Sky stream live tv stops working requires reboot

[Foden3009]

Started happening to me yesterday, now it's very regular. Switching off at the mains seems to be the only fix. All other apps/services are perfectly fine.

[Citrax]

Well turning everything off nearby and moving the puck as far as possible away from the TV has made no difference. 

Come on Sky! Get this sorted, you're going to loose customers!

[Stevereux]

The same issue here, had the puck 10 days and rebooting at least daily most days 2/3 times, internet is provided by BT but switching to sky on the 5th. If that doesn't work it will all be cancelled under there 30 day cool off period. 

[mwde]

My ping/ latency on Starlink varies from 22mS to 40mS ... average 22mS ... 

I'm sure a streaming service should operate ok with these specs 🤔

[mwde]

Sounds like the same issue ... who is you broadband provider?

[Robbo53]

Only recently got Sky Glass. First couple of weeks all running ok. Now keeps freezing especially ITV1, when it goes to ad break. Then get black screen. Fed up of switching off, unplugging it.

It can't surely  just be down to connection issue. Connected to router by ethernet.

Reading some other messages, I did a factory reset. Cleared it for a day. 

Raised complaint, I missed a call but no one has called me back

Seriously at the point of wanting to cancel!

[Sim83]

Had new glass tv delivered as old one had screen damage. Since it's been re installed it's done nothing but freeze and switch itself off constantly - I've done speed tests and even connected via Ethernet cable and it's still doing it! 

we want to go back to sky q is this possible after 9 months of being glass customers? 

[Sarita1011]

Hi sorry for late response, yes we have rebooted a total of 7 times now trying to fix the error. Sky tech support will not have it that the tv is faulty. I just don't know what to do as we do not want a wire trailing through the house to the tv! Thanks for your suggestion though appreciate the comment. 

[Fothergill1]

@Sarita1011 If you are considering Ethernet but don't want the cable trailing through your home have you thought about using Powerline adapters. They are available from Amazon for roughly £35.  If you decided to go down that route do not waste money getting a more expensive 1 GB model as Glass/Stream only support up to 100mbps (which is ample even for UHD which needs 30mbps).

I personally use Wi-Fi but am lucky enough to have a fast and stable fibre network. Ethernet would not be practical but I could use the powerline adapters if I ever felt the need.

[Sarita1011]

Thank you I will look into that! 

we moved to UPP broadband and now have fantastic coverage so it really doesn't make sense to me that the wifi is at fault. 

sky techs are calling me tomorrow so will see what excuse they come up with next! 

[Kevin-7248]

You have a right to refuse under consumer law for a tv that isn't fit for purpose. If a software update or hardware is glitching or causing the problems with your tv, the further engineer intervention would prove pointless. 

If it's under warranty even better. However, to note; as sky provide the tv AND finance, it's one in the same for faults being a requirement in replacement with such extreme problems occurring without consequence to yourself. 

I'd push for resolution through submitting a formal complaint to sky if you feel this way. It can only bring it to the attention of those higher than the advisors you mention, that aren't helping you accordingly. 

[SlenderRobert]

@Ricken 

The live streams from apps come from different servers & have different compression rates than the live channel streams from Sky's servers. 
How is your broadband connected? If using WiFi it's worth trying ethernet as it'll be more stable. Also, what speed are you actually receiving? Fibre 35 doesn't mean you actually get 35Mbps. 

[Ricken]

Thanks @SlenderRobert puck is connected to tv then wifi, will try an ethernet cable as it's right next to it. Speed was 26,25,24 for first 3 days then dropped to 22 since. Can't get full broadband at present. Does this mean that I could not watch sky puck live tv regardless of broadband provider as its related to Sky signal/bandwidth? Sorry I'm not techy on this. 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147