topic Re: Sky glass freezes - NOT using WiFi in Sky Glass

Sky glass freezes - NOT using WiFi

K11 — Wed, 04 Sep 2024 06:40:12 GMT

Sky glass keeps freezing then either restarts or need to power off on.

WiFi is off - using Ethernet to EE plus router with FTTP (during glitch other devices never dip below 700 Mbp/s).

WiFi off in sky glass settings. Problem has got more frequent- at least twice daily.

entertainment os 1.3

build v qs030.520.00p

sky live v CH000.043.1P

hardware model LT055-f2-wht

sky live hardware model VC100-ant

ui v 20.289.030.07

Thanks

Re: Sky glass freezes - NOT using WiFi

peter-marlow+1966 — Wed, 04 Sep 2024 06:47:26 GMT

Can you connect the tv with an ethernet cable it is more reliable, I have my tv connected that way and have no problems, 55inch sky glass tv fftp with sky gigafast 900mps, I used to have problems with my wifi when I had sky q got a sky engineer out at the time and he installed an ethernet cable to that and the freezing problems stopped so when I changed to sky glass I just connected the tv the same way

Re: Sky glass freezes - NOT using WiFi

Exiled-in-HH — Wed, 04 Sep 2024 07:03:41 GMT

@K11 wrote:
Sky glass keeps freezing then either restarts or need to power off on.
WiFi is off - using Ethernet to EE plus router with FTTP (during glitch other devices never dip below 700 Mbp/s).
WiFi off in sky glass settings. Problem has got more frequent- at least twice daily.

entertainment os 1.3
build v qs030.520.00p
sky live v CH000.043.1P
hardware model LT055-f2-wht
sky live hardware model VC100-ant
ui v 20.289.030.07

Thanks

Did you reboot the Glass TV after turning WiFi off ... and checked it was still off?

Re: Sky glass freezes - NOT using WiFi

peter-marlow+1966 — Wed, 04 Sep 2024 07:06:32 GMT

I already had the ethernet cable and when the tv arrived before turning it to set it I plugged the cable in and when setting it up I turned the WiFi off and it's still off nearly 3 years later

Re: Sky glass freezes - NOT using WiFi

K11 — Thu, 05 Sep 2024 09:07:51 GMT

Yes, restarted and can confirm WiFi is off.

Re: Sky glass freezes - NOT using WiFi

Mister_Dalek — Thu, 05 Sep 2024 09:10:21 GMT

@K11 wrote:
Yes, restarted and can confirm WiFi is off.

There have been issues recently with Sky Q and EE routers. I wonder if there's something similar going on here with Sky Glass.

Might be worth giving Sky a ring.

Re: Sky glass freezes - NOT using WiFi

Anonymous — Sun, 24 Nov 2024 21:04:32 GMT

This has just started happening to me.
had the Sky Glass for three years, it's always been connected via Ethernet. Never had an issue until this last week.
I run my own aerial, satellite and tech business (for 21years) so know how to fault find. Here's what I have done:

watched the same apps through my Virgin box which is connected to the same Virgin hub two foot to one side of the Sky Glass TV. The Virgin box plays faultlessly.

Checked that wifi is off( it is).
disconnected the ethernet lead and reinstated the wifi.

Changed ethernet leads.

Changed ports in the hub.

reset the Sky Glass to factory settings then reinstalled.

tested the speeds on Betflix on both the Sky Glass TV and the Virgin box (it's around 91mbps on Sky Glass, 170+mbps via Virgin).

rebooted my router.

depowered sky glass.

depowered both sky glass and router simultaneously.

Hit sky glass with a sledgehammer (not really, but I felt like doing it!)

Spoke to Sky advisor who suggested the ethernet cable was probably getting interference from the wifi or electrical impulses, and to disconnect it and move the router further away...

I honestly cannot think of anything else that may be the issue.

The ONLY thing that has changed is that my Sky subscription ended...

Is there anyone else who is or has experienced the exact same as me please?

Re: Sky glass freezes - NOT using WiFi

mikealanr — Sun, 24 Nov 2024 21:18:44 GMT

Hi @K11 / @Anonymous

Do you have WiFi enhancer turned on, on your EE router? They sent a botched update out a few weeks ago and it was affecting WiFi and ethernet cable devices. I have the 1.6Gb busiest home bundle but was barely pulling 200Mbps.

After a few days back and forth, they got me to factory reset the router and not had any issues since. While the router was running the dodgy version, I was seeing "wait for your program to load" message for a second or two when changing channel but then it was fine when actually watching. Now I'm back to changing channel and a very split second response time.

MikeAlanR

Re: Sky glass freezes - NOT using WiFi

Anonymous — Sun, 24 Nov 2024 21:34:06 GMT

Hi Mike

unfortunately I have a Virgin router .

cheers

David

Re: Sky glass freezes - NOT using WiFi

Exiled-in-HH — Mon, 25 Nov 2024 06:01:15 GMT

@Anonymous You should've started your own discussion rather than add your separate issue to someone else's issue about EE routers🤔

Anyway you seek assistance directly with Sky CSs😉

Re: Sky glass freezes - NOT using WiFi

Anonymous — Mon, 25 Nov 2024 07:00:15 GMT

It made sense to continue a still open post having the same issues particularly as it states "sky glass freezes -NOT using WiFi"

not a particularly helpful answer, probably best saying nothing.

Re: Sky glass freezes - NOT using WiFi

Exiled-in-HH — Mon, 25 Nov 2024 13:45:38 GMT

@Anonymous wrote:
It made sense to continue a still open post having the same issues particularly as it states "sky glass freezes -NOT using WiFi"

not a particularly helpful answer, probably best saying nothing.

Well ... the discussion had been inactive since the 5th of September and ended with specific information about EE routers😉