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Discussion topic: Connection issues today

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This message was authored by MisterM18 This message was authored by: MisterM18

Connection issues today

I am experiencing issues today. My TV is connected via WiFi. When I turned my TV on this morning it said I had no internet connection but other devices that use WiFi were all working fine and all three green lights were illuminated on the Openreach outlet.

 

I turned the TV and the Openreach outlet off at the mains, left them for several minutes and turned the power back on to both the TV and the Openreach outlet and the TV then connected.

 

All morning and upto now my TV is continually freezing and buffering. The picture also pixelates intermittently before returning back after several seconds. The picture will also disappear altogether and I then get a message saying 'Please wait for your programme to load' but it doesn't load and I then get a message saying 'There is a technical fault with this channel'. I end up having to change the channel and then change back to the original channel that I was watching but after doing that, the sound is now out of sync. 

 

I have just turned the TV and the Openreach outlet off at the mains again, left them for several minutes and turned the power back on to both the TV and the Openreach outlet and the TV connected but the same issues described above are all still happening.

 

I pay Sky for Ultrafast 145 Mbps broadband but I have just done a speed check on Netflix and the connection speed was 7.8 Mbps.

 

Other than connecting with an ethernet cable and disabling the WiFi which I don’t think I should have to do, does anyone have any other suggestions on what I can do?

===========================================

65" Sky Glass in Anthracite & 145 Mbps Ultrafast Broadband

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MisterM18
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This message was authored by MisterM18 This message was authored by: MisterM18 Answer

Re: Connection issues today

Thanks for the information both @MarkGoldsmith and @Jporch316 

 

I have not had any of the issues that I experienced since yesterday morning so I am hoping it was just a temporary glitch which has now rectified itself. I may fit an ethernet cable and disable my WiFi if it happens again and continues to happen but it means me routing the ethernet cable under the floor and up through my chimney breast as I would want it hidden 🤔

 

Thanks again.

===========================================

65" Sky Glass in Anthracite & 145 Mbps Ultrafast Broadband

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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Connection issues today

Posted by a Superuser, not a Sky employee. Find out more

@MisterM18 wrote:

I am experiencing issues today. My TV is connected via WiFi. When I turned my TV on this morning it said I had no internet connection but other devices that use WiFi were all working fine and all three green lights were illuminated on the Openreach outlet.

 

I turned the TV and the Openreach outlet off at the mains, left them for several minutes and turned the power back on to both the TV and the Openreach outlet and the TV then connected.

 

All morning and upto now my TV is continually freezing and buffering. The picture also pixelates intermittently before returning back after several seconds. The picture will also disappear altogether and I then get a message saying 'Please wait for your programme to load' but it doesn't load and I then get a message saying 'There is a technical fault with this channel'. I end up having to change the channel and then change back to the original channel that I was watching but after doing that, the sound is now out of sync. 

 

I have just turned the TV and the Openreach outlet off at the mains again, left them for several minutes and turned the power back on to both the TV and the Openreach outlet and the TV connected but the same issues described above are all still happening.

 

I pay Sky for Ultrafast 145 Mbps broadband but I have just done a speed check on Netflix and the connection speed was 7.8 Mbps.

 

Other than connecting with an ethernet cable and disabling the WiFi which I don’t think I should have to do, does anyone have any other suggestions on what I can do?


With all the information you have provided that would lead the likely cause being the strength and stability of the Wifi network. If this has only recently occurred its very possible there is something new which is now causing some interference on your Wifi network. Typically the ethernet cable route is the best way to test this.

 

You could also try changing the channel on your Wifi network and see if that helps.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee

MisterM18
Topic Author
This message was authored by MisterM18 This message was authored by: MisterM18

Re: Connection issues today

Thanks @MarkGoldsmith  I've been out so I haven't had the TV on since I posted about my issues.

 

Now that I'm back, I have had the TV on for a short while and it appears to be more stable. I don't appear to be experiencing any of the issues that I was experiencing earlier on. Let's see what happens for the rest of the day.

 

I've also done another Connection Speed Test on Netflix and I am now getting 62.85 Mbps so if nothing else, that's an improvement on the 7.8 Mbps that I was getting this morning.

 

How does Sky's minimum speed guarantee work? I pay for 145 Mbps Ultrafast broadband but I am getting less than half of that over WiFi when I do the Connection Speed Test. When I log into my Sky , it says the guaranteed download speed should be 100 Mbps

===========================================

65" Sky Glass in Anthracite & 145 Mbps Ultrafast Broadband
This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Connection issues today

Posted by a Superuser, not a Sky employee. Find out more

The minimum speed gurantee is the speed to your property so doesn't cover the speed you may get from your Wifi network, as there are so many local factors that affect Wifi networks most ISPs just can't promise that. (https://www.sky.com/help/articles/sky-broadband-speed-guarantee)

 

If you are on the upgraded Sky Wifi Max package (https://www.sky.com/help/articles/sky-wifi-max), then there is a Wifi speed gurantee. The upgraded teir essentially gives you better routers and wifi-extenders to help strengthen the Wifi signal. Most ISPs only provide cheap, basic routers as part of their standard broadband packages.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
Please LIKE any responses you found helpful
Please mark a response as an ANSWER if it has solved your query/issue


NOT a Sky Employee

This message was authored by Jporch316 This message was authored by: Jporch316

Re: Connection issues today

Posted by a Superuser, not a Sky employee. Find out more

@MisterM18 

If WiFi signal is problematic through your property then there are a few methods to improve it (in no particular order)

 

1. check there are no electronic devices around your router that could cause interference 

2. use powerline adapters to connect your glass tv to your router (cheap set approx £20-£30 would suffice or cheaper  on the used market 

3. install a mesh WiFi system which would help all your devices in the property 

4. If feasible connect with an ethernet cable - glass to router 

5. invest in a new router that is of a better specification to the isp supplied router 

——————————————————————————
43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
MisterM18
Topic Author
This message was authored by MisterM18 This message was authored by: MisterM18 Answer

Re: Connection issues today

Thanks for the information both @MarkGoldsmith and @Jporch316 

 

I have not had any of the issues that I experienced since yesterday morning so I am hoping it was just a temporary glitch which has now rectified itself. I may fit an ethernet cable and disable my WiFi if it happens again and continues to happen but it means me routing the ethernet cable under the floor and up through my chimney breast as I would want it hidden 🤔

 

Thanks again.

===========================================

65" Sky Glass in Anthracite & 145 Mbps Ultrafast Broadband
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