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Discussion topic: My sky glass keeps “cutting out” mid programme / apps closing

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This message was authored by Andrew+Bennett This message was authored by: Andrew+Bennett

Re: My sky glass keeps “cutting out” mid programme / apps closing

Hello

I have recently got sky stream as my sky q kept failing. I am now getting regular frozen screen and told issue with my sky provided WiFi. 

Checked connection speed on Netflix 45.17.

Really want to watch the Ashes. Help me please.

This message was authored by Jensen+locksmith This message was authored by: Jensen+locksmith

Re: My sky glass keeps “cutting out” mid programme / apps closing

Mine was doing this unplug the TV live on for two minutes plug back in and refresh apps

This message was authored by ClaireMJ669 This message was authored by: ClaireMJ669

Re: My sky glass keeps “cutting out” mid programme / apps closing

Have we any updates on this, because it's still happening to me? It's even turning off after an hour not 4 ... And the settings are at 4 .. I had it set to none but that didn't work either. There's someone walking in front of it so technically the sensor should be picking that up - it's not ...streaming issues half way through watching ...even with Live stuff. 

This message was authored by Clairejade This message was authored by: Clairejade

Re: My sky glass keeps “cutting out” mid programme / apps closing

I'm just sick of sky been having issue after issue complaints go unanswered and on phone for hours pay a small fortune a month for simply nothing 

Msutt
Topic Author
This message was authored by Msutt This message was authored by: Msutt

Re: My sky glass keeps “cutting out” mid programme / apps closing

Mines been fixed with the latest update , I know they are rolling it out now x

if not speak directly to the sky glass team 

This message was authored by Rutski007 This message was authored by: Rutski007

Re: My sky glass keeps “cutting out” mid programme / apps closing

I have this issue and alos intermitent aduio lag

 

Restarting the system helps but only for a limited time and then back to square one

 

Both of m,y stream pucks have the freeze issue

This message was authored by ClaireMJ669 This message was authored by: ClaireMJ669

Re: My sky glass keeps “cutting out” mid programme / apps closing

How do I know if there's been an update? 

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: My sky glass keeps “cutting out” mid programme / apps closing

Posted by a Superuser, not a Sky employee. Find out more

@ClaireMJ669 

 

Sky lists current software/firmware versions here:

 

https://www.sky.com/help/articles/sky-software-updates 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by ClaireMJ669 This message was authored by: ClaireMJ669

Re: My sky glass keeps “cutting out” mid programme / apps closing

Thank you, just checked and I'm all up to date. Will try watching something and see if it bumps me out again 

This message was authored by ClaireMJ669 This message was authored by: ClaireMJ669

Re: My sky glass keeps “cutting out” mid programme / apps closing

Just been kicked out of itv now lol this is a joke. Came over from.virgin and feeling like I may go back to them even if they are more expensive, it's nuts! 

This message was authored by JGriff65 This message was authored by: JGriff65

Re: My sky glass keeps “cutting out” mid programme / apps closing

Does any one have a fix for this, our skyglass started doing this today 

This message was authored by DonnaRosenberg This message was authored by: DonnaRosenberg

Re: My sky glass keeps “cutting out” mid programme / apps closing

Yes I've had it for under 2 weeks and it's annoying. Is this happening for anyone else ? 

This message was authored by Kristo32 This message was authored by: Kristo32

Re: My sky glass keeps “cutting out” mid programme / apps closing

This issue is still a major problem for me too. I had the tv changed by Sky but it hasnt resolved it. Im also getting freezing with lines across the screen and stuck repetative sounds.

 

Clearly Sky havnt got their stuff together here as in all but one of my numerous calls to report this I was told they were not aware and yet some replies on here suggest they are aware. Certainly no update has solved it yet.

 

Anyway, I spoke to one advisor who was the only one who seemed to have a plausible suggestion as to why this is happening. He suggested that the tv takes a good amount of bandwith to stream whether connected by wifi or ethernet. If its streaming away and suddenly theres a fluctuation in bandwith for a second then the tv cant handle that and automatically jumps to the menu as a default. Whether the case or not it seems like a reasonable suggestion.

 

Hope everyone gets sorted.

 

K

 

This message was authored by JGriff65 This message was authored by: JGriff65

Re: My sky glass keeps “cutting out” mid programme / apps closing

Has not gone wrong for a while but the sky contact also said it could be due to the bandwidth but was focused on WiFi as the problem 

considering I have sky wifi guarantee that's made me laugh as well

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: My sky glass keeps “cutting out” mid programme / apps closing

Posted by a Superuser, not a Sky employee. Find out more

@JGriff65 wrote:

 

considering I have sky wifi guarantee that's made me laugh as well

 


The 'Wifi Guarantee' is for 3Mbs (Broadband Boost) or 10Mbs (WiFi Max on FTTC), both of which are well below the minimum which Sky says is necessary for Glass/Stream.  Only WiFi Max on G.fast or FTTP has a 'guarantee' of 25Mbs.

 

Also worth noting that these aren't actually 'guarantees' at all, except for guaranteed money back if the bandwidth targets aren't met (and the 'Wall to Wall WiFi Guarantee' is almost entirely bogus)

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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