Issue with sound and picture

[KimZ19]

Hey everyone

I'm having issues with Sky Glass and pucks.

The sound stops and picture keeps moving and then the picture stops whilst the sound catches up. I've check WiFi is working ok and we don't look to have any problems. 
its not all the time but its starting to get more frequent and really annoying me.

Any suggestions would be greatly appreciated? 

[Ellie_TV]

@KimZ19 

What do you mean by "wifi is working OK"?

Speed & quality of broadband connection to your Glass TV and each individual puck is what's critical for Sky's streaming service to function. 
Check the speed each device is receiving by opening the Netflix app, go to the get help menu and do a network test. Do this on each puck after you've checked the TV. 

Each device needs a minimum of 25Mbps for HD streaming & 30Mbps for UHD streaming. 
Any fluctuation in speed or quality of your WiFi connection can and will cause issues. 

[Jporch316]

Hi @KimZ19 

if at all possible try and connect your device via Ethernet cable to the router temporarily (whilst also disabling wifi in the settings) to see if the issues still persist.

[KimZ19]

Thanks for your help.

I've checked my main TV and it's 12.56mbps the sky app says it's 14.5mbps

Either way this is my problem. Thank you so much!