topic Re: Sky glass keeps freezing in Sky Glass

Sky glass keeps freezing

ACaswell — Mon, 06 May 2024 19:59:14 GMT

My sky glass seems to keep freezing on the app it is saying that everything is working correctly. Is anyone else having issues with this.

Re: Sky glass keeps freezing

GD1 — Mon, 06 May 2024 20:00:35 GMT

@ACaswell How is your Glass connected to your router?

Re: Sky glass keeps freezing

ACaswell — Mon, 06 May 2024 20:01:36 GMT

Its connected via wifi and all is working correctly.

Re: Sky glass keeps freezing

MarkGoldsmith — Mon, 06 May 2024 20:02:49 GMT

This is all the signs of weak and unstable WiFi signal.

The sky streaming platform requires a strong stable and consistent WiFi connection to works due to it having to be permanently connected to Skys servers. This means any WiFi interference or dropped packets will likely cause the device to crash.

The solutions to this are typically to improve your WiFi signal, for example setting up a mesh network, of by using Ethernet instead of WiFi. When using Ethernet you need to disable the WiFi from the network settings and also give the device a reboot (unplug for 1 minute) to ensure the WiFi is disabled.

Re: Sky glass keeps freezing

Scotch1979 — Wed, 04 Sep 2024 17:16:11 GMT

My broadband is over 140mbps and 92% stable but it's still freezing if I go up a channel then back on it it's fine for a bit. Come on sky don't try and blame it on WiFi. Sort it sky your charge us enough.

Re: Sky glass keeps freezing

Jporch316 — Wed, 04 Sep 2024 17:41:19 GMT

@Scotch1979 wrote:
My broadband is over 140mbps and 92% stable but it's still freezing if I go up a channel then back on it it's fine for a bit. Come on sky don't try and blame it on WiFi. Sort it sky your charge us enough.

Almost certainly a WiFi signal issue. Skys hardware doesn't use a buffer system that can hide WiFi blips. As suggested try an ethernet cable or cheap powerline adapters to connect your tv to the router. If the situation still persists you will know there's a separate issue. I originally ran my sky glass unit off WiFi on a 32mb connection but it was stable and fairly close to the router and didn't encounter any freezing. Sometimes it's not the speed that counts it's the consistency of signal receipt. Try running the network test in the native Netflix account and checking the actual speed your tv is getting

Re: Sky glass keeps freezing

Scotch1979 — Wed, 25 Sep 2024 13:02:28 GMT

Did you actually read what I put? There is no interest problem. Sort out sky glass., I don't want a pre prepared statement.

Re: Sky glass keeps freezing

BRW1983 — Wed, 25 Sep 2024 13:59:29 GMT

Can you try it via Ethernet, if it works fine via Ethernet, then it's almost definitely a WiFi issue

Re: Sky glass keeps freezing

Scotch1979 — Wed, 25 Sep 2024 14:38:30 GMT

My router is not near the the TV. But it's a 1 bedroom flat so not that far.

Re: Sky glass keeps freezing

BRW1983 — Wed, 25 Sep 2024 15:32:12 GMT

You can buy some extremely long Ethernet cables on Amazon

Re: Sky glass keeps freezing

Scotch1979 — Wed, 25 Sep 2024 16:53:44 GMT

Well that answer is about as much use as a chocolate teapot. We pay enough sort your service out.

Re: Sky glass keeps freezing

BRW1983 — Wed, 25 Sep 2024 19:57:34 GMT

I'm a subscriber like you, I don't work for Sky

Re: Sky glass keeps freezing

GD1 — Wed, 25 Sep 2024 19:59:48 GMT

@Scotch1979 wrote:

Well that answer is about as much use as a chocolate teapot. We pay enough sort your service out.

You're not talking to Sky customer services via the forum, this is mainly a customer helps customer community. This means other customers are helping you.

Re: Sky glass keeps freezing

F1_fan — Thu, 07 Nov 2024 00:08:40 GMT

I can verify that my Glass TV freezes regularly too... and I am connected by ethernet. So it's DEFINITELY not wifi

Re: Sky glass keeps freezing

Jporch316 — Thu, 07 Nov 2024 07:08:25 GMT

@F1_fan wrote:
I can verify that my Glass TV freezes regularly too... and I am connected by ethernet. So it's DEFINITELY not wifi

Run the network check in Netflix on glass and report back on speed

Re: Sky glass keeps freezing

EAOH — Sat, 14 Dec 2024 18:46:19 GMT

This is helpful but could someone explain further about checking the speed. I can't see a Settings option on Netflix. Looking on Settings can't find speed to tv. This problem has only started since we upgraded our broadband.
As we're not the only ones having this problem it seems likely that it's a WiFi problem rather than the tv set. Our router is in another room so a cable not possible. Also we got Glass to be cable free.

Re: Sky glass keeps freezing

MarkGoldsmith — Sat, 14 Dec 2024 19:11:22 GMT

@EAOH wrote:
This is helpful but could someone explain further about checking the speed. I can't see a Settings option on Netflix. Looking on Settings can't find speed to tv. This problem has only started since we upgraded our broadband.
As we're not the only ones having this problem it seems likely that it's a WiFi problem rather than the tv set. Our router is in another room so a cable not possible. Also we got Glass to be cable free.

In Netflix go to Get Help in the side menu and then select the Check Your Network option and it will run the speed test. As you suggest if your router has recently changed it could certainly be that which is down emitting a weaker WIFI signal. You could look at powerline adapters as another option to use an ethernet cable without having to run a long cable between rooms.

Re: Sky glass keeps freezing

EAOH — Sat, 14 Dec 2024 20:08:46 GMT

I thought the broadband we were getting was faster! I'll check out what you've said before getting on to Sky. Thanks for advice.

Re: Sky glass keeps freezing

EAOH — Mon, 16 Dec 2024 08:37:32 GMT

What speed should it be?

Re: Sky glass keeps freezing

SH771 — Sat, 03 May 2025 05:15:44 GMT

I keep getting this screeching sound and this screen and I has to be switched off. Anyone else ?