My sky glass Tv has stopped connecting to the internet but my router works fine for my laptop

[Mazzy_S]

It's not as simple here as turning the router off as then need to reset all the boosters (x6) in the house as well... 

Please can sky find a more technical solution than turning off & on again? 

[BlueTim]

it is not resolved and they won't resolve it all the time their subscribers (victims?) fix it themselves and help each other out by posting advice on here.  All the time we do that, they don't have to.  I moved to sky glass because i got a new fibre broadband service.  But with that comes options - many options.  I'm already almost a year into my sky glass contract.  After another year I will be able to weigh up my options and go to another provider which will be a shame as I am a Sky VIP customer all the way back to the analogue days.

If they don't show some more concern or reaction to this I'll walk.

[Jporch316]

Hi @Mazzy_S 

is there a reason you have 6 boosters? They are not very efficient - it maybe worth connecting your glass tv via Ethernet or powerline adapters directly to the router. 

also a better alternative to boosters is a wifi mesh system 

[PhilRichie]

I have yhe same problem with my 558nch SkyGlass TV. It randomly disconnects or loses Internet connection. I have ethernet plugged in and have test independently with each, the WiFi and ethernet. I have done all the resetting to the TV and checked cable ect. My Sky super fast broadband with new router works great with other device, no pro lem with Internet. I think there is a software glitch with the way SkyGlass works with the Internet. Wondering if anyone has had this problem with Sky Glass 2nd gen TVs?

[PhilRichie]

I'm not using 2nd Generation. As I got my 55inch in December 2024..

[Jporch316]

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@PhilRichie wrote:

I'm not using 2nd Generation. As I got my 55inch in December 2024..

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Does it do the same just on wifi?

when you are using ethernet you must remember to turn off wifi in the settings 

[RustyNuts21]

Well...its not happened that often but its started happening, this is day 5 of trying absolutely everything that's been suggested previously and nothing is working. If one of you come back to me and say keep trying...ima lose my ****, why are we paying monthly for this dog service?!?! It's as simple as rolling out a firmware patch...the service is pathetic to have this kind of problem and do nothing about it, also, the customer service is worse than an offbrand knock off's, the only solutions they ever have are the ones stated previously (which we shouldn't have to do in the first place) and then they say "Sorry there nothing more we can do"...We're cancelling our service and never going back. Useless company

[PhilRichie]

I had to call at least 2 or 3 times to say it was still happening (Internet connection dropping from TV), they gave me a new router, had to reset, update TV again. Same problem. After calling them with the same unresolved problem they sent me a replacement skyglass TV. No more problems, this one works perfect. Just keep calling them and they'll send you a replacement. 

[Anonymous]

@RustyNuts21 Are you connecting with WiFi or Ethernet? If WiFi then it's really better to connect with Ethernet (turning off WiFi in Settings). I had a nightmare with dropped connections the first week I had Glass but after connecting via Ethernet it's not been a problem - unless my ISP has had an issue. 

I can't suggest more than that and understand your frustration after having my own issues with Sky recently. 

[PhilRichie]

I have sky broadband too, so they couldn't fob me off with 'its your Internet provider'. I told them/confirmed that my Internet connection was great to other devices as I have x2 pc's on wired connection and multiple other device on WiFi (x4 tablets x4 phones, laptop all on WiFi  all working great.) It was just my TV that was not working with WiFi it was clear that it was just the skyglass tv dropping the Internet connection on both wired and WiFi.

[Lianna1]

Same! Mine is EE. My broadband is amazing. It's only happening on my sky glass and pucks. Everything else works. I can watch apps on the laptop PlayStation etc. I will not let them fob me off. 

[Anonymous]

I can't stress just how much better a connection you get using ethernet rather than WiFi. I got my first Glass in Dec 2021 and had a nightmare the first week when connecting via WiFi. I bought an ethernet cable and since then the only connection issues have been when my ISP has had issues.

I got a Gen Two in early March and it's connected via ethernet and I've not had a single connectivity issue. My only issue has been down to a firmware faulty causing a black screen, that appears to have been fixed now.

WiFi signal can be affected by lots of factors, so ethernet does solve many of those. If your router is too far away then getting a pair of Powerline adapters (+ two ethernet cables) is a good investment to reduce the frustration with losing WiFi signal.

If using Ethernet it's vital WiFi is turned off in the settings. 

[Lianna1]

We have done this turned WiFi off and still having the same issue 

[PJH1960]

I had this issue with Sky Q, with wifi dropping out, even though the router is 10 ft away in the same room. I since decided to feed an Ethernet cable round the room to the Sky Q box (I've since fed another to XBox X). The connection problems stopped from that point. I've since upgraded to 900mbps Full Fibre, and changed to an Asus gaming router, as BT's router provided terrible Wifi speeds, even on my phone, 2 feet away! I think it's worth noting that Wifi speeds will be much slower than ethernet in most cases. 

I've now had Sky Glass Gen2 for 2 weeks, with zero connection issues, as on Ethernet straight away. Smart meters, security cameras and things like Philips Hue (Zigbee) systems can all use the same frequency bands, and "can" cause connection issues. Have you considered setting the Sky Glass connection to a Static IP address? 

Just a thought

--------------------------
SKY Glass Gen 2 55"
900mb Ethernet
Phonak Hearing Aids - They work on Sky Glass Gen2
Phonak TV Connector - They don't work on Sky Glass Gen2

[BlueTim]

STILL HAPPENING!  [removed]  

FIX THIS PROBLEM 

FO GOD'S SAKE DO SOMETHING FOR YOUR CUSTOMERS.

Moderator Notes: Removed Inappropriate Language