Doesn’t stream live or playback without constantly stopping or glitching

[Bookworm]

Doesn’t stream live channels through tv guide or any of our apps without losing signal or glitching. It is not an app issue. The tv has never streamed properly (but sometimes better than others and we wanted to give it a good go as advice was our internet speed was fine). Checking our sky internet speed revealed speed TO our router is often below par (we were assured when we purchased the tv that our internet was good to support the tv). I can't find any help for this specific issue of internet speed TO the router (not from router to devices) and I can't seem to talk to anyone on the phone anymore. I have gone through the online help steps a number of times and I have made sure our router is more than 20cm from any other device. Please help.

[Bookworm]

(Should have clarified, this is for Sky Glass TV)

[mikealanr]

Hi @Bookworm 

Glass needs a stable internet connection for it to work. You don't say what your speeds are but you need 25Mbps for HD and 30Mbps for UHD. But there are a lot of other factors that can be at play.

The best advice would be to use an ethernet cable and turn off the WiFi in the settings on Sky Glass. You can do a speed test in the netflix app (open the menu and scroll down and across to get help > check network) and this will indicate if you are meeting the minimum.

We are fellow customers so you will need to report the broadband issue to Sky if your not getting what you were promised. When you call, and it asks for you to provide a mobile number to text the forum link to, don't say anything and it should put you through to a human.

MikeAlanR

[Bookworm]

Thanks for advice on Netflix and checking speeds - I usually do this in the sky app but would be good to see a comparison.

re the Ethernet cable, I already swapped over to that a while ago and thought it had improved, but we still get some really bad periods (like now while watching the live rugby! 🤦‍♀️)

Thanks for your help. I'll check Netflix 👍

[mikealanr]

Hi @Bookworm 

When you connect the ethernet you need to go into Settings > Network and turn WiFi to OFF. Glass will still try to connect via wifi unless you do this. Bezar behaviour but there we are.

MikeAlanR

[Bookworm]

Netflix says 22.54 😢

[mikealanr · Accepted solution]

Hi @Bookworm 

Yup so you are below the minimum requirements. You will need to speak to Sky if your broadband speeds should be more. If you are in your first 31 days you can reject glass and return to Q, or need to upgrade your broadband to an FTTC or FTTP product if available.

Also try ethernet with WiFi off if haven't already.

MikeAlanR

[Exiled-in-HH]

The speed ISPs quote is the router sync speed not the connection speed over WiFi🤔