topic Re: Intermittent freezing of picture and sound in Sky Glass

Intermittent freezing of picture and sound

RebeccaHolden — Mon, 17 Jun 2024 17:55:58 GMT

We recently moved house and ever since we moved in all channels but worse with bbc we have intermittant freezing of picture and sound. It is every day and throughout the day. I have googled the issue and it seems to be widespread on the sky forums. The issue affects the main tv and the hubs as well so affects all tvs in the house.

Re: Intermittent freezing of picture and sound

Exiled-in-HH — Mon, 17 Jun 2024 18:42:36 GMT

Is the main TV a Glass TV, how many Glass TVs and Pucks do you have?

Do you try to watch them all at the same time?

What is your router's sync speed to the internet?

What is the connection speed of each Glass TV and Puck to the internet measured using the Netflix Network check?

Re: Intermittent freezing of picture and sound

MarkGoldsmith — Mon, 17 Jun 2024 20:47:27 GMT

@RebeccaHolden if everything was working in your previous property then it will likely be one of 2 issues:

1) The broadband speed going to your new property is slower than your previous property.

2) If all the devices are connected via Wifi, its possible you have more Wifi interference in your new property than your old one. Lots of things can cause interference including the thickness and make-up fo walls and neighbouring Wifi networks.

For option 1 what is your broadband speed for are getting at your new property.

For option 2 does it get any better if you connect one of the devices via ethernet instead of Wifi. You need to make sure you disable the Wifi on the sky streaming device first in the settings and then reboot the device. To reboot the device do the following:

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

Re: Intermittent freezing of picture and sound

Mcculls — Tue, 18 Jun 2024 22:38:44 GMT

Had the same, tv freezes all the time, evem chamged to virgin broadband, then today i realized it started after i put in sky live cam, unplugged it and its worked flawlessly all day, if you have skylive disconnect it and see if it helps, but i di unpligged everything from the main socket, whilst unplugged i unplugged the camera and them itmall worked fine