SKY Glass - Freezing and Closing programs I am watching

[Claire3815]

I have had Sky Glass installed and the TV continually freezes to the point I have to turn it off at the wall and also comes out of programmes while I am watching them. 

Tried to contact SKY and its hard work - Any advice. 

[Tim+Adams]

Hi @Claire3815 

Have you tried turning it off at the socket, wait a min and then back on again?

Are you connected via WiFi or ethernet?

What speed do you get if you do a Netflix speed test via the app?

Open Netflix on Stream

From the Netflix homescreen, go left to open the menu.
From the bottom of the menu, go right and select Get Help.
Select Check your Network.

Thanks,
Tim

[Claire3815]

I have to turn it off at the socket every time it freezes it is the only way to get it back on. 

I have tested speed and everything is great from that respect and we never had this issue until we got SKY Glass.

Thanks 

[Tim+Adams]

Hi @Claire3815 

Thanks for replying, what was the speedtest result from the Netflix app?

Also what software version have you got?

1. Press Home on your Sky remote.
2. Scroll down to the bottom of the Home screen and select Settings.
3. Select System management, then System info.

Thanks,

Tim

[Claire3815]

60.75 mbps 

[Tim+Adams]

Hi @Claire3815 

Thanks for doing the speedtest. 

I've escalated this to Sky who will invite you to chat to troubleshoot. Please look out for the invite. 

This link below explains how it works,

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Thanks,

Tim

[Claire3815]

Thanks Tim!

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Claire3815.

[TROTY01]

While watching films or TV channels sky glass just resets back to main screen. It doesn't even remember the watch postion. Need to fast forward manually to last watched position.

[kat124]

this has happend to me but its doing it on Discovery plus app too and youtube. It must be a sky glass issue as for it to happened to more than one app is strange

[david+john]

I got same problem I phoned sky yesterday and I was told I was the only one who reported the problem so nothing was done waste of a phone call

[Acritch74]

Getting the same issue, after around 30-40 mins Amazon or ITV x closes and goes back to Home Screen on sky glass

[Leanneok]

Has sky contacted anyone about this? Is it worth ringing them up? I'm getting so annoyed with it now

[Darby12]

I've rang got nothing just said it must be my broadband which is with a different provider I'll try again tho! Let us know if you get anywhere cheers.

[Lazarus90]

@Darby12  Whoever at Sky told you that, I think is wrong, as it's happened to me whilst playing my xbox on the skyglass, simply using it via hdmi like any other tv can do (i.e no broadband needed) so it's not an internet issue, at least not in my case.