Live TV - Audio/Video Dropping

[Imjamie]

Hi All,

Live TV on our Sky Glass has become unwatchable.

As I write this, the audio on Sky News is dropping every 6 seconds (I’ve timed it) – the video continues, but the sound cuts out intermittently.

We also experience audio/video drops while watching live sports (Formula 1). We have to change the channel and then switch back to temporarily fix it.

Streaming apps like Netflix and Amazon Prime work fine; it’s only live TV channels that seem to be affected.

- The TV is connected via WiFi (5 meters from the Sky Hub), and we're on Sky FTTP - 150Mbps.

- There are no third-party network devices involved, and the TV itself is receiving 140Mbps (checked via Netflix diagnostics).

I've tried powering off at the mains, rebooting, resetting, and updating the software, but the problem persists.

Has anyone else experienced this issue or have any suggestions before I escalate/consider requesting a replacement device?

Thank you.

[Imjamie]

Since the original post I have rebooted my Sky Hub Router - audio on live TV starts to be intermittent after around 30+ minutes 😑

Next I'm going to run an ethernet cable to rule out WiFi.

[steffielou]

@Imjamie sounds like the issue we are experiencing. Screens goes blank then we get a message saying loading our programme then a technical error and then have to change channel up or down and back to resolve the issue. As I write this, we are attempting to watch Sky History but it has glitched four times in the last 6 or 7 minutes. It is becoming unwatchable. We have a sky puck in the kitchen which doesn't have this issue and, interestingly, wasn't affected by the outage the other week whereas the tv was. I don't think it's a coincidence.