has recognized the issue through its social media platforms and support forums. On Thursday, the company released a message on Twitter stating:
> “Some Sky Glass/Stream customers are currently experiencing technical issues when trying to switch on their devices. Our technical teams are working hard to fix this. We’re sorry for any inconvenience caused.”
Sky also pointed users to a support page outlining steps for device resets. However, numerous customers reported that the recommended solutions did not rectify the problem. One user on Sky’s support forum, PaulRC1963, voiced his dissatisfaction, stating:
> “Yet this isn’t working for everyone though. You’re essentially just telling people to turn it on and off again. Sky is acting very incompetent.”
Despite ongoing troubleshooting efforts, some users continued to face issues as of Friday morning. Sky has not offered a timeline for the complete resolution of the problem.
### The Suspected Cause: A Faulty Update?
While Sky has not confirmed the specific cause of the issue, many believe that a poorly executed software update is responsible. The simultaneous malfunction of hundreds of devices indicates that the problem was likely initiated by a widespread update distributed via the Internet. Sky has opted not to respond to inquiries from the **BBC** regarding the problem’s cause or its resolution timeline.
This outage serves as a cautionary tale about the perils of purchasing hardware from companies unaccustomed to the tech industry. Primarily recognized for its satellite TV services, Sky entered the streaming hardware market in 2021 with its Glass TVs and Stream pucks. These devices were intended to facilitate Sky’s transition from traditional satellite TV to Internet-based streaming, but the recent incident underscores the difficulties the company encounters in managing such technology.
### The Larger Context: Streaming Hardware and Software Updates
Sky’s entry into the streaming hardware space was part of a broader strategy to meet the rising demand for streaming services. The company’s Glass TVs, priced from £600 (approximately $800) for a 43-inch model to £1,199 (about $1,600) for a 65-inch variant, include features like **quantum dots**, **Dolby Vision**, **HDR10**, and **HLG HDR** support. However, customers must subscribe to Sky Entertainment to utilize the devices, and access to streaming applications like Netflix is contingent on this subscription.
The Stream puck, a smaller and more economical device, similarly requires a Sky subscription to operate. While these devices provide a simple method to access Sky’s TV channels and streaming services, the recent outage has raised alarms about their reliability.
This situation starkly illustrates the challenges associated with managing large software updates for smart devices. Unlike traditional set-top boxes, reportedly unaffected by the outage, smart TVs and streaming devices heavily rely on software updates for optimal operation. A poorly executed update can render these devices inoperable, as many Sky customers experienced this week.
### Customer Discontent and Requests for Compensation
The outage has ignited widespread frustration among Sky customers, with some contemplating the cancellation of their subscriptions. One user on Sky’s community forum, **larky+marky**, remarked:
> “What a total lump of
