topic Re: Sky glass and sky puck in Sky Glass

Sky glass and sky puck

GPS25 — Thu, 12 Jun 2025 12:36:51 GMT

I am constantly having connection issues between my Sky Glass TV and puck. Drops out/ has to reset/ programme doesn't load or says technical issue with programme. This happens daily. Any advice as to what the issue is and am I the only one?

Re: Sky glass and sky puck

peter-marlow+1966 — Thu, 12 Jun 2025 14:09:56 GMT

What is your broadband speed and how is the tv and the puck connected to the Internet, you need a minimum of 25mps for hd channels and 35mps for uhd channels for each device plus what other devices you have connected and also an ethernet cable is more stable than WiFi

Re: Sky glass and sky puck

GPS25 — Thu, 12 Jun 2025 14:14:00 GMT

Both are connected by WiFi and I have a 100mb fibre line.

Re: Sky glass and sky puck

BenJoBanjo — Thu, 12 Jun 2025 14:18:59 GMT

@GPS25 wrote:
Both are connected by WiFi and I have a 100mb fibre line.

Unlike Sky+ or Sky Q where it's Sky's responsibility to maintain a connection to a dish in order for the service to function, with Sky Glass and Sky Stream it's up to the customer to make sure their broadband network can provide a fast and stable enough signal for the service to function.

You need to measure the speed that your devices are actually receiving. To do this, open the Netflix app, navigate to the get help menu and run a 'check my network' test. Do this on both devices (but not at the same time.)

You need a minimum of 25Mbps for HD and 30Mbps for UHD on each device.

Also check the WiFi channel your router is broadcasting. It may be worth changing it in case you are getting interference from a neighbour's router using the same channel.

If all else fails, try connecting your router to each device with ethernet cables and turning WiFi off.

Re: Sky glass and sky puck

oj01 — Thu, 12 Jun 2025 15:04:34 GMT

@GPS25 wrote:
I am constantly having connection issues between my Sky Glass TV and puck.

Just to clarify, there is no connection between your Sky Glass TV and your Puck. They each connect independently to your broadband.

Re: Sky glass and sky puck

GPS25 — Sun, 15 Jun 2025 18:58:24 GMT

Yes independent thanks.

Re: Sky glass and sky puck

peter-marlow+1966 — Sun, 15 Jun 2025 19:44:21 GMT

I have 2 55inch sky glass tvs a puck a sky live camera and 43inch lg smart tv a freesat box, a personnel computer Laptop, tablet 3 alexa's 3 mobile phones a smart meter, I have gigafast broadband 900mps and I have no problems