Had several problems with picture and sound stalling. It’s very annoying. What’s the problem.

[Boozy0710]

I recently got Sky Glass.  In the few weeks we have had it, we have encountered problems with reception.  Twice I've had no sound or picture and a few times on live Sport the sound and picture is stalling.    

This is most irritating.  Didn't have problems before getting Sky Glass.   Should I return my TV and revert to Sky Q?  

[MarkGoldsmith]

If connected via WiFi it sounds like the cause is the strength and stability of your WiFi network. A consistently strong WiFi connection is required for the sky streaming platform to run at best performance.

Might be worth testing this out by connecting via an Ethernet cable instead and disabling the WiFi in the Glass settings.

[Fothergill1]

@Boozy0710 You mention you have had Glass for a few weeks.  Don't forget you can cancel glass for a full refund if done within 31 days.

[Boozy0710]

Thanks.  We are just outside the 31 days.  

[Boozy0710]

I don't know what an Ethernet cable is!🙈

[Boozy0710]

Yes I think it is WIFi.  We are with Sky! 

[CoffeeDrinker]

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@Boozy0710 wrote:

Yes I think it is WIFi.  We are with Sky! 

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If your Glass TV is reasonably near your Sky broadband hub, they can be connected using a network cable aka an Ethernet cable. There should be four network/ethernet ports on the back of your Sky broadband hub and an identical single network/ethernet port on the back of your TV. Connecting a network/ethernet cable between the two will be a much reliable connection to the internet than using WiFi.

The network aka Ethernet port on the back of your Sky Glass TV is in between the power cable and the HDMI 1 port, as per @TimmyBGood  picture in thread https://helpforum.sky.com/t5/Sky-Glass-Live/Accessing-the-ports-when-Sky-Glass-is-wall-mounted/td-p/... 

[Boozy0710]

Unfortunately my TV  is on ground floor and Hub upstairs!    No way to connect by any cable!     
It's  not looking good is it?!

Thank you so much for your help.  

[Fothergill1]

@Boozy0710  Seeing as an ethernet cable is not practical you could try powerline adapters (about £30 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

[Boozy0710]

Thank you.  How will this adaptor help my problem?

[MarkGoldsmith]

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@Boozy0710 wrote:

Thank you.  How will this adaptor help my problem?

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It allows you to use an Ethernet cable. Essentially it provides your network connection via the electricity cables in your house. You plug in the adapters, one by the router and connected the router to the adapter by an Ethernet cable, then you plug another adapter in by your Sky streaming device and plug an Ethernet cable from the Sky device to that adapter.

[Boozy0710]

Thank you so much. I’ve now ordered one from Amazon as suggested.

[Boozy0710]

Thank you so much. I’ve now ordered one from Amazon as suggested.

[TimmyBGood]

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@Boozy0710 wrote:

How will this adaptor help my problem?

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A Powerline pair removes the inherent variability of WiFi, which is the single biggest cause of issues with Glass & Stream.

[MarkGoldsmith]

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@Boozy0710 wrote:

Thank you so much. I’ve now ordered one from Amazon as suggested.

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Hopefully it helps. Certainly from my experience swithing to Ethernet ( via power line adapters) solved all these types of issues for me with the Sky streaming platform (although I knew my WiFi was dodgy in that part of my house ).