topic Re: Retentions Advice in Sky Glass

Retentions Advice

Anonymous — Wed, 21 Jan 2026 10:15:58 GMT

So second time around in the world of streaming Sky being cancelled but wait a call not to cancel. Explained the reasons poor connectivity, software issues, hdmi not working and so on.

Hmmm let's get you on Sky broadband for a more stable experience. Explained 9 months to go with EE and already on 1.6gbps so speed not the issue, told could be my router. If my router why doesn't HDMI work and how do all other products function flawlessly in my home? The Sky router is a better fit for Sky stream 🤔.

I didn't argue a reduction in subscription as that's not the issue with Glass and Pucks stability and functionality is.

The broadband is a cheaper deal quite considerably actually with payment towards EE early termination.

So my question I guess is anybody using Glass/Stream and Sky router finding the experience more stable than with a third party router? My line is Openreach and the whole village was upgraded last September /October.

Re: Retentions Advice

Jporch316 — Wed, 21 Jan 2026 12:25:29 GMT

@mikealanr and several others had issues last year with EE standard router and sky glass. I belive it was resolved by EE supplying a different router in the end.

Re: Retentions Advice

Angel_Aka — Wed, 21 Jan 2026 14:09:20 GMT

@Anonymous

Using Sky's broadband and router hardware has absolutely zero effect on stability of SkyOS on glass or a stream puck if you're on Openreach.

They're using standard sales talk to try and prevent you leaving. It's just a delay tactic.

Re: Retentions Advice

TimmyBGood — Wed, 21 Jan 2026 14:10:52 GMT

@Anonymous

For Sky, having a Max Hub at an address does apparently give them much greater visibility of how Glass & Stream hardware is interacting with the network connection.

Re: Retentions Advice

mikealanr — Wed, 21 Jan 2026 16:24:54 GMT

@Jporch316 wrote:
@mikealanr and several others had issues last year with EE standard router and sky glass. I belive it was resolved by EE supplying a different router in the end.

Yup there was a 'dodgy' software update around June to the Smart Hub that was causing DNS to not resolve. This was causing all my glass and pucks to show no internet connection. However didn't really have any issues on other devices (the odd time on apple and android devices).

EE provided me with a trial software and this reduced the issue. However it took a few months so I had made a complaint to their executive complaints team in the meantime. They advised me that everyone on 1.6 Gbits should be upgraded to Pro kit but there is a backlog and supply shortage. They sent me a WiFi 7 pro router and extender to replace my previous kit and not had any issues since.

Interestingly i am out of contract next month and was thinking about taking Skys 900Mbps service as it is far cheaper than I am paying so would be interested in hearing the answer to this too!

MikeAlanR

Re: Retentions Advice

Anonymous — Wed, 21 Jan 2026 17:53:21 GMT

I'm on EE Smart Hub Pro WiFi 7. So it's not that!

Re: Retentions Advice

Jporch316 — Wed, 21 Jan 2026 17:54:57 GMT

@Anonymous wrote:
I'm on EE Smart Hub Pro WiFi 7. So it's not that!

Could still be a firmware update on the router ? Maybe .......

Re: Retentions Advice

Anonymous — Wed, 21 Jan 2026 18:03:08 GMT

@Jporch316

Quite possible but had it around 15 months or so and no issues other than glass/Stream.

Sky broadband pricing is cheaper currently but their pricing is not fixed for the term of the contract so....

More decision making required.

Re: Retentions Advice

Jporch316 — Wed, 21 Jan 2026 18:17:49 GMT

@Anonymous wrote:
@Jporch316

Quite possible but had it around 15 months or so and no issues other than glass/Stream.

Sky broadband pricing is cheaper currently but their pricing is not fixed for the term of the contract so....

More decision making required.

You are lucky ...... my choice is 30mbs on fttc or virgin media ! I'd love to be able to swap broadband around but I need the speed VM offer. Oh well maybe this is the year our exchange gets upgraded

Re: Retentions Advice

Anonymous — Wed, 21 Jan 2026 18:28:34 GMT

@Jporch316

No virgin media where I am but it is in the neighbourhood. I've never had problems with EE but I do switch around. I'm tempted to try Sky if only to trouble shoot.

Re: Retentions Advice

mikealanr — Wed, 21 Jan 2026 21:05:57 GMT

Hi @Anonymous

Vodafone are doing 1.6Gbits too cheaper than (what I'm currently paying) for EE. However the last time I was with them their kit was awful. However they have a new comparable router out to match EEs WiFi 7 pro kit.

MikeAlanR

Re: Retentions Advice

Lawrence+cope — Wed, 21 Jan 2026 22:24:35 GMT

Gincap, remember the story of The Emperors New Clothes?

Re: Retentions Advice

2muchTV — Thu, 22 Jan 2026 06:42:50 GMT

@Anonymous wrote:
🤔
So my question I guess is anybody using Glass/Stream and Sky router finding the experience more stable than with a third party router? My line is Openreach and the whole village was upgraded last September /October.

I have only used my own network equipment when I had Stream and it was fault free. I left Stream for Now TV solely because of price.

Having mentioned price, I pay £55 pm for broadband but will not consider moving to Sky (or EE, BT, Onestream et al) while they are much cheaper. With my partner and I working from home, our priority is knowledgeable and speedy customer service. When we only need broadband for entertainment, I will look for a cheaper ISP.

So my advice (for whatever it is worth) prioritise your needs and wants. I used to believe life would end if I didn't have SKY TV in the house and get anxious about retention deals and losing the UI etc.

So while I am still with Sky (Now TV), I can live without the Stream/ Glass UI and long contracts.

Re: Retentions Advice

Anonymous — Thu, 22 Jan 2026 08:29:11 GMT

@2muchTV

I like your thought process and have no desire to must have Sky I actually find the UI far too busy and cluttered so much so I just shut off after scrolling 5-6 rails as it's repetitive mush. The Now UI is much cleaner and UHD without AD Skipping just AD free and multi room is a superior product on NOW.

Anyway long and short after further investigation is Sky is going end of Feb sticking with EE as I have no issues other than Sky and back to Apple TV which just works!

Thanks all for comments appreciated.

Re: Retentions Advice

CoffeeDrinker — Thu, 22 Jan 2026 08:33:28 GMT

Using EE's WiFi 6 Smart Hub & 900Mb/s down here with both Sky Stream puck and Sky Stream gen 1 on WiFi. Both Sky devices have been utterly reliable, even on 67Mb/s down before we went full fibre.

From a purely networking perspective it's hard to see why Sky's own broadband hubs should be 'better suited' for their streaming products than anyone else's. As long as you've got the download speed, a rock solid WiFi connection with minimal/no congestion and ideally WiFi6 to handle concurrent device access contention, you should be good.