topic Re: Freezing in Sky Stream

Freezing

Dannybell — Fri, 31 May 2024 12:44:31 GMT

I have sky glass

and the puck in my lounge constantly freezes all the time becoming a joke now

Re: Freezing

Exiled-in-HH — Fri, 31 May 2024 12:50:37 GMT

Where is the Glass TV located?

Re: Freezing

Padam_Padam — Fri, 31 May 2024 13:04:18 GMT

@Dannybell wrote:
I have sky glass
and the puck in my lounge constantly freezes all the time becoming a joke now

Is your broadband router far away from the puck? Pucks need a fast and stable WiFi or ethernet connection in order to function with any stability.

Re: Freezing

Dannybell — Fri, 31 May 2024 13:12:29 GMT

Router is 10 foot away honestly since Iv had sky glass had nothing but problems 🙈🙈

Re: Freezing

Dannybell — Fri, 31 May 2024 13:12:57 GMT

In the next room

Re: Freezing

Padam_Padam — Fri, 31 May 2024 13:14:52 GMT

@Dannybell wrote:
In the next room

To find out the broadband speed reaching the puck, open the Netflix app on it, navigate to the get help menu and run a network check.

Ideally you want upwards of 30Mbps.

Re: Freezing

Dannybell — Fri, 31 May 2024 13:31:33 GMT

Thanks il

take a look now 👍

Re: Freezing

MarkGoldsmith — Fri, 31 May 2024 13:32:14 GMT

@Dannybell wrote:
In the next room

So it could be affected by Wifi interference as the platform requires a stable and strong internet connection, so fluctuating WIFI signals can cause an issue.

I'd suggest the best test to perform is to connect via ethernet cable, disable the wifi in the Network settings, then reboot the device by unplugging it for 1 minutes (this will ensure the wifi has disabled and that it will use the ethernet connectoin). Hopefully this will stop the freezing.

One other thought - are you trying to use the Sky Glass and Sky Stream puck at the same time?

Re: Freezing

Dannybell — Fri, 31 May 2024 13:38:56 GMT

Connectin speed is 67.22 so that's good

I don't really want an Ethernet cable running all round my house tbh this shouldn't have to happen, we pay enough Iv have sky the option sort it or lose my custom 25 years Iv been with sky, just poor since sky glass, and the sky glass is turned at the mains but isn't always being watched

Re: Freezing

MarkGoldsmith — Fri, 31 May 2024 13:42:20 GMT

@Dannybell wrote:
Connectin speed is 67.22 so that's good
I don't really want an Ethernet cable running all round my house tbh this shouldn't have to happen, we pay enough Iv have sky the option sort it or lose my custom 25 years Iv been with sky, just poor since sky glass, and the sky glass is turned at the mains but isn't always being watched

I'd suggest doing it for a test to see if that resolves the problem, that way you know its the cause. Unfortunately lots of things can cause Wifi interference including other electronic devices, the structure of your property, even furniture in your property can obsecure the wifi at times.

Then there are things you can do to improve your wifi signal strength and stability, including purchasing your own router ( the ones that ISPs send tend to be quite cheap and basic), setting up your own mesh nework, or looking at the additional Sky Wifi Max tiers that they offer (for an added cost).

Re: Freezing

Dannybell — Fri, 31 May 2024 13:45:04 GMT

Thanks mark il give it a go