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

[Andrew+Bennett]

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.

[Jensen+locksmith]

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

[ClaireMJ669]

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. 

[Clairejade]

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]

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 

[Rutski007]

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

[ClaireMJ669]

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

[TimmyBGood]

@ClaireMJ669 

Sky lists current software/firmware versions here:

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

[ClaireMJ669]

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

[ClaireMJ669]

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! 

[JGriff65]

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

[DonnaRosenberg]

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

[Kristo32]

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

[JGriff65]

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

[TimmyBGood]

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@JGriff65 wrote:

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

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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)