A Question for a Superuser

[Gincap]

In your back room chats please can you find out why there is an issue with the Glass TV dropping it's internet connection every day. Today I've turned the TV off throughout the day and on, three turn on occasions the internet via Ethernet is not connected other times no issue 🤔

Yes I've followed all the guidelines and set up guides but still the network connection Is dropped. 

It reconnects generally by going into settings for network then pressing the home button so no changes made in settings at all just settings - network - home button, weird!

The puck has never lost connection so it must be a bug with Glass. 

It's becoming an annoyance now 😖

[GD1]

@Gincap  There are no reported issues, if your is the best option is to speak to Sky CS who can check your TV to see if there is a connection issue, giving them the times and days it's happening.

[Gincap]

@GD1 @lettice 

Oh lettice reported back in another thread that there were issues known about and further info appreciated. 

I did reply but another user was also having issues that they confirmed as resolved so the post was marked as answered despite me responding as issues remain. Hence this post. If you can't help no problem I'll call Sky in the morning when quieter, I was just hopeful that the problem as lettice suggested is being looked at. 

I know it's not connection issues as it is hard wired full fibre and every other WiFi or cabled hardware functions without concern. 

[lettice]

As mentioned by @GD1 above.

Not seeing this as a reported issue to call it out to our closed forum.

Also, as mentioned, Sky can with time data look at your Sky Glass logs and get a detailed picture of its connection history. You may have to work with an agent to get that stage and data looked at and progressed.

A few things first to look at, if you have not already, or to try again.

Assume as you mention and have seen your posting on here for sometime you have  tried the recommended settings of ;

Set Network standby mode to ON and Overnight power saving to OFF

Turn wifi OFF under Network if connected via ethernet.

Might be worth doing a toggle on and off of that and then doing a settings restart, just to be certain it sets the option for the next occurrence.

If you do change from wifi or ethernet while testing, make sure you also do a settings restart or a power restart after making any network change.

Do not normally mention this , as it sometimes causes customer issues finding the option etc for some Mesh or ISP routers and we have found of late it really is not now necessary with the latest Mesh and router build firmware designs these days.

You could try reserving an IP or in fact removing a current one if you have set one and apply a new one.

If you have setup one already for your Sky Glass TV and you do assign a new one, you will need to do a network reset on the Sky Glass Tv with an ethernet plug removal and insert again.

[Gincap]

 This is what I'm referring to, but no answer. 

[lettice]

@Gincap 

Did ask.

The OP of that thread I recall did manage  to solve their issue.

Sorry, kind of missed continuing with yourself. I apologise for that.

It was seen from words to Sky as a mix of network issues, so was deemed as have possibly being different backend issues.

Sky basically asked to check the same as we are asking here.

As above, not seeing it as a common issue affecting a large amount of customers, it's quite an adhoc issue that crops up now and again and of course can be the result of many variables.

I will wait for your next reply on my post above.

[Gincap]

@lettice 

No need to apologise I'm a moderator on a car forum so appreciate how easily it is to move on to the latest issue. 

I'll call Sky in the morning if only to get it logged alongside the screen flicker I still have just over 2 weeks to decide on returning. 

Initially I thought things had improved significantly but these niggles of the early days still remain. 🫤

it's just a pain having to faff each time you power up the TV. 

[Gincap]

Kevin emailed me for some info I have provided. Hopefully the tech guys can investigate with a positive result. 🤞🏻

Will update when I can. 

[Jporch316]

@Gincap 

historically had a lot lss problems with mine since i swapped from ethernet to wifi.

obvs every setup is different so appreciate could be a totally different issue for you ..............

[Gincap]

@Jporch316 

It's not a game changer just a tad annoying, I'll work with the tech team see what the result is. 

[Gincap]

I've reported feedback to @KevNewMedia as he requested with photos etc he can now see the issue and has passed it to the Tech team so hopefully they can replicate the same and come up with a fix. 🤞🏻

I'm pretty sure other customers must be experiencing the same I can't be the only one 🤔

I kind of enjoy this aspect of getting to the bottom of this, it reminds me of my TV production days and app development and rollout. Rarely smooth 🙄