Connection problems in the last few days

[RhYnoECfnW1]

The last week or so, we've been having WiFi issues with Sky Glass. We have Sky Broadband, the router is in a good position, and in fact nothing has changed regarding the router, but we've had a week or so of connection issues. Firstly, live TV would drop to a lower quality, and sometimes pause, and say something about waiting for your program to load. Today, we've had the TV can't connect to WiFi at all. Have gone through all the steps of unplugging TV and router etc. Just now, I'm staring at a message I've not seen before that says "Sorry, because of a technical issue, you're currently experiencing a limited service". Really regret Sky Glass now, would love to go back to Sky Q to be honest!

[Exiled-in-HH]

Have you reported the issue to Sky?

When it said no internet connection it meant no connection the Sky Stream Servers .... if you were able to access other internet services🤔

[Catwin13]

Hi there, I've been having the same issues since this afternoon. We have sky glass but Vodafone broadband so I thought it was the broadband but I work from home mainly and we have a couple of phones/gaming console that's connected to the internet and that's working perfectly fine so it has to be the internet server connnection between sky streaming and the WiFi. It looks like a lot of people are having similar issues whether they're with sky wifi or not. Have you tried reaching out to sky? If this carries on tomorrow I most likely will as it's annoying paying for a service and without WiFi connection the tv is pretty much useless 😞

[MarkGoldsmith]

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@Catwin13 wrote:

Hi there, I've been having the same issues since this afternoon. We have sky glass but Vodafone broadband so I thought it was the broadband but I work from home mainly and we have a couple of phones/gaming console that's connected to the internet and that's working perfectly fine so it has to be the internet server connnection between sky streaming and the WiFi. It looks like a lot of people are having similar issues whether they're with sky wifi or not. Have you tried reaching out to sky? If this carries on tomorrow I most likely will as it's annoying paying for a service and without WiFi connection the tv is pretty much useless 😞

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If you have connected the Sky Glass to the internet via Wifi then the issue is almost certainly the strength and stability of the wifi network. Unfortunately just because other devices work, doesn't mean the issue isn't with your network, as other devices work differently. The Sky streaming platform runs practicallly nothing locally, everything is run off of Sky's servers which means it requires a strong and consistant internet connection. Any sort of Wifi interference can also instability which will drop the Glass's connection to Sky's server and thus prevent the TV from working as expected. The reason this is quite common is that a lot of customers use the standard routers provided by ISPs ( which are generally quite cheap and don't offer the strongest Wifi signals to begin with ) and if they aren't placed correctly or there is other Wifi interference caused by other electronic devices or neighbouring Wifi networks then the signal will weaken more.

Customers who suffer from this tend to get better results either by upgrading their router or creating their own mesh network, or by connecting the Sky streaming device via an ethernet cable and disabling the Wifi in the network settings. An ethernet cable doesn't have to run from the device to the router, you can use powerline adapters if the device and router aren't close to enough other (which essentially runs the network connection through your electricity).

[Catwin13]

Thanks for clarifying, I think when we got sky glass I didn't think it only run off WiFi but we've only ever had a connection problem once before which was end of last summer and the was to do with the lines outside the house which have since been repaired. We've got the Vodafone prod broadband with the back up boosters as well which is annoying.  But now you've mentioned how the routers are positioned that's a good shout actually I'll pug in one of the boosters closer to the tv to see if that helps. I'll have another look at it all tomorrow, fingers crossed 🤞 

[Catwin13]

Thank you!

[Exiled-in-HH]

@RhYnoECfnW1 are you having any issues on your other devices?