topic Re: constant connection issues in Sky Glass

constant connection issues

paul9115 — Fri, 02 May 2025 18:55:49 GMT

Does anyone else have issues with constant connection issues with sky glass? At least once a day I have to go through the rigmarole of resetting the network connection 4 or 5 times. I've tried both wired and WiFi but both are constantly losing connection. Every other device in the house is fine and wireless router is in the same room maybe 3m away

Re: constant connection issues

Anonymous — Fri, 02 May 2025 18:58:29 GMT

What happens exactly? Are you losing picture and sound or just picture?

If it's the former then if you are using ethernet make sure WiFi is turned off in the settings.

If it's the latter then it is an issue Sky are aware of but we are awaiting a fix for.

Re: constant connection issues

paul9115 — Fri, 02 May 2025 19:22:59 GMT

It's usually after turning the TV on after it's been in rest for a while, when turning it on the bar stays on the screen longer than usual, then straight into the no connection wizard.

If I reset the connection it's ok again, but sometimes takes more than one attempt. When on ethernet I disable WiFi and have "networked standby" on.

As previously mentioned all other devices in the house are stable both over WiFi and wired

Re: constant connection issues

DaveDub — Fri, 02 May 2025 19:59:30 GMT

@paul9115

I've been having connection issues with sky stream for the last week

my broadband is fine

I've a suspicion it's a software issue we aren't being told about

Re: constant connection issues

peter-marlow+1966 — Fri, 02 May 2025 23:42:07 GMT

Luckily i have had no such problems with my 55inch gen 1, 55inch gen 2 tvs or my puck,, both tv's are connected by ethernet cables and the puck by wifi, gen 1 and puck both had since November 2021 and the gen 2 since March, i do have gigafast broadband full fibre optic to the property 900mps, don't know if that helps me, but no i personally have not had these issues, sorry for you guys that are, if it is a software issue then, shouldn't we all be getting it ? Both my tvs and puck are on the lastest build version to

Re: constant connection issues

paul9115 — Sat, 03 May 2025 17:21:09 GMT

Yeah I'm also on a gigabit which is consistently getting 800+Mbps up/down so I don't think it's a speed issue.

I used to run a wired connection then started seeing this issue (WiFi would just randomly re-enable itself as well) called sky who blamed the brand new and tested cat6e so switched to WiFi which worked for a while and is now showing the same issues.

Re: constant connection issues

Romo0 — Sun, 04 May 2025 06:14:14 GMT

Also been having this issue.

rang up yesterday to be told they're working on it and there's a patch coming, however that doesn't help when paying for a service that for half of the morning doesn't work.

Re: constant connection issues

DaveDub — Sun, 04 May 2025 09:05:11 GMT

@Romo0

I rang customer service 3 times on Friday and got the usually suggestions-unplug & restart router and puck.hold down the power button on puck for ten seconds.issue only resolved temporarily

Re: constant connection issues

paul9115 — Sun, 04 May 2025 15:06:14 GMT

Yep, I've contacted them a few times only to have them blame the broadband, the ethernet cable, the gentle easterly breeze or anything else that isn't their hardware

Re: constant connection issues

DaveDub — Sun, 04 May 2025 15:56:37 GMT

@paul9115

I have sky stream 1.5 years now and have never had any connectivity problems so strange this is only happening now

i know there was an sky stream update about 3 weeks ago to fix 'watch from the start' issues-QOS35 ...I'm wondering is that update the problem

Re: constant connection issues

Romo0 — Sun, 04 May 2025 15:58:09 GMT

When I rang I was told it was due to the recent update and would soon have a patch out to fix - that being said this has been a problem for weeks and I've previously rung to upgrade the broadband after being told mine was too slow for the sky glass... however it'd been running fine for months previously with no issues on the slower speed😏

Re: constant connection issues

DaveDub — Sun, 04 May 2025 16:12:08 GMT

@Romo0

I've only got 100mb line but it's stable and have been running 3 pucks on it with no issues until this week.tests give good results on Apple devices.sky pucks just won't stay connected for some reason

if it's a patch we are waiting on Ill expect a long delay.it took 6 months for an update to fix the 'watch from the start' issues anyway

Re: constant connection issues

paul9115 — Mon, 05 May 2025 16:36:06 GMT

Interestingly although networked standby is definitely enabled via the settings, checking the connected devices on my router shows the connection is not being maintained whilst in standby (wake on cast doesn't work either)

Re: constant connection issues

Magic+Cottage — Thu, 08 May 2025 10:24:31 GMT

I've had this issue for over a year now and as others have said I have called Sky on many occassions with all the usual router and TV resets, a new TV under warranty etc. etc. and this still happens on almost a daily basis. My next door neighbour has Sky Glass and has exactly the same problem as do two other friends with Sky Glass.

It's obviously a software bug but Sky don't seem interested in doing anything about it. I bought the TV on their credit arrangement and can't wait to have paid it off. After that I'll buy an ordinary smart TV and another Sky Stream and bin the Glass. Absolute load of rubbish and desperatly poor service from Sky.

Re: constant connection issues

paul9115 — Sat, 24 May 2025 22:56:02 GMT

UPDATE:

I think the issue revolves around the overnight power saving setting. After disabling this onna hunch I seem to have a much more stable experience (not seen connection issues in several days)

This is if course less than ideal, but to me that would point to a software issue rather than hardware

Re: constant connection issues

Anonymous — Sun, 25 May 2025 05:45:00 GMT

@paul9115 It could also be related to this issue:

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

See the marked answer and try logging out of Prime Video before you turn the TV off. Those of us affected by this issue seem to think it's Prime Video causing the problem.

Re: constant connection issues

Magic+Cottage — Mon, 26 May 2025 17:50:39 GMT

Sorry, not the solution, at least not for me. I got the No WiFi connection just three hours after doing this. I cannot wait for my credit agreement to be paid off so I can get rid of this heap of junk!

Re: constant connection issues

Anonymous — Mon, 26 May 2025 18:00:37 GMT

@Magic+Cottage Sorry it hasn't worked. Some have found logging out of Prime Video rather going in and out of the app and then doing a Restart via the Settings (not factory reset though) stops the issue. It's a pain to do this but until Sky fix the firmware issue it's been the best workaround for this issue.

Re: constant connection issues

paul9115 — Tue, 27 May 2025 10:25:11 GMT

I've had some success with disabling overnight power saving as well, again it's really not an ideal solution, but it's been stable for me over the last few days.

Re: constant connection issues

JaxS — Fri, 30 May 2025 00:17:23 GMT

I have been having this issue the last couple of months at least with my Sky Glass. Screen goes blank then states program loading then tells my I have no internet connection. Have to restart the tv. There is no issue with my internet it's stable. Also the tv has buffered many times and got stuck and then re set itself. It's a pain considering how much it cost. O wish I hadn't of bothered with it now