topic Re: Sky Glass freezing in Sky Glass

Sky Glass freezing

DavidD85 — Sat, 10 May 2025 16:33:32 GMT

Does anyone else have issues where their sky glass tv just freezes. I've had sky engineers out. Rang numerous times just to be told to rested tv and WiFi. Also been told to plug in using USB which I done. Yet still it freezes at least once or twice a week.

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 16:37:43 GMT

What speed is your broadband ? And what have you plugged in to the usb port i have gigafast broadband 900mps and I have my tv connected by an ethernet cable an no freezing problems what so ever

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 16:38:24 GMT

Is the tv a gen 1 or a gen 2 ?

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 16:42:28 GMT

Ethernet is more stable than WiFi and you need a minimum broadband speed of 25mps to the watch hd channels and a minimum of 35mps to watch uhd channels, you can see what speed your tv is getting by going to the Netflix app opening it go to get help click on that and going to check my network and run that

Re: Sky Glass freezing

DavidD85 — Sat, 10 May 2025 16:54:26 GMT

Got superfast gigabyte and only tv plugged in by ethernet. Nothing using WiFi in vicinity. It's gen1.

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 16:59:47 GMT

Ok have you run the network check on Netflix ?

Re: Sky Glass freezing

DavidD85 — Sat, 10 May 2025 17:02:18 GMT

Yes everything says its good. All in working order. Speeds showing as all good. Saying to interference between outside to hub and same for internally.

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 17:03:07 GMT

The usb port on the gen 1 will only charge something like a mobile phone, but it's for the sky live camera to be plugged into as its a USB c port, I used to use that port to charge my mobile phone until I go the camera

Re: Sky Glass freezing

Anonymous — Sat, 10 May 2025 17:05:28 GMT

What exactly do you mean by freezes? Is it similar to this issue affecting many customers at the moment?

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-etc-works/td-p/4958081

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 17:09:08 GMT

do you an optical network terminal box, see photo and do you have a grey open reach box outside the house

Re: Sky Glass freezing

DavidD85 — Sat, 10 May 2025 17:09:51 GMT

The tv just wigs out screen freezes. Remote won't work buttons won't work on tv and makes a jittering noise of the last thing said or heard. Have to unplug the tv and do a reset as stated by sky help everytime I ring them.

Re: Sky Glass freezing

Anonymous — Sat, 10 May 2025 17:11:52 GMT

@DavidD85 To me, that sounds like a faulty TV problem if your internet speeds are fine. Are you still within your first two years owning it? If so, it's covered for replacing for free.

Re: Sky Glass freezing

DavidD85 — Sat, 10 May 2025 17:15:58 GMT

Yes within 2 years. How would I go about getting a replacement?

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 17:17:19 GMT

You will need to call sky to arrange a replacement

Re: Sky Glass freezing

DavidD85 — Sat, 10 May 2025 17:20:05 GMT

Turns out I've had it 3 years but have reported many time over the whole term with the same issue.

Re: Sky Glass freezing

peter-marlow+1966 — Sat, 10 May 2025 17:25:07 GMT

Sounds like some sort of Internet problem to me, not sure why you are have freezing problems with gigafast full fibre broadband, I had had gigafast broadband 900mps since January last year and not had any freezing problems on ether of my 55inch sky glass tvs or the puck, both tvs are connected with ethernet cables and the puck is using the wifi

Re: Sky Glass freezing

Dazzasky — Sat, 10 May 2025 17:32:34 GMT

@DavidD85 wrote:
Turns out I've had it 3 years but have reported many time over the whole term with the same issue.

If you've had the tv 3 years then Sky won't take it back @DavidD85