topic Re: New Broadband Provider TV keeps losing Internet Connection in Sky Glass

New Broadband Provider TV keeps losing Internet Connection

Samleadsom — Mon, 16 Mar 2026 10:21:18 GMT

I have switched my Internet Provider to EE from BT. Now, my Sky Glass TVs are losing their internet connection. I reboot the Wi-Fi, and it works fine; I am told I have good or excellent Wi-Fi signal, but then it just drops out. I have to reconnect or reboot. Yesterday, I had to do this four times in about two hours. Does anyone know what this could be? I have been told that the TVs may need a firmware update - who do I call for that?

Re: New Broadband Provider TV keeps losing Internet Connection

MarkGoldsmith — Mon, 16 Mar 2026 10:29:33 GMT

@Samleadsom wrote:
I have switched my Internet Provider to EE from BT. Now, my Sky Glass TVs are losing their internet connection. I reboot the Wi-Fi, and it works fine; I am told I have good or excellent Wi-Fi signal, but then it just drops out. I have to reconnect or reboot. Yesterday, I had to do this four times in about two hours. Does anyone know what this could be? I have been told that the TVs may need a firmware update - who do I call for that?

Almost certainly not likely a software update. Its worth noting there have been many issues on this forum of people suffering issues when using specific EE routers and Sky Glass/Stream.

Re: New Broadband Provider TV keeps losing Internet Connection

lettice — Mon, 16 Mar 2026 11:23:21 GMT

Just ta make sure, have you actually done a reset of your new network settings as below, since your move to another ISP?

Select Network settings on your TV.
Select Reset.
Wait while your network is checked, then select Confirm.
Now, follow the on-screen instructions to:
- Connect to a Sky hub
- Connect to a router from another provider
- Connect with an Ethernet cable instead of WiFi

Re: New Broadband Provider TV keeps losing Internet Connection

Samleadsom — Mon, 16 Mar 2026 11:26:24 GMT

I didn't get those options. I was just given the network selections, chose the new one and connected to it. Its the fact that it drops the connection that is frustrating. Previously, it was very stable.

Re: New Broadband Provider TV keeps losing Internet Connection

Paul+Boland — Mon, 16 Mar 2026 16:00:04 GMT

Note

When you do a network reset on sky glass and sky stream each time you do this it automatically turn wifi back to on

If you using connection by ethernet cable you must have Wifi set to off on Sky Glass or Sky Stream so don't do a network reset if you only connecting by ethernet cable

After you turn wifi off on Sky Glass and Sky Stream you shoud do a power cycle as in power off then wait at least 30 seconds then power back on so wifi remains off

If you do a network reset you have to repeat the process each time to turn wifi off

To turn wifi off or on you click advanced in network setting on Sky Glass or Sky Stream

If you are connecting a Sky Glass or Sky Stream by ethernet cable only make sure Wifi is set to off on Sky Glass/Sky Stream

A power cycle is enough to reconnect to a ethernet cable connection if you change isp provider or a different router

A network reset is for when you want to connect to a new wifi ssid or reconnect to existing wifi SSID

If you going to be using connection by wifi only make sure the ethernet cable is removed from Sky Glass/Sky Stream if it was previously connected

Also you must make sure in startup and standby setting Network Standby mode is set to on

Overnight power saving or sleep timer is set to off

If you have the ability to use wired ethernet with Sky Glass and Sky Stream Pucks use this instead of Wifi as it's a more stable connection

You can extend a wired connection from a router to a different room by using a wired unmanaged switch which can have multipe lan connections some switches can have 4 or 8 or more lan connections

You connect a ethernet cable from the router to the switch and then connect your devices to a spare connection on the switch

If you don't want to be drilling holes in walls to run ethernet cable to another room powerline adaptors are a alternative option to get wired ethernet connections and these operate from electric sockets in your home