My Sky Glass is always lagging, freezing, stuttering and going out of sync ( occasionally) Gets wors

[Angels2]

My Sky glass stutters, lags and freezes, a lot. Worse in the evening. Happens live or using play list. Appears to be getting worse. Never had any issues with Sky Q.

[GD1]

@Angels2  How is the TV connecting to your broadband hub?   If ove wifi try ethernet.

You should also be aware Sky Q live channels are delivered over satellite, Glass is all internet delivered, any slow or weak wifi will caue this issue.

What speed broadband do you have?

[Angels2]

Hi, wi- finally good apparently. No ethernet. Would need to go a long way around my home from TV to hub. 

[GD1]

@Angels2  If you login to the netflix app and go to setting there is a speedtest you can run, this will tell you the speed the TV is getting over wifi.

[Angels2]

31.59Mbps

[MarkGoldsmith]

---

@Angels2 wrote:

31.59Mbps

---

So thats basically borderline on the minimum speed recommendation which is 25-35 Mbps.

What is the general broadband speed you are getting to your property?

[Morag1]

I only see skyglass when I visit my parents and it's pathetic. Running over 10 minutes slow and all sky say is that the landline that provides the internet needs to be upgraded. the other excuse is too many people using devices, 1 person on an i-ad playing cards isn't overloading the system imo

not a good example and I'll never have sky glass of this is the standard of non customer service.

[Fothergill1]

Hi @Morag1 When you next visit your parents why not run a quick speed check by going to the Netflix App > Get Help >Check Network.

This will test the speed being received at the Glass TV and not that being received by the router.  Due to many factors the 2 can vary considerably.

The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

[Morag1]

Her tv get 11.11mbps will feedback to sky and see what excuse they give this time

[Fothergill1]

@Morag1 That will undoubtedly be the cause of their poor viewing experience.  I suspect your parents need to upgrade their broadband service plan to something considerably faster.  

[Rick...34]

My 55 inch sky TV always lags, stutters and you get the circle swirling around happens a lot on BBC and Prime and Netflix my internet is with virgin and ranges from 210mbps down to 180mbps through WiFi when I check through Netflix it shows as 240mbps to 210mbps. Why does it keep doing this 

Also it's the third TV I have had as the others had problems with the screens and sound 

[CriticalMass08]

Did you ever resolve this. I have all the above issues, plus sometimes it even says programme not available whilst watching it. TV is within 10 metres and direct line of site of router. I have 1gb fibre broadband and Netflix shows a connection speed of 391.23 Mbps. It is not a broadband issue but a TV issue

[Marksy42]

Did you resolve this at all? I've got exactly the same scenario 

[SkyGlassUserBuzz7]

Anyone got any suggestions other than go back to sky q?

I have tried over ethernet, wifi via multiple ports in the house and it still buffers. WiFi is the same no matter which connection i use.
I have fibre to the house with 330Mbps Down and 150Mbps up.
I have reset the router.
I have contacted my broadband supplier (ONFL as its a new build house)
No matter what i try it, still buffers annoyingly every 10 - 15 mins or so.
When i watch sky on computer there is never any bufferring, so it points to the Glass TV being the issue.
Any suggestions before i contact sky and look at cancelling ?
Thanks in advance

[Morag1]

Hi, no it was never resolved, eventually Sky admitted the product should never have been supplied as the internet signal isn't good enough. It's now back to sky q. The thing is now when someone phones the house the internet goes down. I'd take that to mean the infrastructure is inadequate.